Evidencia_3_Workshop_Customer_satisfaction_tools (1).docx

Actividad de aprendizaje 14 Evidencia 3: Workshop “Customer satisfaction tools”  Expresar de manera escrita y oral cualquier tipo de documento en inglés, requiere de un uso adecuado de los verbos y aún más de su correcta conjugación, conjugación, ya sea en pasado o presente. Por eso, se necesita practicar el uso de los verbos en este idioma para elaborar documentos que midan la satisfacción de un cliente de abla inglesa que consume los productos de una empresa. Part Partie iend ndo o de lo ante anteri rior or,, se le sugi sugier ere e desa desarr rrol olle le los los punt puntos os plan plante tead ados os a continuación! 1. "ea el siguiente texto! What is customer satisfaction?

#usines #usiness s leaders leaders must reali$e tat pursuing pursuing custome customerr satisfa satisfactio ction n is a critical critical and strateg strategic ic decision decision.. %t&s %t&s not sometin someting g an organi$a organi$ation tion does simply to satisfy a standard or 'in an a'ard! %t&s someting someting an organi$ation does to stay in business. (op management must embrace tis reality by ac)no'ledging, communicating and acting upon tree basic truts!

Customer Customer satisfac satisfaction tion is the the ulti ultima mate te goal goal.. (ere (ere&s &s no ige iger  r  aci aciev evem emen entt tan tan sati satisf sfyi ying ng te te cust custom omer ers s an orga organi ni$a $ati tion on as as committe committed d itself itself to serving. serving. (is doesn&t doesn&t mean mean tat tat te organi$ organi$atio ation n sould abandon its competitive business sense and become a nonprofit institut institution. ion. *inancia *inanciall control control is needed needed,, along along 'it account accountabil ability ity and sound decision ma)ing. #ut customer satisfaction is te ball everybody must )eep is or er eyes on. +evenues and profits are noting more tan te results fulfilling customer needs and expectations.

Customer Customer satisfacti satisfaction on is an investme investment. nt. (is is important because customer satisfaction processes often don&t produce results in te very sort term. Payoffs more often are reali$ed in te medium or long term.

+esources must be applied to understanding customer requirements, collecting data on customer perceptions, and analy$ing it.

Everone must !e involved in customer satisfaction.  ll te personnel ave te capability to influence customer at some level. (op management must communicate exactly o' personnel 'ill be expected to contribute because it&s often not intuitively obvious o' tis is possible. -ocran, /0012 3

". onteste las siguientes preguntas de verdadero4falso sobre el texto! a. ustomer satisfaction is someting an organi$ation does simply to satisfy a standard or 'in an a'ard. *

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b. ustomer satisfaction is someting an organi$ation does to stay in business. *

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c. 6atisfying te customers is te most important acievement an organi$ation as committed itself to serving. *

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d. Payoffs more often are reali$ed in te sort term. *

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e. 7ot all te personnel ave te capability to influence customer at some level. * 5

3. Escriba en cada párrafo una oración que resuma su idea principal, de acuerdo al texto le8do! Párrafo 3! 9999999999999999999999999999999999999999999999999  ocran, . -/0012. Customer Satisfaction: Tools, Techniques, and Formulas for Success. ico, alifornia! Paton Professional. 1

Párrafo /! 9999999999999999999999999999999999999999999999999  Párrafo 1! 9999999999999999999999999999999999999999999999999  Párrafo :! 9999999999999999999999999999999999999999999999999  4. Escriba y clasifique los verbos en regulares e irregulares contenidos en el texto! #egular

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%. onjugue los verbos en pasado y presente simple!  999999999999999999999999999999999999999999999999999999999999 9   999999999999999999999999999999999999999999999999999999999999 9   999999999999999999999999999999999999999999999999999999999999 9   999999999999999999999999999999999999999999999999999999999999 9   999999999999999999999999999999999999999999999999999999999999 9   999999999999999999999999999999999999999999999999999999999999 9   999999999999999999999999999999999999999999999999999999999999 9   999999999999999999999999999999999999999999999999999999999999 9   999999999999999999999999999999999999999999999999999999999999 9   9999999999999999999999999999  &. on la ayuda de los verbos, elabore una lista de 3; oraciones sobre la lectura!  999999999999999999999999999999999999999999999999999999 9999999   999999999999999999999999999999999999999999999999999999 9999999   999999999999999999999999999999999999999999999999999999 9999999   999999999999999999999999999999999999999999999999999999 9999999   999999999999999999999999999999999999999999999999999999 9999999   999999999999999999999999999999999999999999999999999999 9999999   999999999999999999999999999999999999999999999999999999 9999999   999999999999999999999999999999999999999999999999999999 9999999   999999999999999999999999999999999999999999999999999999 9999999   999999999999999999999999999999999999999999999999999999 9999999   999999999999999999999999999999999999999999999999999999 9999999   999999999999999999999999999999999999999999999999999999 9999999 

 999999999999999999999999999999999999999999999999999999 9999999   999999999999999999999999999999999999999999999999999999 9999999   999999999999999999999999999999999999999999999999999999 9999999  'ota: para el desarrollo de esta evidencia se deben tener en cuenta el material de formación
lic en el t8tulo de esta evidencia. lic en Examinar mi equipo y buscar el arcivo previamente guardado. >ejar un comentario al instructor -opcional2. lic en Enviar.

'ota: esta evidencia es de carácter individual. +ecuerde revisar la gu8a de aprendi$aje con el fin de verificar que a reali$ado todas las actividades propuestas, saber cómo desarrollarlas y entregarlas correctamente. Criterios de evaluaci)n 

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Puede reali$ar actividades de verdadero o falso, basados en una conversación que a escucado o en un texto que a le8do. Proporciona explicaciones, argumentos y explicaciones lógicas sobre aspectos técnicos de su profesión en un debate.