Actividad de Aprendizaje 14

Evidencia 3: Workshop “Customer satisfaction tools”

Presentado A:

Instructora Técnica

Presentado Por:

Carolina Andrea Meléndez Salas

Omar Humberto Lozada Guerrero
Diego Fernando Rosas Armero

Noviembre 2019

Servicio Nacional De Aprendizaje SENA

Tecnología en Gestión Logística
Ficha 1792945
Instructora Técnica
 Tabla de Contenido

Introducción...........................................................................................................3
Objetivo………………………………………………………………….............4
What is customer satisfaction? ………...………………....................5, 6, 7

Introducción
Se necesita practicar el uso de los verbos en este idioma para elaborar documentos
que midan la satisfacción de un cliente de habla inglesa que consume los productos
de una empresa
.
 Objetivo

Expresar de manera escrita y oral cualquier tipo de documento en inglés, requiere

de un uso adecuado de los verbos y aún más de su correcta conjugación, ya sea
en pasado o presente..

What is customer satisfaction?

Business leaders must realize that pursuing customer satisfaction is a
critical and strategic decision. It’s not something an organization does
simply to satisfy a standard or win an award: It’s something an organization
does to stay in business. Top management must embrace this reality by
acknowledging, communicating and acting upon three basic truths:

*Customer satisfaction is the ultimate goal. There’s no higher

achievement than satisfying the customers an organization has
committed itself to serving. This doesn’t mean that the organization
should abandon its competitive business sense and become a nonprofit
institution. Financial control is needed, along with accountability and
sound decision making. But customer satisfaction is the ball everybody
must keep his or her eyes on. Revenues and profits are nothing more
than the results fulfilling customer needs and expectations.
*Customer satisfaction is an investment. This is important because
customer satisfaction processes often don’t produce results in the very
short term. Payoffs more often are realized in the medium or long term.
Resources must be applied to understanding customer requirements,
collecting data on customer perceptions, and analyzing it

*Everyone must be involved in customer satisfaction. All the

personnel have the capability to influence customer at some level. Top
management must communicate exactly how personnel will be expected
to contribute because it’s often not intuitively obvious how this is
possible. (Cochran, 2003)1

2. Conteste las siguientes preguntas de verdadero/falso sobre el texto:

a. Customer satisfaction is something an organization does simply to satisfy a

standard or win an award.
F__X__ V____

b. Customer satisfaction is something an organization does to stay in business.

F____ V__X__

c. Satisfying the customers is the most important achievement an organization

has committed itself to serving.
F____ V__X__
d. Payoffs more often are realized in the short term.
F__X__ V____
e. Not all the personnel have the capability to influence customer at some level.
F__X__ V____

3. Teniendo en cuenta la lectura anterior escoja 7 verbos regulares y 7 verbos

irregulares y complete el siguiente cuadro:

Sugerencia: Consulte qué diferencia hay entre un verbo regular y un verbo irregular en la

conjugación en el pasado.

Verbo Significado conjucion en pasado Tipo de verbo

Need Necesitar Needed Regular

Have Tener Had Irregular.

Recognize Reconocer recognized regular

Communicate comunicar communicated regular

Act Actuar Acted regular
Analize. Analizar analyzed regular
Chase. Perseguir chased regular
satisfy. Satisfacer satisfied regular
compromise Comprometer Compromised regular
Win Ganar Won Irregular
Keep mantener kept Irregular
Mean. Medir Meant Irregular
Produce. Producir Produced. Irregular
Bring traer Brought Irregular
Know. Conocer Knew Irregular
Drink. Tomar Drank Irregular
4. Escoja 5 verbos y realice una frase en pasado simple en inglés teniendo
coherencia con el contexto de la lectura. (resalte el verbo que usó de la lista)
Ejemplo:
Customer satisfaction processes produced good results
 the company studied consumer behavior
 It is important to communicate the basic truths for customer satisfaction
 The company recognized the essence of how to maintain an organization is essential
in a company
 The companies knew the importance of customer satisfaction
 financial control is needed for decision making