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.
