Professional Documents
Culture Documents
F V
F V
F V
F V
e. Not all the personnel have the capability to influence customer at some level.
F V
3. Por cada párrafo del texto leido, escriba una oración que resuma la idea
principal.
1
Cochran, C. (2003). Customer Satisfaction: Tools, Techniques, and Formulas for Success. Chico,
California: Paton Professional.
Para ampliar la información acerca de cómo encontrar y redactar la idea
principal de un párrafo, revise los materiales de apoyo:
Párrafo 2: Customer satisfaction is the most important thing, but there are many
important areas in an organization that must be addressed.
Regular Irregular
realize do
stay have
need Be
Produce Understand
contribute make
Realize-realized
Stay-stayed
Need- needed
Produce-produced
Contribute-contributed
Do-did
Have-had
Be-was
Undestand-understood
Make-made
6. Con la ayuda de los verbos, elabore una lista de 10 oraciones sobre la
lectura:
1- an organization must realize training for its employees
2- Customer satisfaction is essential to stay in the market
3- It is important to know what it needed to satisfy the customer
4- customer satisfaction produces profit
5- A trained employee contributes to customer satisfaction
6- The organization must do market research
7- If the organization does good research, it will have many clients
8- The client always wants to be well attended
9-An employee must understand the customer very well
10- It is important to make good market designs
Criterios de evaluación
Puede realizar actividades de verdadero o falso, basados en una
conversación que ha escuchado o en un texto que ha leído.