Actividad de aprendizaje 14

Evidencia 3: Workshop “Customer satisfaction tools”

Presentado por:

Tecnología Gestión Logística

Ficha:
 Introduction

Customer satisfaction is an inherent concept in the field of marketing and that

implies how your name already anticipates us, to the satisfaction that a
customer experiences in relation to your product or service acquired, consumed,
because precisely it has fully met the expectations deposited at the time of
purchase
 General purpose

The primary goals of customer service are to actively listen to the customer by
understanding their needs and addressing their requirements. Understand what
your expectations are, advise you and present you with the best available
option, product or service, that meets your needs and wishes.

Defining with him those benefits of the product or service is better directed to
cover your wishes and needs. Answer all your concerns about the acquisition
and better use of the product or service.

Clarify their doubts and objections so that the client feels the pleasure and
satisfaction of what they have acquired, offer all the guarantees and references
that assure the client that their decision is the most correct.

Coordinate with the customer the conditions of their purchase: delivery date,
shipping, technical support.
Commit to customer satisfaction monitoring
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 satisfactionis 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

3. Por cada párrafo del texto leido, 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 : The importance of enforcing the leadership of a company in

customer satisfaction.

Párrafo 2: Together with competitiveness and the financial factor,

customer satisfaction must be prioritized within the main objectives .

Párrafo 3: Customer satisfaction is an investment in the medium and

long term.

Párrafo 4: Everyone must contribute their work to achieve the goal of

satisfying the client

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

Regular Irregular
Back Do

Have

Make

5. Conjugue los verbos en pasado y presente simple:

I had much clients today

I have much clients today

She did the marketing letters

She does the marketing letters

The table was made in china

The table it’s makes in china

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

lectura:

Customer satisfaction is a marketing concept

The objective to achieve is to achieve satisfaction

Satisfying the customer correctly is undoubtedly the key to success

An adequate customer service guarantees your satisfaction

It is very important to fulfill the promise of sale

The sales team complies with your good disposition successful

organizations meet the expectations of their clients

The marketing team performs accounts to the clients

When a product does not meet the expectations of costumers, it

generates disloyalty towards it

The level of customer satisfaction is positive

The suppliers are also important in the process

Leadership is an important and determining key to quality in the service

The work team strives for the goals of excellence

The company intends to segment the market by customers and their

sales volumes

Reliability and fairness are two characteristics that make customers

loyal

The new client is so satisfying with the post service this year

Conclusion
Thinking about exceptional service is rare, however it is not an impossible dream,
there are companies that offer a magnificent service and as a result their profits are
benefited.

When a product or service is bad loses the whole world, loses the client loses the
company loses the clients, the suppliers, the shareholders of the company, for that
reason an excellent service is more profitable, more attractive for the clients as for
the employees and this consolidates the future of the company, for this reason it is
important to listen to the client, in order to establish a better strategy and work on
the requirements or failures in the service, all this information is provided by the
soul of the company the clients.