SERVICIO NACIONAL DE APRENDIZAJE SENA

EVIDENCIA 3: WORKSHOP “CUSTOMER SATISFACTION TOOLS”

APRENDIZ:
ANAYIBERTH CASTIBLANCO HERRERA

CARRERA:
TECNOLOGO EN GESTION LOGISTICA

AÑO:
2019
Evidencia 3: Workshop “Customer satisfaction tools”

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. Por eso, 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.
Partiendo de lo anterior, se le sugiere desarrolle los puntos planteados a
continuación:
 Lea el siguiente texto:
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 decisión
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
  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_____ V__X__

 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 CONJUGACION EN TIPO DE
PASADO VERBO
Need Necesitar Needed regular
Have tener had Irregular
1 Be Ser o estar Was / were Irregular
2 Bring Traer Brought Irregular
3 Cut Cortar Cut Irregular
4 Drink Tomar Drank Irregular
5 Go ir went Irregular
6 Have Tener Had Irregular
7 Know Conocer Knew irregular
 8 Study Estudiar Studied Regular
9 Realize realizar Realized Regular
10 Produce Producir /elaborar Produced Regular
11 Collect Reunir / recopilar Collected Regular
12 Fix Fijar Fixed Regular
13 Offer Ofrecer / brindar Offered Regular
14 Organize Organizar Organized Regular

 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 companies were not satisfied if they do not know the satisfaction of
their customer.
 The companies knew the importance of customer satisfaction
 The companies studied the consumer behavior tor to know their needs
 We had what to do polls and collect data on customer perceptions
 The companies offered special discount to influence customer