Conferencia web 4 Reconocer los criterios de evaluación del servicio teniendo en cuenta protocolos

Okay, very good. Good morning, Nestor,

Carol, Brailis. How are you feeling today?

Very good thank god. And how

are you?

Okay, Nestor, thank you very much.

Okay guys, at 8 a.m.

on July 17, 2026, we begin

the fourth and final web conference of the

Customer Service through Technological Means course

.

Well, this week has been a bit

complicated

because the platform maintenance took

longer than

expected, so that caused some

inconveniences. However, here we are

. It appears the

platform is now working

properly.

So, I'm going to share the

Sayuna platform.

Please let me know if you're watching it yet

.

Yes, ma'am.

Okay, perfect.

Ready. So

we're going to review the schedule, although there

were some

changes these days, precisely because it

wasn't available,

but we're going to review it to have

clarity on our timelines.

So, according to the schedule,

learning activity 3 was supposed to close on the

15th.

But taking into account the

problems we had, I extended

the closing date of activity 3 until

yesterday and this was posted in an

announcement

in each of the groups,

and

the start of

learning activity 4, which was scheduled for

yesterday the 16th, is now today, July 17th.

So, please note that

today we are starting

learning activity 4, in the same way that

we moved

this web conference that was scheduled for

yesterday at 2 pm,

we had the need to move it to today at

8 am.

What remains unchanged, let's keep this in mind

, is the final date for submitting

evidence. It is still

July 24th.

The platform will close that day at 23:59.

So, please, so you're

aware, when is July 24th,

next Friday?

No evidence will be received on the following two business days, which are July 27th and 28th.

In other words,

no evidence was received even on that weekend, the 25th and 26th.

Let's keep this in mind so we don't

have any problems at the end, like not

knowing the platform isn't

working for them, arriving late from

work, or their internet going down. We don't even

have a week yet to catch up on

what's owed from

the first three pieces of evidence and submit

the last piece of evidence. So, is

the information I'm giving you

regarding the dates clear?

Yes, ma'am.

Yes, ma'am.

Okay, perfect. So, he says, our

last learning activity is

called evaluating customer service and attention

. The learning outcome

here is to recognize the

service evaluation criteria, taking into

account customer service protocols and manuals

.

What is the evidence? Here we need to

develop a workshop on evaluating

customer service and attention. You

have to be very careful with the

development of this workshop because you absolutely

must review the learning guide to complete it.

Anyone who doesn't review the learning guide will have

completely flawed evidence. Because? Because

the guide clearly defines how

this workshop is conducted. So let's

look at the learning guide.

I'm coming this way,

the guide. Please

tell me if we're already

looking at the guide. Yes

or no? Can you see it now?

Yes sir.

Okay, perfect. So, let's go to

section 3.4

of our learning guide.

Here,

learning activity four, evaluate

customer service and attention.

This activity focuses on evaluating the

quality of service offered to the

customer. For this, it is important to know

the organization's policies

that demonstrate the

response processes for complaints, claims, suggestions, requests, and feedback (PQRSDF),

the evaluation of the service, the

key factors, and the traceability of

customer service.

Training materials. For the

development of this activity, it is

important to read and analyze the

information component, protocols, and

policies for evaluating

customer service and attention.

Evidence.

The actions and corresponding

evidence that make up the

learning activity are described below.

Evidence from workshop on evaluating

customer service and attention.

Learning activity 4, evidence

one.

So it says here, "This evidence

focuses on evaluating the quality of

service offered to the customer. For

this, it's important to know the

organization's policies that demonstrate

the response processes for complaints, claims, suggestions, requests, and feedback (

PQRSDF), service evaluation,

key factors, and

customer service traceability.

The following actions and

aspects to be developed are outlined below. First, identify

and describe the characteristics of the

company you are interested in, which you will be

analyzing. Keep in mind its

business activity,

economic sector, and corporate aspects.

So, let's clarify a

few things

here. You are the customers, and we

are all customers every day; we have all

received products and services from some

company, some organization.

For this reason, it is not valid—listen

carefully—it is not valid to do the

work on fictitious companies or

companies generated by

artificial intelligence. I

say this because there has already been

a case of someone who

developed this task, this evidence, and it

clearly states in their evidence that they

are doing it on a

fictitious company.

From the outset, the evidence is invalid."

Why? Because with a

fictitious company, you completely lose

sight of what's required for this

evidence. So, you're going to

choose a company. Which company? Any company

you want, as long as it has a

presence in

digital media.

This company could be, I do

n't know, a supermarket that you

know has a presence

in digital media, or a

restaurant. Let's

avoid using

cell phone companies as examples, because

that's pretty

overused, let's say, in evidence

that's been submitted and found on

Google. So, I

have to tell you right away, no. Let's also

avoid evidence from Éxito department stores

because they also download a lot of it from Google

and that's what they submit. So, it

could even be, I don't know, for example, a

hair salon. If the hair salon has a presence

on WhatsApp, that works for you because you

need it to have a presence in a

technological medium. So, let's identify

a company where you've actually

been a customer. So, that's the

first step, and it says, "Identify and

describe the characteristics of the

company of your interest to which..." "It will

perform the respective analysis." You

will then say what

commercial activity it carries out, what the economic sector is

, because you might be looking for

a company that has a website

where you will find a lot of

information, so you won't be

able to provide it.

Number two, identify the processes

related to responding to and

evaluating complaints, claims, requests, suggestions, and feedback (PQRSDF),

the evaluation of the service from the

customer's perspective, the

key factors for the success of a service, and the

traceability of the service through

continuous process improvement. We

will review this second point

in the training material.

There it is defined what

PQRSDF, service evaluation,

key factors, and traceability are.

So, based on that, you will

identify if the company or

commercial establishment you are going to

evaluate has

these processes and procedures defined.

It says here, after completing the

previous points, develop the following in

relation to the company of your interest or

choice.

Three, identify and rate the

experiences generated by

the company's products and services.

Four, observe if

the company's products or services exceed the

Customer expectations. So,

how are you going to know that? Well, because

you can go and look at the

company's online reviews, what

people are saying, what's being said on social media, and see

if it exceeds or falls short of

customer expectations.

Five, evaluate your experience

when researching and studying the

company's products and services.

Also, consider whether, based on your

experience, there's a likelihood that you'd

recommend the brand or company.

So, pay attention here.

You, and only you, will decide

what your experience is when

researching and studying the

company's products and services.

Where? If you say research and study,

it means you're going to search online for information about the

company's products and services and what

your experience is. Perhaps you say, "The

experience wasn't good because the

website is outdated,

not all the products are listed, and there's no

information about prices."

Say it. And here it says, consider if from

your experience, that is, each of

you, if from your experience there is

a probability that you would recommend the

brand or company, would you recommend it?

So there's your answer. Yes.

Six. Provide a description of

the company's products and services.

So, be careful with this. If it's a

company that has a lot of products,

then it's going to be a bit complicated

to describe them all. Choose the most

relevant ones, then those that best

represent that company or

establishment. So, you're going to give

a description of them. Seven,

rate the company's products and services

by their respective areas. according to

quality, price,

visual appeal,

shopping experience, instructions for use,

customer support, website,

online documentation, etc. In other

words, it will give a rating for

each of these aspects.

Eight, describe three

main characteristics of the company's products and services

. So, in number six

you described them in a general way,

but in number eight you are going to say

what the

main characteristics of those products and

services are.

Nine, evaluate the responsiveness and service

provided by the company and how it addresses

customer concerns.

So, this is closely related to

whether the company has a channel to

receive complaints, claims, requests, suggestions, and feedback,

whether it actually responds, whether it provides solutions, and whether it

has a warranty on its products.

So, that corresponds to nine. In

question 10,

what is the probability that you, as a

customer, will want to buy

the company's products again? A

different answer than the one we had here

in S. In question five, it asks,

"Consider whether, based on your experience, there is

a probability that you would recommend

the brand or company?" It's one thing

to recommend it to someone else, but here at point

10, what is the probability that

you, as a customer, will want to

buy the company's products again?

And they are two different things. And I'm going to

give you an example I had some

time ago with an apprentice.

She developed the workshop about

this; it was a restaurant

in a

rural area of ​​the city where she was

located.

According to

her description, it seemed to be a place with high

prices

, but it had a

good reputation

, with good reviews on

social media,

and people highly recommended the dishes, the

place, and the service. All this and she went

and what she said in what she said

was that there was a high

probability that she would recommend it

to other people. However, in

question 10 I remember very well that she

said, "What are the chances that you

as a customer will want to come back?" She

replied that there was no

possibility of returning and gave her

answer, her justification. She

said that there was no such possibility

because it was way out of her

budget,

and that to go to that place she had had to

make a significant financial effort

, saving up for a

considerable time because it caught her

attention. What she wanted was to

go and verify, just once, that what

people were saying was true, but she

considered that it was really too

expensive for ordinary people like

any of us, probably

those of us here, and for that reason

she didn't give it the chance of

returning.

So, his answer was wrong, wasn't it?

Because it was their experience, that is, it's what

each of us evaluates

in relation to a company.

We might suddenly say, "No, well, the

probability of returning... yes, it

exists because if I had the money, of

course, but that wasn't

my answer, it was hers. For

her, no, it wasn't. So, this isn't about

having a good or

bad answer. We're evaluating, and

everyone will give their point of view. For that

reason, I go back to what I said

initially: it's not valid to work

on fictitious companies, companies where we have

n't actually been customers. You

need to be a customer. It's also not valid—and

pay attention to this because it's also

happened that there are people who

already have a company, a business,

and they start evaluating

their own business. It does

n't make sense because you're never going to

be the customer of your own company, and what we

need is for someone in the

customer's shoes to evaluate a

business or a company.

So, for that reason, it's not valid. It has to

be where you've actually

been a customer and received a good or a

service.

Okay, number 11. Finally, you must

make a conclusion and contribution." Oh, I went overboard

.

And a contribution on the results obtained

in the activity. When conducting

the workshop and drawing conclusions, keep in

mind what information or

aspects you consider were

missing to carry out the analysis of the

company based on the evaluation of

customer service and attention?

So, for you, what was missing?

What does this company lack that

would allow you to complete the evaluation?

What recommendations from your training

in this component do you think could be

applied to better manage

the technological resources available to

the company of your interest?

12. For the workshop,

keep in mind the steps suggested in

the training component, protocols, and

policies for evaluating

customer service and attention. So, let's

review what the

training component tells me.

General guidelines for submitting

the evidence: deliverable

workshop, PDF format, minimum length 10

and maximum 20 pages. To submit

the evidence, go to the area of ​​the

corresponding activity and access the

workshop space on evaluating

customer service and attention.

So, now Remember that the

length isn't relevant. What

you really use is

important; it

might seem obvious, but sometimes

we make mistakes in the obvious.

Please submit this in a

digital document, a Word document, where

you wrote it.

What I mean by this is, don't

send me photos of your notebook where you

answered everything by hand. No, remember that

we're in a

digital customer service course, and the

use of digital tools is

fundamental. I

say this because I already have

evidence of handwritten submissions.

Even

in the slides, someone

submitted some handwritten work,

right? Please, let's use

digital tools. So, up to this point, it

's clear what needs to be done. Where

are the questions for the workshop?

Yes, ma'am.

Yes, professor.

Okay, all set. So, let's review

what our training component says.

So, we're coming to the

training component, protocols, policies for

evaluating

customer service and support.

And you tell me if we're already looking at it.

Yes,

yes.

Oh, someone muted their

microphone. She also muted me in passing

.

We're looking at the formative component.

Yes, professor.

Okay, perfect. So, let's remember that

this is the same one that was used to

create the checklist, only for

the checklist,

items 1, 2, 3, and 4 were used. And here

, I'll take a moment to provide

feedback on this

checklist evidence.

Not many people have

uploaded the evidence, clearly because we had

some issues; the

platform wasn't working. However,

yesterday we received several submissions,

most of them fulfilling the requirements,

but there were still some who

submitted incorrect evidence.

What does that mean?

I clearly told them that service and the

service cycle are two

separate topics, and we reviewed them. Evidence keeps arriving

combining service and the

service cycle, and then they add another topic

that has nothing to do with this. Here, the topics

are four: the manual of functions and

procedures, service, the

service cycle, and confidentiality of

information.

Someone sent me something, and I'm going to

backtrack here—excuse me, I'm stepping out. Just a moment,

because I want to show you.

Someone submitted something that is

n't what it should be.

What did this person submit? I

'll show you.

We're looking at this

checklist on company protocols and policies

.

Yes.

Okay. There's an orange box here, and it

says "click to access the

evaluation tool." What is that?

This is the evaluation tool

I use to assess your

evidence.

So, I'm the one who takes the

checklist you complete, and I

ask you these questions,

and based on that, I determine if you meet the requirements,

pass, or fail. And this is where I

'm running into a problem.

Number one,

someone has already submitted this, and there will probably be

more people who will

download this and submit it

as evidence, right? That's where

we're going wrong.

Number two, this is

why many people aren't separating

the service from the service lifecycle. They're

taking this checklist and

thinking this is the assignment,

but if you look closely, it includes

functions and Procedures, service, and

cycle. Yes, but I'm the one

using this to grade you. And I

say, if in your evidence you highlighted

the service's potential and if you

identify and review the

service cycle, then look what's

happening. You take this and

send it exactly as is.

And when I tell you that you're adding

something that has nothing to do with the evidence, it's

because you're including this. Execution

and response. I

'm the one saying, if you

classify customer service and support strategies

through

technological means and if you evaluate whether

customer requirements and needs are communicated according to

organizational procedures and

ethical principles. This is what

I use to grade you, but this

isn't the evidence. I already explained the evidence

last week.

So, first of all, this isn't

downloaded and sent as evidence, right?

And someone else already sent it. So, the

grade is zero because you're

sending me something that isn't. And second, do

n't be guided by this because that's why

your assignment is failing,

because it's Bringing up a completely unrelated topic

. Execution and response are not

part of the topics being studied.

So there are errors there, and I need

those who have already submitted to check if they need to

correct them or not. So, that was the

aside that ended up being a little

longer than I intended, but I

think it was important to highlight that.

Okay, back to the

training component.

Okay. So, for this evidence,

for this last piece of evidence, it talks about

PQRSDF,

service evaluation,

key factors, and service traceability.

So, let's review what's in the

PQRSDF. So, here it starts by

conceptualizing

what PQRSDF is. PQRSDF is a

tool that allows the development of

protocols that help to provide an

organized solution to the needs and

problems that a client or

person may have regarding the

products or services of a company or

institution.

And here in the graphic, it starts to

conceptualize

petition,

complaint,

claim,

suggestion,

report, and compliment. There you have what

PQRSDF means.

From the regulatory perspective... Colombia is

governed by the 1991 Political Constitution

, which in Article 23 states that

everyone has the right to submit

respectful petitions to the authorities

for reasons of general or

particular interest and to obtain a prompt resolution.

This means that we have the right

to petition, and, to reiterate, the right to do so.

When

a petition is not answered,

we have the right to file a

tutela action, which is also enshrined in the

1991 Political Constitution. And here

, then, is all the legislation regarding complaints, claims, requests, suggestions, and petitions (

PQRSDF).

So, first topic. Second

topic: service evaluation.

Evaluating service quality

is increasingly important for

companies because it allows them to understand

customer opinions on the

different attributes of the service or

products that contribute to their

satisfaction. It is

considered extremely important because it is essential for

identifying positive and

negative aspects of customer service and

corporate image. A good evaluation

will increase

customer satisfaction and loyalty by

identifying strengths, weaknesses, and areas

for improvement that the company needs.

Below are some

key characteristics of a

service evaluation, which... It is expected to be

fulfilled according to its objective.

So, in this chart,

we start going through each of the

numbers, and it tells me, "The customer's perspective

is fundamental to understanding the

quality of service." In number two,

strengths,

weaknesses, and areas for improvement must be identified.

In number three, a direct communication channel must be established between the customer and the

company

. And well, you go through

each one, and it tells me what the

objectives of customer service are.

To carry out a

service evaluation, it is important to keep

the following guidelines in mind:

observation, mystery

shopper studies, monitoring

communication channels,

financial analysis, and

customer feedback. These five are methodologies

for evaluating

customer service. Observation means that I have

highly specialized people in

customer service who, without needing

to ask anything, simply through

observation, can determine

the level of

customer satisfaction in an organization. It is used

particularly

in physical locations.

We conduct the observation. Mystery

shopping applies when it can be done

both in physical locations and in

digital media, and if it is

in a physical location, a person presents themselves as a

Customer, but it's really a person

hired by the company itself

to see how they're

serving their customers. In some

cases, in very large organizations,

even

company managers can pose as customers to

see how they're being treated.

Monitoring communication channels.

So, it's important to look at

what's being said on

communication channels, on social media,

the level of satisfaction, because

we know that nowadays a bad

review can go

viral and

quickly bankrupt a company

. So, we have to keep that in

mind. Financial analysis,

through accounting balances,

allows companies to see how they're doing,

and everything is geared towards

customer service, because

poor service can cause sales to

drop, and this will be reflected in the financial analyses

.

And this monitoring of

customer comments goes hand in hand with what I just

mentioned about monitoring communication channels. That's why

companies today have

specialized personnel monitoring what

people are saying and what their experiences are. The

reviews? Responding

via WhatsApp, I mentioned the famous

call centers, because through

call center surveys we can also see

what customers are saying. So,

those are forms of

customer service. We have other forms of

customer service, such as

suggestion boxes and surveys.

Now, the next topic:

key factors. Today, companies seek to

maintain their market position and create a

unique brand identity that generates

customer loyalty.

For this reason, for a company to

succeed in customer service, it

must keep the following

key factors in mind. These

key elements include immediate attention,

understanding what the customer wants,

complete and exclusive attention,

courteous treatment, expressing interest in the

customer, receptiveness to questions,

promptness in responses, efficiency in

providing service, handling complaints,

accepting responsibility for errors

made by company personnel,

and making it clear that the customer is the

most important person in the company.

These are the key factors.

This topic of handling

complaints and efficiency in providing service is very important. A

service. Service isn't just about

the sale, but also after-sales service.

So, it's crucial to keep in mind that

these are key factors. And

here we have a few

additional things. It says, "Other

important factors for the success of good

service have to do with the

implementation and good performance of

different areas of the company such as

capital, human resources,

effective advertising,

quality service, and market research." These

must be coordinated under

essential service principles such as listening to

customer needs,

knowing the product,

time management, anticipating

customer needs,

letting customers know how

important they are, and offering more than

expected. So, that's what's

related to the key factors. And the

last topic I discuss is the traceability

of the service.

Customer service traceability refers to

pre-established and

self-sufficient procedures that allow you to know the

history, location, and trajectory

of a product or batch of products

throughout the supply chain at any

given time through

terminal tools.

Then, he tells me that I have three types

of traceability. backward traceability

, in-process traceability, and

forward traceability. So, I'm going to give you

an example. I do

n't know if it has ever happened to you

that you have bought some

item of clothing, for example, a

t-shirt and on the t-shirt there is

a little number stuck inside like a

sticker with some numbers. I don't know if you've ever

seen it. If anyone

has seen it, let me know,

yes or no?

Yes, yes, I've seen it.

Ready. That's one way to manage

traceability in the process. Nowadays,

many clothing

labels not only include

washing instructions, but

sometimes also a QR code or

a barcode.

What does that allow?

Both the numbers, I'm

going to explain the numbers that

come stuck on a sticker.

Those numbers first identify

the size of the garment, second,

the batch because when

garments are manufactured they are made in large

volumes, at

least 20, 50, but it is unlikely that only

one will be made, at least, I mean, I'm

talking about industrial processes.

So, since we work in batches, we have to

identify the

size of the garment, which batch it belonged to,

and which package. Because? Because they

take those blocks of 50 and

break them into little packages of 10 or 15 to

give to the people who are

cooking.

What's going on with those numbers?

Internally,

the production managers in the companies

keep a control and that control tells me

that package, let's suppose that lot

number 10 in package number five and

size 8 was

cut and a control is kept there it was

cut on such a day, on such a date, it

went to the sewing process on such a

date and that garment was sewn. life in

such machine, in such machines,

because there are several machines and by such

people

traceability the process. Because?

Because if a complaint comes in where the

garment was disputed, then they're going to

check if the problem was with the machine, if

the problem was with the supplies, that is

, the threads, if the needles were

broken, if the problem is that the operator does

n't know how to do the process, so it gives me

a whole internal traceability.

When we started to manage or

implement QR codes,

barcodes on labels, then

we started to have more information,

backward traceability information,

who was the fabric supplier?

Who is the supplier of the threads?

Anything that is relevant for us to be

able to track the quality of

that product is much easier if

I scan a code and it will generate

all the information for me. And I have

forward traceability because there are

companies that produce a large volume of

products and those products will be

sold in different locations.

So, the company must identify

who it sold that batch to, or who

is the person who is going to market it

or in which store, because it could be their

own stores. Then he says, uh,

we took out that batch of shirts and from such and

such a number they are being

marketed.

in the city of Bogotá at such points

of sale, and others say, "No, it's in

Ibagué, at such points of sale, in

Medellín." Therefore, a complete

traceability system is maintained.

And this is, I'm giving you an

example, let's say a very simple one that

may not seem very relevant in

clothing, but it will depend on the

garment because it's not the same if

I have a

quality issue in a t-shirt

that anyone will use

in any situation as if I have

a quality problem with

swimsuits.

which are used, for example, in all

those pageants where all the queens go out

on catwalks.

And what would happen if the

lady's dress came undone or the young lady was left naked? Then

a multi-million dollar lawsuit is coming

and the company could go bankrupt.

The same applies if I made a mistake on a garment

,

the needle got blunt, the piece of needle got

stuck in the garment. The person

who uses it or is going to have it has an

accident. Then there are many things

that we sometimes see as very

simple, but that can cause

serious problems for companies. For that

same reason,

traceability must be maintained in

all products.

Traceability is essential in food, medicines,

cars, motorcycles,

everything. Because? Because

people's lives may be at risk, and that's

important. In digital media we

also provide traceability, and

you have noticed when you call

an entity and they tell you that for

security reasons your call is being

recorded.

So, that's already a

traceability mechanism. When you are given a

case number, it allows you to

trace the file.

It is also important to keep in mind

because sometimes the advisor, let's think we

are the customers, we call a place

and the person doesn't answer and tells us

that Juanito Díaz is speaking. We're still having

the conversation. Ta ta ta ta

ta. We forget that

Juanito Díaz served us. It turns out that what Juanito

Díaz told us never came to pass, and when we

wanted to call you to

follow up, we had no idea the

name of the person who answered our call.

So it's important to always record the

person's name somewhere

at the end of the call, ask them,

say, "Please remind me of your

name."

Write the name in such a way that

when you have to call back

about something that wasn't done, by

immediately identifying that

person, you will be able to trace what

happened. So that corresponds to

everything related to

traceability. Here it

talks to me about continuous improvement,

the fundamentals of continuous improvement.

Uh, it tells me this way, on the other hand there are

the service standards.

These are used to exceed

customer expectations and turn

expectations into perceived

service attributes. These include

courtesy, which is

considered the practical use of

good manners in

human behavior, knowledge,

following,

and surprising.

Uh, one of the elements for

customer service traceability is

the grade book. Then,

you are going to read what corresponds to

the report card. And those

would be the four topics. So how do

we integrate this into the evidence?

Let's go back to the learning guide.

in the learning guide. Over there in

number

two, after we have already decided

which company it is, it tells me to identify

the processes related to the

responses and evaluation of the PQRSF, the

evaluation of the service, the

key factors, as we have already read them and as you

are a customer of that company, you will be

able to say, identify if that company

has a channel to handle the PQRSDF.

You will evaluate the service from your

perspective as a customer. Then, you will

realize if you have all the

necessary elements

in relation to these factors and be able to

apply all these questions. So, it's

not required, and that's why I told you

when I started that to develop

the workshop we need to have the

learning guide. Anyone who doesn't read the

learning guide will be disappointed with the workshop

because they'll ask the AI ​​to

give them a workshop on evaluating

customer service and it will

undoubtedly generate it, but it won't match

this. So, what we

need is for

these 11 questions to be answered explicitly. There are 11.

Because the 12th is that you should remember to

read the formative component.

So, there are 11 questions that need to be

answered. Is that clear? Clear. The

instructions I'm giving them.

Yes, ma'am.

Okay, so you develop your

evidence, you make it look nice

in a Word document, and you're going to send it.

So, the guidelines there tell them to

send it in a PDF.

If you can send it in a Word document, send it

in a Word document. If it doesn't allow it, it puts it

in a PDF. How are you going to send it? Let's

review how to submit

evidence. We come to our

navigation panel, we look for where it says workshop

on customer service and attention evaluation

.

We lit there.

I come here where it says add delivery.

I am submitting, or attaching

evidence 4, or workshop submission, however

you want to call it.

Go to the bottom where it says "

Sent Files," look for the

sheet logo, click on it,

select "File," find it on your

computer, say "Upload this file," "

Send file," and bye, it's gone.

That's how we deliver it.

Remember that you

must have all four pieces of evidence in

A. That is the fundamental objective here.

If any of the four pieces of evidence

are not in A, either because they were not corrected or

because they were not submitted,

the course is not passed. Please, let's keep that in

mind. I

told you back in the first session

that today in the last one I was going to explain

how to send and download the

certificates.

So, give me a second. I'm going to

stop here and explain

how we're going to download the certificate

quickly

once you've finished the course,

after

a few days have passed. I'll tell you how many days.

Wait for me,

second.

If this is here. We're either

seeing something

or we're not seeing anything at all. No, I don't think we're

seeing anything. Wait for me.

Yes, I already saw that it wasn't. Wait for me,

wait for me a second over

here. He's

not sharing with me. Wait.

What are we seeing there? He's

not sharing yet.

No,

that's strange.

Esp, because that's where it told me to share. Just a

moment, just a moment. I don't know why. Ah, we're

seeing that now.

Yes, now we're talking.

He says, "Sign up for the English program,

right?" Yes.

So,

yes,

to download the certificate you

must log in. If we're looking at this, I'm not going

to remove this sign

that says "Sign up for the

English program" yet. We are looking down in this

same ad where it says Betoba,

which says meet permanent offer here,

Sena, Bethua. So when you

go to download your certificate,

you will enter this same address in your browser:

beta.csena.edu.com.

When you enter betua.csena.edu.co it

will redirect you to the same thing

I'm seeing here. I'm going to remove

this from here. We

are seeing

that it says start, tests, certificates,

the top part.

Yes,

you're going to click on certificates there,

and what are you going to do here? You are going to enter

your information. If you have an ID card, you will

enter your ID number according

to the document. If not, then look for it.

What document do you have?

Identity card, well, what

corresponds to him and his number. And here in the little

box you are going to fill in what you

see there. So when you

fill this out, click here in

front where it says "consult".

When you click "consult,"

all the

certificates for the courses you

have taken with the SEN will be displayed at the bottom. everyone, and that's where you'll

find the one for this course.

When are you going to look for him?

When we finish the course, that is, on the

day I close everything, the 28th,

the people who pass and are going to be

certified should receive an

email, sometimes an email that is

automatically generated from the Sofia

Plus platform.

The post office usually tells them that they

will have their certificate in 5 business days.

I want to be very clear and very honest

about this because I am not the person who

certifies it. What is the process like? I handle the

entire closing process, I deliver all the

reports, I say who is going, who is

passing, who is going to be certified, and

who is not. Everything is and I pass it on to the

educational administration area of ​​my

training center. Remember,

Textile and Leather Manufacturing Center of the

Capital District Regional Office. I hand that over

and they are the people

in charge of certifying it,

but normally it can take up

to 20 business days. Now they are

trying to do it much faster,

much more efficiently, but I tell you,

based on previous experiences it has taken up

to 20 business days. And after 20

business days, you know that you were

certified because you logged in, you saw that you were

on the list of people who are

going to be certified, where is that list going to be

? In the announcements on the 28th.

Then you write to me, if for some

reason you do not receive the certificate,

write to me and I will find out

why the certificate has not been issued.

Because sometimes they tell me, the

certificate could not be issued

because the person did not

update their document type,

because the person has a problem with

the way their name is written and has

never corrected it. Then we started

investigating, but

those would be roughly the timeframes.

Ready? So that's regarding how to

download the certificate.

Now, a space for doubts and questions.

Carolina López has her hand

raised over here. I'm

listening, Carolina.

No, I

'm not listening to anything.

No, do other people hear it, or

is it just me?

No, teacher, it's not that I ca

n't hear it. Carolina,

do me a favor, write to me via chat

because something is wrong with your

audio and it's not playing. If you

have any questions, please

put them in the chat so I can

answer them.

The people, I ask, is

everything clear?

Do you have any questions? Any questions?

This is the moment.

Mm. He said something about the 11 questions.

I suppose he's telling me... I don't know if I

'm sensing

that he's telling me that the workshop is

the answer to the 11 questions. Yes

sir. You must answer the 11

questions posed in that

learning guide, but about a

real company, not about

fictitious companies, because that would

completely defeat the purpose of the

evidence. Let's see, he wrote it here. Let me read it

.

Wait for me,

wait for me, because

the activity to be done is only the 11 questions

. I'm having

internet problems. Yes sir. These are the 11

questions that are in the

learning guide.

Ready? So, well, the other

people, do you give, ask questions, make comments, or is

everything clear?

Everything is clear. Thank you so much.

Thank you. Thank you, Nestor Julian.

The others Carolina, Caroliset, Breis,

Carolina, thank you. And Catalina,

Andrés,

we're clear on everything because we're not

going to meet again. Yes sir. Everything is

clear.

Okay, that's it, guys. So, that being the case

, I have no other option. Perfect, in

misfortunes. I have nothing left to do but,

first of all, thank you

for having been part of this course.

Secondly, I would like to invite everyone to continue their training

with Sena.

Remember that all our services

are completely free. All we're

waiting for is time and the necessary

tools to

develop the courses. We ask

absolutely nothing more of them. So,

uh, no more, guys. Thank you so much for everything,

and until next time. Take

good care of yourselves.

Thank you, teacher.

Okay, bye. Have a

great day.