Scribd Logo
Upload

Welcome to Scribd!

  • 99 views

    AA14 DR Ev 3 Workshop Customer Satisfaction Tools V2

    Uploaded by

    Alex Tellez
    This document describes an activity and evidence for a workshop on customer satisfaction tools. [1] It discusses the importance of properly using verbs, both regular and irregular, when expressing ideas in English orally and in writing, especially for documents that measure customer satisfaction. [2] It provides a reading on customer satisfaction and asks participants to answer true/false questions, complete sentences, provide definitions for verbs, and write sentences using verbs from a list in past simple tense. [3] The goal is to help participants appropriately use regular and irregular verbs in English for customer satisfaction materials.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd

    AA14 DR Ev 3 Workshop Customer Satisfaction Tools V2

    Uploaded by

    Alex Tellez
    99 views5 pages
    This document describes an activity and evidence for a workshop on customer satisfaction tools. [1] It discusses the importance of properly using verbs, both regular and irregular, when expressing ideas in English orally and in writing, especially for documents that measure customer satisfaction. [2] It provides a reading on customer satisfaction and asks participants to answer true/false questions, complete sentences, provide definitions for verbs, and write sentences using verbs from a list in past simple tense. [3] The goal is to help participants appropriately use regular and irregular verbs in English for customer satisfaction materials.

    Original Description:

    1

    Original Title

    AA14 DR Ev 3 Workshop Customer Satisfaction Tools V2(1)

    Copyright

    © © All Rights Reserved

    Available Formats

    DOCX, PDF, TXT or read online from Scribd

    Did you find this document useful?

    Is this content inappropriate?

    This document describes an activity and evidence for a workshop on customer satisfaction tools. [1] It discusses the importance of properly using verbs, both regular and irregular, when expressing ideas in English orally and in writing, especially for documents that measure customer satisfaction. [2] It provides a reading on customer satisfaction and asks participants to answer true/false questions, complete sentences, provide definitions for verbs, and write sentences using verbs from a list in past simple tense. [3] The goal is to help participants appropriately use regular and irregular verbs in English for customer satisfaction materials.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    99 views5 pages

    AA14 DR Ev 3 Workshop Customer Satisfaction Tools V2

    Uploaded by

    Alex Tellez
    This document describes an activity and evidence for a workshop on customer satisfaction tools. [1] It discusses the importance of properly using verbs, both regular and irregular, when expressing ideas in English orally and in writing, especially for documents that measure customer satisfaction. [2] It provides a reading on customer satisfaction and asks participants to answer true/false questions, complete sentences, provide definitions for verbs, and write sentences using verbs from a list in past simple tense. [3] The goal is to help participants appropriately use regular and irregular verbs in English for customer satisfaction materials.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    of 5

    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 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 T

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

    3. Complete la oración con la respuesta correcta teniendo en cuenta la lectura


    anterior:

    1
    Cochran, C. (2003). Customer Satisfaction: Tools, Techniques, and Formulas for Success. Chico,
    California: Paton Professional.
    a. Top management must communicate exactly how personnel will be expected
    to contribute because: it’s ___ not intuitively ___ obvious how this is
    possible.
    b. Even though customer satisfaction is the ultimate goal, financial control is
    needed, along with _ accountability _ and sound decision making

    c. Resources must be applied to __ understanding _ customer requirements,


    collecting __data __ on customer _ perceptions_, and analyzing it.

    4. Responda la siguiente pregunta. Use una oración completa. “Why do you think
    customer satisfaction is important?”
    ____ customer satisfaction is important because it is the ultimate goal of an
    organization committed to serving________________________

    5. 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 Needed Regular
    Have Tener Had Irregular.
    1 be Ser o estar Was- were Irregular
    2 realize Realizar realized Regular
    3 produce Producir- elaboar produced Regular
    4 collect reunir colleted Regular
    5 must deber Had to Irregular
    6 become llegar a ser- became Irregular
    7 serve servir
    convertirse served Irregular
    8
    9
    10
    11
    12
    13
    14
    6. 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 companies knew the importance of customer satisfaction

    2. We had what to do polls and collect data on customer perceptionscustomer perception

    3. The companies offered special discount to influence customer


    4. The companies were not satisfied if they do not know the satisfaction of their their customers
    customer

    5. The companies offered special discount to influence custome

    7. Una los actores de la cadena de suministro (1- 5) con las actividades que
    realizan (a- e).

    1. Supplier a. convert the materials into products


    2. Producers b. bring the product to the ultimate user
    3. Warehouses c. supply raw material
    4. Distribution centers d. store material or products
    5. Retailers e. deliver to the retailers

    8. Match the verbs with their definitions or synonyms

    1. To assemble a) To try hard; to struggle


    2. To require b) To put together, to collect
    3. To ship c) To transport; to send
    4. To strive d) To demand; to want; to need.
    Nota: para el desarrollo de esta evidencia tenga en cuenta estudiar el material de
    formación “Using regular and irregular verbs” y los materiales de apoyo.

    Realice el taller teniendo en cuenta las normas APA y envíe el archivo al


    instructor a través de la plataforma virtual de aprendizaje.

    Pasos para enviar la evidencia:

    1. Clic en el título de esta evidencia.


    2. Clic en Examinar mi equipo y buscar el archivo previamente guardado.
    3. Dejar un comentario al instructor (opcional).
    4. Clic en Enviar.

    Nota: esta evidencia es a través de los grupos de trabajo ya establecidos, tenga


    en cuenta de enviar la evidencia al tiempo todos los miembros del grupo.

    Recuerde revisar la guía de aprendizaje con el fin de verificar que ha realizado


    todas las actividades propuestas, saber cómo desarrollarlas y entregarlas
    correctamente.

    Criterios de evaluación
     Puede realizar actividades de verdadero o falso, basados en una
    conversación que ha escuchado o en un texto que ha leído.
     Proporciona explicaciones, argumentos y explicaciones lógicas sobre
    aspectos técnicos de su profesión en un debate.
     Puede inferir el significado de una palabra u oración dentro de un texto
    en inglés, así éste no esté explícito.
     Estructura adecuadamente una opinión sobre un tema conocido de su
    especialidad.

    You might also like