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LEARNING ACTIVITY 14
5: WORKSHOP SATISFACTION TOOLS”
EVIDENCE
“USING
VERBS
TO
BUILD
TECHNOLOGY IN LOGISTICS MANAGEMENT WORK PRESENTED BY THE APPRENTICE
ANYELO CASTILLO BERMUDEZ
SHEET: 1565223
RESPONSIBLE INSTRUTOR JOHN AVILA
LOGISTICS MANAGEMENT TECHNOLOGIST VIRTUAL TRAINING SENA 2018-2019
CUSTOMER
LEARNING ACTIVITY 14 5: WORKSHOP SATISFACTION TOOLS”
EVIDENCE
“USING
VERBS
TO
BUILD
CUSTOMER
INTRODUCTION
A survey was conducted with the objective of know the level of satisfaction of the clients and understand his needs, this survey was conducted with the information got through a questionnaire, with of 10 questions.
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
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. Enviar el archivo en formato .doc o .pdf. mediante el enlace dispuesto en la plataforma de aprendizaje.
Pasos para enviar la evidencia: 1. Clic en el título de la evidencia.
2. Clic en Examinar mi equipo y buscar el archivo previamente guardado. 3. Dejar un comentario al instructor (opcional). 4. Clic en Enviar.
Nota: esta evidencia es de carácter individual. Recuerde revisar el material de aprendizaje y los materiales complementarios para la elaboración satisfactoria de la presente evidencia. Esta evidencia se encuentra ubicada en la opción del menú principal: Fase Ejecución / Actividad de aprendizaje 14: Utilizar los índices de gestión que permiten la medición de la satisfacción del cliente con base en las técnicas de contacto / Evidencia 5: Workshop “Using verbs to build customer satisfaction tools”. Total horas: 13, 2 (D) y 11 (I).
Criterios de evaluación Explica y defiende sus opiniones técnicas en un debate, utilizando
expresiones en inglés
DEVELOPMENT OF THE EVIDENCE
This question was conducted with the end of investigate the image that the client have about the company and if the client is satisfied with the service. In this occasion the client is not very satisfied with the image that he has about the company, the client is in a middle point, between recommend the company and no do it. This question seek know the level of satisfaction of the client for with the company. the client is a somewhat satisfied with the company We can analyze that the client isn’t totally satisfied with the company; maybe we must effort more by his satisfaction, What the client consider ours products of high quality and good value for money, is a good signal, the client shows us his consent and satisfation When we analyze the response of the client we can concluded that ours products are useful and necessary for him, If the client consider our product of high quality that mean that, we go by good road. The client says that our product is in the average we consider that is a fair price, Must improve the communication with the client because he doesn’t consider very responsive ours questions the client takes short time of consume ours products but with the statistics of his response he shows that the client is has good impression
1. How likely is that you would recommend this company to a friend or colleague? This question was conducted with the end of investigate the image that the client have about the company and if the client is satisfied with the service.
Not all likely 0
Extremely likely 1
2
3
4
5
6
7
8
9
10
2. Overall, how satisfied or dissatisfied are you with our company? o Very satisfied. o Somewhat satisfied. o Neither satisfied nor dissatisfied. o Somewhat dissatisfied. o Very dissatisfied.
3. Which of the following words would you use to describe our products? Select all that apply. o Reliable. o High quality. o Useful. o Unique
o Good value for money. o Overpriced. o Impractical. o Ineffective. o Poor quality. o Unreliable. 4. How well our products meet your needs? o Extremely well. o Very well. o Somewhat well. o Not so well. o Not at all well. 5. How would you rate the quality of the product? o Very high quality. o High quality.
o Neither high nor low quality. o Low quality. o Very low quality. 6. How would you rate the value for money of the product? o Excellent. o Above average. o Average. o Below average. o Poor. 7. How responsive have we been to our questions or concerns about our products? o Extremely responsive. o Very responsive. o Somewhat responsive. o Not so responsive. o Not at all responsive.
o Not applicable. 8. How long have you been a customer of our company? o This is my first purchase. o Less than six months. o Six months to a year. o 1- 2 years. o 3 or more years. o I haven’t made a purchase yet. 9. How likely are you to purchase any of our products again? o Extremely likely. o Very likely. o Somewhat likely. o Not so likely. o Not at all likely.
10. Do you have any other comments, questions or concerns?
I liked the product a lot, but I would like to know if you are going to produce more flavors. (SurveyMonkey, 2016)1
1
SurveyMonkey. (2016). Customer Satisfaction Survey Template. Consultado el 30 de octubre de 2016, en https://es.surveymonkey.com
CONCLUSION
The client has the reason, is the factor more important that a company have for this reason his satisfaction is the priority.
5: WORKSHOP SATISFACTION TOOLS”
EVIDENCE
“USING
VERBS
TO
BUILD
TECHNOLOGY IN LOGISTICS MANAGEMENT WORK PRESENTED BY THE APPRENTICE
ANYELO CASTILLO BERMUDEZ
SHEET: 1565223
RESPONSIBLE INSTRUTOR JOHN AVILA
LOGISTICS MANAGEMENT TECHNOLOGIST VIRTUAL TRAINING SENA 2018-2019
CUSTOMER
LEARNING ACTIVITY 14 5: WORKSHOP SATISFACTION TOOLS”
EVIDENCE
“USING
VERBS
TO
BUILD
CUSTOMER
INTRODUCTION
A survey was conducted with the objective of know the level of satisfaction of the clients and understand his needs, this survey was conducted with the information got through a questionnaire, with of 10 questions.
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
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. Enviar el archivo en formato .doc o .pdf. mediante el enlace dispuesto en la plataforma de aprendizaje.
Pasos para enviar la evidencia: 1. Clic en el título de la evidencia.
2. Clic en Examinar mi equipo y buscar el archivo previamente guardado. 3. Dejar un comentario al instructor (opcional). 4. Clic en Enviar.
Nota: esta evidencia es de carácter individual. Recuerde revisar el material de aprendizaje y los materiales complementarios para la elaboración satisfactoria de la presente evidencia. Esta evidencia se encuentra ubicada en la opción del menú principal: Fase Ejecución / Actividad de aprendizaje 14: Utilizar los índices de gestión que permiten la medición de la satisfacción del cliente con base en las técnicas de contacto / Evidencia 5: Workshop “Using verbs to build customer satisfaction tools”. Total horas: 13, 2 (D) y 11 (I).
Criterios de evaluación Explica y defiende sus opiniones técnicas en un debate, utilizando
expresiones en inglés
DEVELOPMENT OF THE EVIDENCE
This question was conducted with the end of investigate the image that the client have about the company and if the client is satisfied with the service. In this occasion the client is not very satisfied with the image that he has about the company, the client is in a middle point, between recommend the company and no do it. This question seek know the level of satisfaction of the client for with the company. the client is a somewhat satisfied with the company We can analyze that the client isn’t totally satisfied with the company; maybe we must effort more by his satisfaction, What the client consider ours products of high quality and good value for money, is a good signal, the client shows us his consent and satisfation When we analyze the response of the client we can concluded that ours products are useful and necessary for him, If the client consider our product of high quality that mean that, we go by good road. The client says that our product is in the average we consider that is a fair price, Must improve the communication with the client because he doesn’t consider very responsive ours questions the client takes short time of consume ours products but with the statistics of his response he shows that the client is has good impression
1. How likely is that you would recommend this company to a friend or colleague? This question was conducted with the end of investigate the image that the client have about the company and if the client is satisfied with the service.
Not all likely 0
Extremely likely 1
2
3
4
5
6
7
8
9
10
2. Overall, how satisfied or dissatisfied are you with our company? o Very satisfied. o Somewhat satisfied. o Neither satisfied nor dissatisfied. o Somewhat dissatisfied. o Very dissatisfied.
3. Which of the following words would you use to describe our products? Select all that apply. o Reliable. o High quality. o Useful. o Unique
o Good value for money. o Overpriced. o Impractical. o Ineffective. o Poor quality. o Unreliable. 4. How well our products meet your needs? o Extremely well. o Very well. o Somewhat well. o Not so well. o Not at all well. 5. How would you rate the quality of the product? o Very high quality. o High quality.
o Neither high nor low quality. o Low quality. o Very low quality. 6. How would you rate the value for money of the product? o Excellent. o Above average. o Average. o Below average. o Poor. 7. How responsive have we been to our questions or concerns about our products? o Extremely responsive. o Very responsive. o Somewhat responsive. o Not so responsive. o Not at all responsive.
o Not applicable. 8. How long have you been a customer of our company? o This is my first purchase. o Less than six months. o Six months to a year. o 1- 2 years. o 3 or more years. o I haven’t made a purchase yet. 9. How likely are you to purchase any of our products again? o Extremely likely. o Very likely. o Somewhat likely. o Not so likely. o Not at all likely.
10. Do you have any other comments, questions or concerns?
I liked the product a lot, but I would like to know if you are going to produce more flavors. (SurveyMonkey, 2016)1
1
SurveyMonkey. (2016). Customer Satisfaction Survey Template. Consultado el 30 de octubre de 2016, en https://es.surveymonkey.com
CONCLUSION
The client has the reason, is the factor more important that a company have for this reason his satisfaction is the priority.
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