Professional Documents
Culture Documents
Actividad de aprendizaje 14
Evidencia 3
“Customer satisfaction tools”
Grupo 1
SENA GESTION LOGISTICA
SENA – CENTRO DE GESTIÓN DE MERCADOS, LOGÍSTICA Y TECNOLOGÍAS
DE LA INFORMACIÓN
Actividad de aprendizaje 14
Evidencia 3
“Workshop – Customer satisfaction tools”
Presentado a instructor:
Integrantes de Grupo 1
Ficha: 1503120
Introducción…………………………………………………………………………….1
Objetivo general....…………………...…………………….…………………………..2
Conclusión…….………………………………………………..………………… ......9
Bibliografía……………………………………………………………..……………..12
Introducción
Satisfaccion del cliente es un concepto inherente al ambito del marketing y que implica
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
Los objetivos principales del servicio de atención al cliente son escuchar al cliente
cuáles son sus expectativas, asesorarlo y presentarle la mejor opción disponible, producto
Definir con él aquellos beneficios del producto o servicio se dirigen mejor a cubrir sus
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.
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.
a) F
b) V
c) V
d) F
e) F
3. Escriba en cada parrafo una oracion que resuma su idea principal, de acuerdo al texto
leido.
cliente
Parrafo 2: Se debe priorizar la satisfaccion del cliente dentro de los objetivos junto con la
Together with competitiveness and the financial factor, customer satisfaction must be
Everyone must contribute their work to achieve the goal of satisfying the client.
Regular Irregular
Back Do
Have
Make
6. Con la ayuda de los verbos, elabore una lista de 15 oraciones sobre la lectura:
1. Customer satisfaction is a marketing concept
6. the sales team complies with your good disposition successful organizations meet the
8. When a product does not meet the expectations of costumers, it generates disloyalty
towards it
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 satisfy with the post service this year
Conclusion
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 compañia, por eso un
servicio de excelencia es mas rentable, mas atractivo para los clientes como para los
cliente , para poder establecer una mejor estrategia y trabajar sobre los requerimientos o
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.
Bibliografía
Logística: ISMI – International Service Marketing Institute.(2001, octubre).
¿Sabe lo que sus clientes esperan de usted? Mk Marketing + Ventas. Nro 162.
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