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Nombre del Aprendiz: Diego Fernando baquero salcedo

Documento de identidad: 1.121.823.801


Fase de ejecución:14
Evidencia 3: workshop “customer satisfaction tools”
Ficha de caractereizacion:1792939
Centro de formación SENA: Gestión logística 2018

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
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