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Actividad de aprendizaje 14 Evidencia 3: Workshop “Customer satisfaction tools”

GESTION LOGISTICA

FICHA 1852715

GRUPO 1

CAMACHO GOMEZ FREDY ALEXANDER GOMEZ RODRIGUEZ JUAN JOSE OCAMPO EDWIN ADRIAN 2020

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, 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 habla inglesa que consume los productos de una empresa. Partiendo de lo anterior, se le sugiere desarrolle 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)

2. Conteste las siguientes preguntas de verdadero/falso sobre el texto: 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____ V__X__ 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____ V_X___                                                               3. 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. Verbo Significado Conjugación en Pasado Tipo de Verbo

Verbo

1 2 3 4 5 6 7 8 9 10 11 12 13 14

Need Have Accept Believe Decide Enjoy Help Improve Like Build Do Feel Get Learn Rise See

significado necesitar tener aceptar creer decidir disfrutar ayudar mejorar gustar construir hacer sentir obtener aprender elevar ver

Conjugación en pasado needed had accepted believed decided ejoyed helped improved liked build did felt got learnt rose saw

Tipo de verbo Regular iregular regular regular regular regular regular regular regular irregular irregular irregular irregular irregular irregular irregular

4. Escoja 5 verbos y realice una frase en pasado simple en inglés teniendo coherencia con el contexto de la lectura. (resalte el verbo que usó de la lista) Ejemplo:  Customer satisfaction processes produced good results   1. the company had excellent results with its clients 2. business leaders accepted customer satisfaction as strategy

3. the organization decided on its clients to achieve its goals 4. customer satisfaction was built daily

5. the company learnt the needs of its clients in order to achieve their satisfaction