NUMBER 4

Evidencia 3: Workshop “Customer satisfaction tools”

APPRENTICES:

Eladio mateo Zapata correa

CHARACTERIZATION SHEEP:

2375826

BILINGUISM INSTRUCTOR

YEIMMY LILIANA SUAREZ DAZA

CENTER NATIONAL LEARNING SERVICE- SENA

DISTRICT REGIONAL MATERIALS AND TESTING

JULY 2022
 TABLA DE CONTENIDO

Texto………………………………………………………………………3
Preguntas………………………………………………………………..4
Oraciones que resumen la idea principal…………………………….4
Verbos regulares e iregulares………………………………………….5
Verbos pasados presente y simple……………………………………5
Oraciones sobre la lectura……………………………………………..6
Referencias bibliograficas………………………………………………7
 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

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.

F V

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

F V

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

committed itself to serving.

F V

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

F V

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

Ingles

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

-How to Find the Main Idea

it can be found in the paragraph sometimes it is in the last paragraph as you read the main thing can
be in an explicit way that is to say that it is included in a sentence if it is specified
 -Writing a Topic and Main Idea

Keeping consumers happy is the key to ensuring their loyalty and the success of your
business. It is for them that it is necessary to carry out strategies to improve customer
satisfaction.

When customers are satisfied with your brand, they are loyal, strong advocates,
frequent purchasers of your products and services, and genuinely want you to be
successful in the marketplace.

Without satisfied customers, you will not have loyal customers. Without customer
loyalty, you won't have long-term customers. They will go with the competition when
they get the chance, and it is more expensive to acquire new customers than to retain
current ones.

Paragraph 1: for the most part, knowing your expectative clients is a good start, it should be a starting point to
satisfy their needs, therefore, we must take into account giving them confidence

Paragraph 2: Understand customer expectations If you fail, there is a disconnect between customer
expectations and your product or service

Paragraph 3: Customer satisfaction generates more income. It is important because many times you see very
good results. It is often overlooked, but it is necessary to interact with your sales team regularly and depending on
the needs.

Paragraph 4: a good deal is a gesture for the client as well as the merchant to treat them with respect, with the
greatest attention and commitment, this will be reflected in your process of your business

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

Regular iregular
should Become
needed realize
win attend
help satisfy
close paid

5.Conjugue los verbos en pasado y presente simple:

Presente simple pasado:

Should

I--- YO I should was should debia

YOU----TU You should were should debias
 HE----EL He should was should debia
SHE----ELLA she should was should debia
IT--- ESO It should was should debia
WE----NOSOTROS We should were should
debiamos
YOU----USTEDES You should were should debian
THEY-----ELLOS They should were should debian

Presente simple pasado

Needed

I----YO I Needed was needed - nesecite

YOU--- TU you Needed were needed - nesecitastes
HE---EL he needed was needed - nesecito
SHE---ELLA she Needed was needed -nesecito
IT----ESO it needed was needed
WE---NOSOTROS we needed were needed -
nesecitabamos
YOU---USTEDES you needed were needed -nesecitaban
THEY----ELLOS they needed were needed – nesecitaban

Presente simple
Win

I---- YO
YOU—TU
HE--- EL
SHE--- ELLA
IT--- ESO
WE--- NOSOTROS
YOU---- USTEDES
THEY---- ELLOS

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

lectura:

1. Every time we carry out our work, we satisfy the needs of our clients.

2. Winning customers is our goal every day

3. we should not necessarily close ourselves off in seeking new perspectives

4. in a company to give your point of view is to help the buyer to a possibility
of buying your product

5. in this company you should collect data from the impression of the clients

6. the company wants to become where it understands the expectations of its

customers. connect with your sellers

7. attend labor conferences as professional staff

8. new strategies when investigating

9. good gesture at the time of paying

10. Manage and solve customer problems

 Referencias bibliografica

https://sena.territorio.la/content_secure/1256/institucion/Titulada/institution/SENA/Ventas/822202_1/
Contenido/DocArtic/AA14/Material_Using_regular_and_irregular_verbs.pdf