Programa de Formación: Técnico en Asistencia Administrativa

Código: 122121

No. Orden: 150256

Competencia a Desarrollar: Comprender Textos en Inglés en Forma escrita y auditiva.

Resultado(s) de Aprendizaje: Leer textos muy breves y sencillos en inglés general y

técnico.

Nombre del Aprendiz: Luna Vanesa Gallego Nis SOFIA PLUS:________

Nombre del Instructor: JENNY PERDOMO ARBOLEDA Nis SOFIA PLUS:7945611

Duración de la evaluación: 1 hora

2. INSTRUCCIONES PARA EL DILIGENCIAMIENTO:

Señor Aprendiz:

1. El instrumento será aplicado dentro del ambiente.

2. Llene los datos de identificación del aprendiz

3. Lea muy bien cada uno de los enunciados de las preguntas

4. Recuerde que el manejo de vocabulario técnico, hace parte fundamental para las

actividades a realizar en su proyecto de formación.

5. El instrumento se aprueba con el 80%.

3. CUERPO DEL INSTRUMENTO: (Preguntas o Lista de chequeo)

A. Complete the following statements with the right Word or words.

a) In order to offer a good customer service a company must focus on

a company must focus on quality. Product quality, while

important. Quality must encompass all aspects of a business, from superior service to
turnaround time.
Elements of quality service is:
Reliability, assurance, tangible, empathy, responsiveness

SENA: CONOCIMIENTO Y EMPRENDIMIENTO PARA TODOS LOS COLOMBIANOS

INSTRUMENTO DE EVALUACIÓN

F08-63-005/01-10

Proceso: Ejecución de la Formación

Procedimiento: Desarrollo Curricular

Versión 2

Loyal customers are

a) prefer your brand over others

b) someone who is satisfied with the product

c) commitment to buy back

d) positive attitude towards the brand

e) recommend product to others

There are internal and external customers.

The term "quality paradigm" refers to new way of thinking about quality and customers.

Employees must focus on customer relations and sevice to the client

B. Taking into account your class project and the next customer situations,

explain how you would offer the service.

a) Sometimes, customers need extra attention. Cue in the old lady with a large

handbag. This client is way past her prime and will probably walk slower than your

regular customers. She might also be a little hard of hearing.

we must have patience and stay calm by showing a genuine interest she listened intently and
inspiring confidence, and thus make it easier to buy a product or service

b) Minding your manners is essential to a successful business. Never forget to thank

your customers. It's one of the basic forms of acknowledgement and respect.

There is a customer who is too much confused because he does not understand

the information you are explaining.

we explain several times in a manner that the client understands what he means taking
into account that the customer should be treated with kindness and respect

c) One of your best customers is complaining about a bad call service she got.

we must consider it as the customer is always right, that is why we must be patient and not
argue with the customer, because if the client complains about the service is because the
company needs to improve.

C. Watch the next video in this link http://www.youtube.com/watch?

v=QJNVrY_Z2NM, then answer the questions.

What do customers want when purchasing a product?

processing quality, fast shipping and efficient transactions and the future vision for the
future must be to improve the present, they demand a perfect product

Does each customer have his / her own point of view of quality?

the persons has different tastes and needs so you can fit for a quality needed

Which are the advantages of buying a cell phone in USA?

contract and warranty coverage that exceeds the quality

Now Watch the next video http://www.youtube.com/watch?

v=OJVHg_JAGNU&feature=fvst, write a short summary about the news survey

about customer service.

Whit just have a view of a report about the ten most popular store like UPS wall mark and
others and the people said the good and bad things about the customers services to the
client. For example they like the way UPS and wall mark have good personal working at
customer service thepartament.

4. RESULTADOS:

SENA: CONOCIMIENTO Y EMPRENDIMIENTO PARA TODOS LOS COLOMBIANOS

Pagina 2 de 2

INSTRUMENTO DE EVALUACIÓN
F08-63-005/01-10

Proceso: Ejecución de la Formación

Procedimiento: Desarrollo Curricular

Versión 2

Modelo

de Mejora

Continua

5. OBSERVACIONES-RECOMENDACIONES

Ciudad y fecha de aplicación del instrumento: Abril 28, 2011

_______________________

Firma del Aprendiz

_______________________

Firma Instructor