Actividad de aprendizaje 14

Evidencia 5: Workshop “Using verbs to build customer satisfaction tools”

Juan pablo salazar

Cod 1065865637

Sena 2019
En la interacción con una segunda lengua, no se puede obviar un tema de tanta
importancia como lo es el manejo de los verbos. Si un profesional no posee un
léxico enriquecido por el manejo de los verbos en inglés, sería casi imposible que
pueda expresarse de forma clara en este idioma.

Para afianzar el tema mencionado, lleve a cabo la evidencia Workshop“Using

verbs to build customer satisfaction tools” estudiando el material de formación
“Using regular and irregular verbs”, los materiales de apoyo y analizar el siguiente
caso:

La empresa “My sweet candy” produce caramelos y chicles y necesita conocer la

opinión de los clientes, para esto, elaboraron una encuesta para medir el grado de
satisfacción y quisieran conocer los resultados a partir de un informe donde se
evidencie y analice la situación

Primer momento: producción escrita

Leer y analizar la encuesta de medición del grado de satisfacción del cliente, la

cual se encuentra en el documento descargable asociado a esta evidencia.

Realizar un informe utilizando verbos regulares e irregulares en pasado y presente

con un mínimo de 150 palabras y máximo 300 palabras que explique el resultado
de la encuesta de satisfacción al cliente analizada. Para el desarrollo de este
informe puede usar la herramienta ofimática de su preferencia.

DESARROLLO
“My sweet candy”, in the framework of the Implementation of the Comprehensive
Management Policy HSEQ and concerned about the continuous improvement in
their processes and the procedures applied in each of them, as well as in the
satisfaction of their users, which through of statistics allow you to measure the
attention provided, and establish mechanisms of contact with them. Based on the
foregoing, customer satisfaction surveys were conducted in the development of
public audiences for socialization and accountability management report validity
2018, in the department of Atlántico, were made according to the parameters
established in the procedure of the customer satisfaction survey analysis, which
resulted in the following analysis of the questions surveyed:
The people surveyed expressed a good satisfaction towards our product, they feel
comfortable with the product we offer and they give us an improvement such as
implementing new flavors, this survey is a good tool to visualize that we are doing
a good job.
Segundo momento

Luego, participe en la sesión virtual exponiendo en inglés lo realizado en el informe e

indicando si el tipo de herramienta utilizada para medir el grado de satisfacción de los
clientes fue el adecuado y el porqué.

A satisfaction survey is a study used to measure how satisfied customers are and what
level of commitment they have towards a brand, product or service. Carrying out a
satisfaction survey is always the best way to find out what customers think. There are
many methods to do surveys, through a satisfaction survey you can also meet dissatisfied
customers and prevent them from abandoning your brand, product or service. Thus, it will
have the tools to meet the expectations of customers and not affect the income of the
company.
A satisfaction survey has to be used to make decisions in the short, medium and long term.

These are the main objectives of a satisfaction survey:

• Know exactly what you need to improve.
• Know what the customers of your brand are saying.
• Know which are the points that most please your customers.
• Understand the needs of customers.
• Know what you can do to retain customers.
• Know if you are doing the right thing with certain strategies.
• Extend the expectations of customers.