Actividad de aprendizaje 14

Evidencia 3: Workshop “Customer satisfaction tools”

Iván Steven Rendón

Aprendiz

Ficha:
1966026

Lina Zamora
Instructor

Servicio Nacional De Aprendizaje “SENA”

Agosto 2020
Expresar una idea en inglés de manera oral o escrita, requiere de un uso
adecuado de los verbos y su correcta conjugación, ya sea en pasado o presente.
Por eso, es necesario apropiar el uso de los verbos en este idioma que pueden
usarse para la elaboración de documentos que midan la satisfacción de un cliente
de habla inglesa que consuma los productos de una empresa.

Partiendo de lo anterior, se sugiere desarrollar 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 anterior:

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

standard or win an award.

R// F

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

R// V

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

has committed itself to serving.

R// V

d. Payoffs more often are realized in the short term.

R// F

e. Not all the personnel have the capability to influence customer at some level.

1
Cochran, C. (2003). Customer Satisfaction: Tools, Techniques, and Formulas for Success. Chico,
California: Paton Professional.
 R// F

3. Por cada párrafo del texto leído, escriba una oración que resuma la idea
principal.

Párrafo 1: THE IMPORTANCE OF CUSTOMER SATISFACTION TO STAYING

IN BUSINESS

Párrafo 2: ECONOMIC RESULTS ARE A DIRECT RESULT OF CUSTOMER

SATISFACTION

Párrafo 3: THE RESULTS OF GOOD CUSTOMER SERVICE ARE NOT

IMMEDIATE, ON THE CONTRARY, THEY ARE OBTAINED IN THE MEDIUM
AND LONG TERM, WHEN WE TRULY UNDERSTAND THE NEEDS OF OUR
CLIENT.

Párrafo 4: GOOD COMMUNICATION BY SENIOR MANAGEMENT WILL BE

REFLECTED IN CUSTOMER SERVICE, SINCE THE WHOLE ORGANIZATION
INFLUENCES THE CUSTOMER AT A CERTAIN LEVEL

4. Escriba y clasifique los verbos en regulares e irregulares contenidos en el texto:

Regular Irregular
Realize Is
pursuing win
satisfy understanding

stay
acknowledging
communicating
committed
abandon
Control
Produce

collecting
 analyzing
involved
influence

5. Conjugue los verbos en pasado y presente simple:

 Realice
Past: I realized how late i arrived
Present: she has realized how important animals are in our society

 pursuing
Past: I pursued success without success
Present: when we run pursuing transportation we burn a lot of calories

 Satisfy
Past: I satisfied my thirst with water
Present: I satisfy my pride when I am successful

 stay
Past: we stayed close to carulla
Present: they stay in the lagoon fishing

 acknowledging
Past: I acknowled my old home, not now
Present: I acknowleding you as my strongest enemy

 communicating
Past: I comunicated you before everyone
Present: me estoy comunicando correctamente

 committed
Past: I commited when I shouldn't have
Present: I commit when the other person does too

 Control
Past: I controlled the area
Present: I control my weight

 Produce
Past: the plant produced good results last semester
Present: more and more we produce a good image
 collecting
Past: I have collected good times
Present: here we collect moments

 analyzing
Past: Maya's performance was analyzed
Present: we always analyze the graphics before making a decisión

 involved
Past: I was involved in a misunderstanding
Present: I am constantly involved in the process

 influence
Past: I always positively influenced my brother
Present: good company influences the modo

 is
Past: he was a good person
Present: he is in the right place

 win
Past: last year we won the world cup
Present: today we win or we win

 understanding
Past: I didn't understand your help before
Present: I am understanding perfectly

6. Con la ayuda de los verbos, elabore una lista de 10 oraciones sobre la

lectura:

 Realice
top management realized the importance of customer service

 pursuing
pursuing good results without first knowing the client is a very difficult job

 Satisfy
satisfying customers should be the main premise
 Stay
staying in business is everyone's responsibility

 acknowledging
acknowledging the importance of customer service is the first step

 communicating
communicating the company's policies good results are achieved in
customer satisfaction

 committed
the entire company must be committed to quality and customer service

 Control
When we control the processes and what our collaborators must understand
as important, we go towards the same north

 Produce
good results happen the moment customer service becomes important

 collecting
collecting customer information more and more we can reach a good
relationship

 analyzing
analyzing the direction of the market and our customers gives us an
advantage over the competition