Actividad de aprendizaje 14

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

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.

Este taller cuenta con dos momentos: uno escrito y otro oral. Durante el momento
inicial, el aprendiz deberá a partir del caso anterior, lo siguiente:

Primer momento: producción escrita

1. 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.
2. 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 a la cliente analizada.
Para el desarrollo de este informe puede usar la herramienta ofimática de
su preferencia.
3. Enviar el archivo en formato .doc o .pdf. mediante el enlace dispuesto en la
plataforma de aprendizaje.
Producción escrita

ANALYSIS CUSTOMER SATISFACTION SURVEY TEMPLATE “MY SWEET

CANDY”

Below the explication point for point of the survey template:

 The client only recommends the company in only 50% because he is not a
frequent customer and has not had a frequent commercial relationship.

 The client is not completely satisfied, the reason maybe because he has
only made one purchase and from there he starts the commercial
relationship with the company.

 When asked about the description of the products, the client states that he
liked the quality and good price.

 When asked about the satisfaction of the products, the client informs that
the products meet the need for which they purchased.

 When it is consulted about the qualification of the products, the client states
that it is very high, this indicates that we are fulfilling that point of the
business.

 When asked about the quality-price relationship, the
customer shows an average grade, which indicates that the
price of the product is what, does not allow the customer to be
completely satisfied.
 A very important point in this point 7 on the attention given to respond to the
client, we see that there is a great failure, the client responds that it is not
very good.

 Because he is a new client, the information he provides is small, he does

not have much business experience with us, that is why it is better to carry
out this survey in the first business and after 10 orders of purchases, this
way we will have how to make a comparative about the customer's opinion
and the service.

 For the first experience that the client has, we see that you want to continue
with the purchase of the products, we know that the quality of the products
is good and you can see how it is encouraged through promotions and
improvements in the price.

 A point that we see that the customer needs is the variety of flavors on the
products, point that must be studied so that the client does not have the
need to find another supplier that can offer everything" he needs and leave
him 100% satisfied

FUENTES: VIVIAN MORENO Y EL MATERIAL DE APOYO.