Actividad de aprendizaje 14

Evidencia 3: Workshop “Customer satisfaction tools”

Introducción

Satisfacción del cliente es un concepto inherente al ámbito del marketing y que implica como su

denominación nos lo anticipa ya, a la satisfacción que experimenta un cliente en relación a su

producto o servicio adquirido, consumido, porque precisamente el mismo ha cubierto en pleno las

expectativas depositadas al momento de adquirirlo.

El objetivo entonces a cumplir es lograr la satisfacción.

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.

he objective then to fulfill is to achieve satisfaction.

 Objetivo general

Los objetivos principales del servicio de atención al cliente son escuchar al cliente activamente

entendiendo sus necesidades y atendiendo sus requerimientos. Comprender cuáles son sus

expectativas, asesorarlo y presentarle la mejor opción disponible, producto o servicio, que

responda a sus necesidades y deseos.

Definir con él aquellos beneficios del producto o servicio se dirige mejor a cubrir sus deseos y

necesidades. Responder todas sus inquietudes acerca de la adquisición y mejor uso del producto o

servicio.

Aclarar sus dudas y objeciones para que el cliente siente el placer y la satisfacción de lo adquirido,

ofrecer todas las garantías y referencias que aseguren al cliente que su decisión es la más correcta.

Coordinar con el cliente las condiciones de su compra: fecha de entrega, envío, soporte técnico.

Comprometer con el cliente un seguimiento de satisfacción.

 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

1
Goals

The main objectives of customer service

Listen to the client actively understanding their needs and meeting their requirements.
Understand what your expectations are Advise and present the best available option, product or
service that responds to your needs and desires.

Define with it those benefits of the product or service are better directed to cover your wants and
needs.

Respond to all your concerns about the acquisition and better use of the product or service.

Clarify your doubts and objections so that the client feels the pleasure and satisfaction of the
acquired.

Offer all the guarantees and references that assure the client that his decision is the most correct.

Coordinate with the customer the conditions of your purchase: delivery date, shipping, technical
support.

Commit with the client a follow-up of satisfaction.

Evidencia 3: Workshop “Customer satisfaction tools”

1. Read “What is customer satisfaction?

1. 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.

FV

b. Customer satisfaction is something an organization does to stay in business.

FV

c. Satisfying the customers is the most important achievement an organization has committed
itself to serving.

FV

d. Payoffs more often are realized in the short term.

FV

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

2. Consteste las siguientes preguntas de verdadero falso sobre el texto:

a) F

b) V

c) V

d) F

e) F

3. Escriba en cada párrafo una oración que resuma su idea principal, de acuerdo al texto leído.

Párrafo 1: La importancia de enfocar el liderazgo de una empresa a la satisfacción del cliente

The importance of enforcing the leadership of a company in customer satisfaction.

Párrafo 2: Se debe priorizar la satisfacción del cliente dentro de los objetivos junto con la

competitividad y el factor financiero.

Together with competitiveness and the financial factor, customer satisfaction must be prioritized

within the main objectives.

Párrafo 3: La satisfacción del cliente es una inversión a mediano y largo plazo...

Customer satisfaction is an investment in the medium and long term.

Párrafo 4: Todo el mundo debe contribuir con su trabajo a conseguir la meta de satisfacer al

cliente.

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 15 oraciones sobre la lectura:

1. Customer satisfaction is a marketing concept

2. The objective to achieve is to achieve satisfaction

3. Satisfying the customer correctly is undoubtedly the key to success

4. An adequate customer service guarantees your satisfaction

5. It is very important to fulfill the promise of sale

6. The sales team complies with your good disposition successful organizations meet the

expectations of their clients

7. The marketing team performs accounts to the clients

8. When a product does not meet the expectations of costumers, it generates disloyalty towards it

9. The level of customer satisfaction is positive

10. The suppliers are also important in the process

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

12. The work team strives for the goals of excellence

13. The company intends to segment the market by customers and their sales volumes

14. Reliability and fairness are two characteristics that make customers loyal

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

Pensar en un servicio excepcional es raro sin embargo no es un sueño imposible, existen empresas

que ofrecen un servicio magnifico y como resultado se ven beneficiadas sus utilidades.

Cuando un producto o servicio es malo pierde todo el mundo, pierde el cliente pierde la empresa

pierden los clientes, los proveedores, los accionistas de la compañía, por eso un servicio de

excelencia es más rentable, más atractivo para los clientes como para los empleados y esto

consolida el futuro de la compañía, por esto es importante escuchar al cliente , para poder

establecer una mejor estrategia y trabajar sobre los requerimientos o las fallas en el servicio, toda

esta información es proporcionada por el alma de la compañía los clientes.

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.