SENA – CENTRO DE GESTIÓN DE MERCADOS, LOGÍSTICA Y TECNOLOGÍAS DE

LA INFORMACIÓN

Tecnología en Gestión Logística

Ficha 1792943

Evidencia 3: Workshop “Customer satisfaction tools”

Presentado por:

Jose Manuel viuche Quiroga

Yolima López lagos

31 octubre de 2019
 Actividad de aprendizaje 14

Evidencia 3: Workshop “Customer satisfaction tools”

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.

F X V

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

F VX

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

1
Cochran, C. (2003). Customer Satisfaction: Tools, Techniques, and Formulas for Success. Chico,
California: Paton Professional.
3. Por cada párrafo del texto leído, escriba una oración que resuma la idea principal.

Para ampliar la información acerca de cómo encontrar y redactar la idea principal de un

párrafo, revise los materiales de apoyo:

-How to Find the Main Idea

Writing a Topic and Main Idea

Párrafo 1: Customer satisfaction is the main objective of the company.

Párrafo 2: The profitability is due to the good service provided to customers.

Párrafo 3: The investment for customer satisfaction is the best investment that the company
makes

Párrafo 4: Customer satisfaction is a teamwork of the company

 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.

Conjugación en
Verbo Significado Tipo de Verbo
Pasado
Need Necesitar Neede d 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 o 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
 4 Con la ayuda de los verbos, elabore una lista de 10 oraciones sobre la lectura:

1. Customer satisfaction is a marketing concept

2. The objective to achieve is to achieve satisfaction
3. Satisfying the customer correctly is the key to success.
4. An adequate customer service guarantees your satisfaction
5. It is very important to fulfill the promise of sale
6. The sales team complies with your disposition, which meet the expectations of your
customers.
7. The marketing team satisfies customers.
8. When a product does not meet customer expectations, it generates customer
dissatisfaction
9. The level of customer satisfaction is positive
10.The suppliers are also important in the process

Webgrafía

https://senaintro.blackboard.com/bbcswebdav/institution/SENA/Ventas/822202/Contenido/DocA
rtic/Regular_irregular_verbs_V2.pdf

https://senaintro.blackboard.com/bbcswebdav/institution/SENA/Ventas/822202/Contenido/DocA
rtic/Rules%20for%20using%20irregular%20verbs%20V2.pdf