SERVICIO NACIONAL DE APRENDIZAJE SENA

GRUPO: LOGISTIC SOLUTIONS

PRESENTADO POR:

FABIAN TRIANA PEREZ

ANDRES CAMILO SILVA
KEVIN DARIO SIERRA
CRISTIAN HERNANDEZ ENCISO

EVIDENCIA 3: WORKSHOP “CUSTOMER SATISFACTION TOOLS”

PROGRAMA DE FORMACION:
TECNOLOGO EN LOGISTICA
FICHA: (1852588)

CENTRO DE FORMACION
GESTION DE MERCADOS, LOGISTICA Y TECNOLOGIAS
DE LA INFORMACION
BOGOTA D.C.
 INTRODUCTION

To use many verb tenses in English, you need to know the past forms of verbs. All verbs
have a base or 'infinitive' form (eg, look, do, play). Most verbs, called regulares regular
verbs ’, follow the same pattern and create the past simple and the past participle using the
same ending word, -ed. However, there are verbs that have different endings, and these are
called ‘irregular verbs.
With regular verbs, the past tense simply adds an "ed" to the end of the word, with the past
simple and the past particle taking the same form. However, irregular verbs are oddballs,
nonconformists in the verb world; they are verbs that do not conform to traditional rules.
Actividad de aprendizaje 14
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:
1. 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 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 Conjugacion en Tipo de Verbo

Pasado
Need Necesitar Needed Regular
Have Tener Had Iregular
1 communicating Comunicar Communicated Regular
2 Recognize Reconocer Recognized Regular
3 acting Actuar Acted Regular
4 collecting Recopilar Colected Regular
5 Fulfilling Cumplir fulfilled Regular
 6 Analyzing Analizar Analized Regular
7 Understanding Comprender Understood Irregular
8 Making Hacer maked Regular
9 Communicate Comunicar Comunicated Regular
10 Serving Servir Served Regular
11 Should Deber Duty Irregular
12
13
14

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
1. The organization recognized that customer satisfaction is the ultimate goal.
2. the organization had to abandon its competitive business sense and become a non-
profit institution.
3. Business leaders acted responsibly for results that satisfy customers.
4. The organization collected all financial control decisions, this in order to maintain
the profits that are the needs to satisfy the customer.
5. The organization fulfilled all the needs that the client demands at a competitive and
investment level.
 CONCLUSIONS

However, the official position on whether the verb is regular or irregular is not official.
According to the modern convention, text as an irregular verb is easier to pronounce and
makes more sense. The ending "t" is difficult combined with the "x" in the word creates a
pronunciation with a hard sound formed by the group of consonants; one that when spoken
within a sentence may even sound better as "texted".
Whether you are dealing with regular or irregular verbs in the English language, they both
have specific past participles and past simple spellings. The difference lies in how the word
is put in the past tense. Simple past tense verbs always have only one part. The past tense
verbs of the participle have several parts and generally require an auxiliary verb, such as
had, has or have. With regular verbs, the past tense simply adds an "ed" to the end of the
word,