Na otázky spokojenosti zákazníků odpoví další lekce pondělní obchodní angličtiny, kterou připravujeme ve spolupráce s jazykovou agenturou Skřivánek. Odpovědi k jednotlivým cvičením a komplexní test najdete opět na konci lekce.
Read the following paragraph and fill in the words from the box below:
words: marker, overcrowded, differentiator, global, essential, flourish, opportunity, remarkable, key
text: Customer satisfaction is closely linked to customer service. If the customer service works well then company´s customers will be satisfied and the company will 1)____. Customer satisfaction has become a 2)____ 3)____ and an important 4)____ in the business strategy. With the new 5)____ economy, companies have realized that customer satisfaction is 6)____ as there is little 7)____ for 8)____ differentiation of products in the up to date 9)____ market.
Measuring customer satisfaction is a key to attracting new customers which can slowly but steadily increase their market share.
Read the definition of customer satisfaction and fill in the two missing words:
Because this concept of customer satisfaction is quite new to many companies, it would be a good start to define what customer satisfaction exactly means. We can talk about customer satisfaction if the customers´ product or service expectations have been 1)___ or 2)____. This satisfaction then leads to being loyal to the company and the customers go and buy the product again.
In the next paragraph, you will find several acronyms; try to write them in full words:
If you want to develop and work on your customer satisfaction, get familiar with the ACSI. 1)A....... 2)C....... 3)S........... 4)I.... is a scientific standard of customer satisfaction and it can very precisely predict the growth of GDP ( 5)G.... 6)D....... 7)P......) and PCE ( 8)P....... 9)C.......... 10)E..........). The data produced by ACSI is also closely related to the financial performance of a company known as ROI ( 11)R..... 12)O. 13)I.........) and to other microeconomic markers.
But there are also other models for measuring customer satisfaction such as the Kano Model which is another type of theory that classifies customer preferences into five categories according to their approach to a particular product.
If you write antonyms for these words, you will get the five categories mentioned above. The first letters will help you to find the appropriate expressions:
Repulsive - 1) A.........
Sophisticated - 2) O..............
Redundancy - 3) M......
Interested - 4) I..........
Progress - 5) R......
To give an example from B2B (i.e. Business to Business) surveys, there exists the InfoQuest box which has been used all over the world since 1989.
The definition of customer expectations will narrow down the need for a thorough research. Among the sources of customer satisfaction can be found: previous experience, personal needs, explicit and implicit service communication, values and believes, views about government and a very important word-of-mouth communication.
The most important things for customer satisfaction are determinants of service quality. The factors influencing satisfaction are:
Find the correct word for each definition:
1)"_____"= availability of service
2)"_____" = keeping customers informed and listening to customers
3)"_____" = having skills and knowledge to provide the service
4)"_____"= politeness, respect, consideration, friendliness of staff
5)"_____" = providing consistent, accurate and dependable service, fulfilling what promised
6)"_____" = being willing and ready to provide service when needed
7)"_____" = physical or financial, confidentiality
8)"_____" = physical aspects of the service such as equipment, facilities, staff appearance
9)"_____"= knowing individual needs
Have a look at the final paragraph and fill in the nouns from the box below:
nouns: shopping, methods (3x), representation, groups, framework, consultations, purpose, survey, soil, proceedings
text: Finally, to improve customer satisfaction, it is required to develop a strategic 1)____ for service, use appropriate 2)____, ensure that the 3)____ used are fit for the 4)____, rethink 5)____, and differ the 6)____ for different insight, e.g. carry out satisfaction 7)____, provide 8)____, analyze focus 9)____, do mystery 10)____ and so on. All of these can prepare a fertile 11)____ for the company in which it can grow and prosper as these 12)____ should contribute to getting enough satisfied customers who will want to buy and promote the company products.
Read the following paragraph... 1) flourish, 2) key, 3) differentiator, 4) marker, 5) global, 6) essential, 7) opportunity, 8) remarkable, 9) overcrowded
Read the definition... 1) met, 2) exceeded
In the next paragraph... 1) American, 2) Customer, 3) Satisfaction, 4) Index, 5) Gross, 6) Domestic, 7) Product, 8) Personal, 9) Consumption, 10) Expenditure, 11) Return, 12) On, 13) Investment
If you write antonyms... 1) Attractive, 2) One-Dimensional, 3) Must-Be, 4) Indifferent, 5) Reverse
Find the correct word... 1) Access, 2) Communication, 3) Competence, 4) Courtesy, 5) Reliability, 6) Responsiveness, 7) Security, 8) Tangibles, 9) Understanding the customer
Have a look at the final paragraph... 1) framework, 2) methods, 3) methods, 4) purpose, 5) representation, 6) methods, 7) surveys, 8) consultations, 9) groups, 10) shopping, 11) soil, 12) proceedings
Jazyková agentura Skřivánek
Skřivánek je největší jazykovou agenturou ve střední a východní Evropě. Na trhu jazykových služeb působí již od roku 1994. Kanceláře a učebny agentury Skřivánek najdete v 22 městech ČR a v dalších 13 zemích světa.