The reality of using English in correspondence of staff in Customer Service Department at Hapyc Inc and suggested solutions

The reality of using English in correspondence of staff in Customer Service Department at Hapyc Inc and suggested solutions The reality of using English in correspondence of staff in Customer Service Department at Hapyc Inc and suggested solutions The reality of using English in correspondence of staff in Customer Service Department at Hapyc Inc and suggested solutions The reality of using English in correspondence of staff in Customer Service Department at Hapyc Inc and suggested solutions The reality of using English in correspondence of staff in Customer Service Department at Hapyc Inc and suggested solutions The reality of using English in correspondence of staff in Customer Service Department at Hapyc Inc and suggested solutions The reality of using English in correspondence of staff in Customer Service Department at Hapyc Inc and suggested solutions The reality of using English in correspondence of staff in Customer Service Department at Hapyc Inc and suggested solutions The reality of using English in correspondence of staff in Customer Service Department at Hapyc Inc and suggested solutions The reality of using English in correspondence of staff in Customer Service Department at Hapyc Inc and suggested solutions The reality of using English in correspondence of staff in Customer Service Department at Hapyc Inc and suggested solutions The reality of using English in correspondence of staff in Customer Service Department at Hapyc Inc and suggested solutions

THUONGMAI UNIVERSITY ENGLISH FACULTY GRADUATION PAPER A STUDY ON THE REALITY OF USING ENGLISH IN CORRESPONDENCE OF STAFF IN CUSTOMER SERVICE DEPARTMENT AT HAPYC INC AND SUGGESTED SOLUTIONS Supervisor: MA Duong Thi Hong Tham Student: Nguyen Khanh Linh Class: K53N3 Student’s number: 17D170138 HANOI - 2021 ACKNOWLEDGEMENTS I would like to send my deepest and most sincere gratitude to many people for their invaluable help during the conduct of the research First and foremost, I gratefully acknowledge my deep indebtedness to all teachers who helped us in this study Particularly, I wish to express my thanks to Master Duong Thi Hong Tham who give me step to step instructions and supportive guidelines during the writing of this paper My thanks are extended to the Faculty of English teaching staff at Thuongmai University Moreover, I have to acknowledge as well the participation of the staff in Customer Service Department at Hapyc Inc who have enthusiastically taken part in the research My thanks also give to all of our friends at Thuongmai University who have been the best study partners since the very beginning Last but not least, my thank gives to our parents who have been emotionally and financially supporting us to study English at Thuongmai University If it was not because of their help, I would never be here to finish this study I sincerely thank you! Hanoi, April 18th, 2021 Student Nguyen Khanh Linh ABSTRACT Business correspondence is considered to be an important skill of learning writing skills, the importance of writing English in general and English writing email in particular, so it is very big for people learn any language Limitation in writing can reduce job advancement, limit social interactions, and negatively affect a writer's assessment of a writer's ability and reputation This study investigates the reality of using English in correspondence of staff in Customer Service Department at Hapyc Inc and suggested solutions In other words, to find the difficulties employees have to come through and find ways to solve these problems The method used for this research is quantitative The tools used for data collection were interviews and structured questionnaires The collected data was analyzed both descriptively and artistically The purpose of this study is to identify common problems encountered by Hapyc's customer service staff and provide solutions Literature review shows that with careful preparation and integration, writing in business correspondence can play an important role in supporting learners' overall communication skills including communication, direct and indirect communication TABLE OF CONTENTS ACKNOWLEDGEMENTS i ABSTRACT ii TABLE OF CONTENTS .iii LIST OF ABBREVIATIONS .v LIST OF TABLES AND FIGURES vi CHAPTER 1: OVERVIEW OF THE STUDY 1.1 Rationale of the study 1.2 Previous studies 1.3 Aims of the study 1.4 Research subjects 1.5 Scope of the study 1.6 Research methodology 1.7 Organization of the study CHAPTER 2: LITERATURE REVIEW 2.1 Definitions .7 2.1.1 Business correspondence 2.1.2 Emails 2.2 Format of a business correspondence 2.3 Content and style of business correspondence 10 2.3.1 Length 10 2.3.2 Order and Sequence 12 2.3.3 Planning 13 2.3.4 Style and language .14 2.3.5 Clarity 15 2.4 Layout of an email 17 CHAPTER 3: RESEARCH FINDINGS 18 3.1 The attitude of staff in CSD in Hapyc Company about writing an email in English 18 3.1.1 The staff’s frequency in writing English emails at Hapyc 18 3.1.2 The employees’ attitude towards indirect email communication 19 3.1.3 Staff’ attitudes toward the level of difficulty in writing an English email 19 3.1.4 Staff’ attitudes toward the importance of responding oversea customers via email .20 3.2 The problems in the process of writing emails in English 21 3.2.1 Common mistakes in writing English emails 21 3.2.2 Common problems in using email 22 3.3 Suggested some solutions to improve writing English email skill 23 3.4 Interview .24 CHAPTER 4: RECOMMENDATIONS AND SUGGESTIONS 26 4.1 Limitation of the study and suggestion for further study 27 4.1.1 Limitation of the study 27 4.1.2 Suggestion for further study .27 4.3 Future research recommendations .28 CONCLUSION 29 REFERENCES 30 APPENDIX 31 LIST OF ABBREVIATIONS Abbreviation CSD Hapyc Inc English meaning Customer Service Department Hapyc Incorporated Vietnamese meaning Bộ phận chăm sóc khách hàng Tập đồn Hapyc LIST OF TABLES AND FIGURES LIST OF TABLES Table 2.2.1: Complementary close following to salutation .9 Table 3.2.1 Common problems in using email .22 Table 3.3.1 Staff’s solution to improve writing an English email skill .23 LIST OF FIGURES Figure 3.1.1 The staff’s frequency in writing English emails at Hapyc Figure 3.1.2 The employees’ attitude towards indirect email communication Figure 3.1.3 The employees’ attitude towards the level of difficulty in writing an English email Figure 3.1.4 Staff’ attitudes toward the importance of responding oversea customers via email CHAPTER 1: OVERVIEW OF THE STUDY 1.1 Rationale of the study The first point is that English is the most widespread language for communication, which makes it a top choice when deciding what language to study with different purposes In history, languages, and especially their popularity, are largely affected by political and geographic factors, and thus, English has become the most widespread language in the world The British and American colonizations resulted in a large number of the world’s population speaking English as a native language According to Salman Rushdie, Imaginary Homelands (Granta Books 1992) “What seems to be happening is that those people who were once colonized by the language are now rapidly remaking it, domesticating it, becoming more and more relaxed about the way they use it – assisted by the English language’s enormous flexibility and size, they are carving out large territories for themselves within its frontiers.” The United States and the United Kingdom are two of the main political powers in the world which means that business is thriving there Consequently, English has become the main engine for communication in the business sphere In a report of British Council called “The English Effect”, they said “English is spoken at a useful level by some 1.75 billion people worldwide – that’s one in every four By 2020, we forecast that two billion people will be using it – or learning to use it And it is the economically active, the thought leaders, the business decision-makers, the young, the movers and shakers present and future who are learning and speaking English They are talking to each other more and more and English is the ‘operating system’ of that global conversation.” As we can see that nowadays the language becomes more and more popular because of its importance to business growth and communication English is the only language that has attracted more than one billion learners globally, which is no surprise, considering the opportunities this language reveals for businesses Many international companies have adopted English as the primary language they work with, even as the origin of these companies is not from an English speaking country Some of the most prominent examples of such companies include Nokia (Finland) and Airbus (France) Another point is the development of electronic commerce which is also known as electronic commerce or internet commerce According to The World Trade Organization (WTO), electronic commerce is “a new area of trade involves goods crossing borders electronically Broadly speaking, this is the production, advertising, sale and distribution of products via telecommunications networks The most obvious examples of products distributed electronically are books, music and videos transmitted down telephone lines or through the Internet.” Since the model of e-commerce has helped businesses and customers more convenient in the buying and selling process In the early days when customers were still unfamiliar with online purchases, businesses had difficulty in branding and building trust with online customers Until now, online shopping has become a habit of a lot of people because of the convenience it brings Along with the trend of technology development in the world, e-commerce in Vietnam is also gradually forming and growing strongly According to Eu-Vietnam Business Network (EVBN), in the report called “E-commerce Industry in Vietnam” (2018), they showed that “Vietnam is a land of opportunity for foreign E-commerce companies because of its young population, high Internet penetration rate (ranked 17th in the world) and climbing smartphone penetration rates.” They also forecasted that the internet penetration will steadily increase, with the share of Internet users reaching 65% by 2022 According to statistics of Vietnam Finance Magazine (2021), Vietnam is considered one of the fastest growing e-commerce markets in Southeast Asia, following to Indonesia With high and continuous growth from 2015 onwards, it is forecasted that by 2020, the size of Vietnam's e-commerce market may reach 13 billion USD Founded in 2016, although not a large-scale enterprise, Hapyc Inc always strives to develop e-commerce, the main market is the US English is one of the essential requirements for a candidate in the marketing and customer service department In fact, during the internship as an employee of the Customer Service Department, the researcher found that taking care of international customers via email is very effective and brings many benefits to the company However, for Vietnamese businesses in general and Hapyc's customer service staff in particular, the use of English is not flexible and accurate, especially email writing skills Stemming from the reality and difficulty in writing emails by English of Vietnamese people in general and of Hapyc's customer service staff in particular, the researcher would like to conduct a study on “The reality of using English in correspondence of staff in Customer Service Department at Hapyc Inc and suggested solutions” All previous studies not only are immensely helpful for the researcher but also gave the researcher inspiration to consider the study 1.2 Previous studies There has not been much research on written emails in Customer Service Department of a company However, the following research studies were found to be related to international companies According to Gabriela (2008), “Emails should not use the passive voice because the sentences will be vague and impersonal On the other hand, the use of active voice is direct, concise and authoritative It is also more natural sounding than passive voice.” Moreover, according to Ann Raine Thomson, in the study “Writing Effective Business Letters”, the author said “Good business letters open doors and promote business Poor business letters can close doors fast” and he showed how to write a letter well Another study called “Problems In Writing English Business Emails of Non-Native Speaking Employees in An International Real Estate Service Company in Thailand” written by Patitta Malathong is really useful for the researcher, it showed the problems in writing business emails of people who speak English like the second language in an international company In the study “Analyzing Genre: Language Use In Professional Settings”, (1993a, p.51) Bhatia used a genre approach, analyzing quite in detail about English business discourse In addition, he also came up with a 7step voice model for English sales and cover letters Henry and Roseberry (2001, p.94), while studying Anglo-American commercial correspondence, have also presented a 14-step voice model in cover letters Maier (1992, p.67) examines the differences in correspondence between native speakers and non-native speakers, mainly Eastern students (China, Thailand, and Korea) In Vietnam, the research on commercial correspondence is not much, however, some studies below contribute to help the author's research to be more complete The author Nguyễn Xuân Thơm (2001), in his doctoral thesis on linguistic elements in international trade negotiations called “Các Yếu Tố Ngôn Ngữ Trong Đàm Phán Thương Mại Quốc Tế”, compared to the analysis of linguistic characteristics in the CHAPTER 3: RESEARCH FINDINGS In the current chapter, all data collected from the questionnaire, the interview and 19 emails written by the staff were analyzed and discussed to provide answers for all research questions 3.1 The attitude of staff in CSD in Hapyc Company about writing an email in English 3.1.1 The staff’s frequency in writing English emails at Hapyc The staff ’s frequency in writing English emails at Hapyc 15.78% 10.52% 26.30% Seldom Sometimes Often Always 47.40% Figure 3.1.1 The staff’s frequency in writing English emails at Hapyc The pie chart above shows that the number of staff who “sometimes” writes English email is people accounting for 26.3% while 47.4% of people in CSD said that they “often” practice writing email This data is twice as the previous one Participants who seldom spend time writing English business email reaching the lowest level in the chart makes up 10.52% of the total number of participants The number of people who “always” write emails increased slightly compared to those who rarely write emails, accounting for 15.78% The above figure confirms that all the participants had an interest in writing emails in English, which is a good sign for the researcher to continue with the survey 18 3.1.2 The employees’ attitude towards indirect email communication The employees' attitude towards indirect email communication 10%; 10.00% 25%; 25.00% 25%; 25.00% 40%; 40.00% Really like Like Neutral Dislike Figure 3.1.2 The employees’ attitude towards indirect email communication The pie chart illustrates the staff’s attitudes about communicating indirectly through email In general, the majority of employees have a positive opinion on the mentioned issue The percentage of people who really like communicating indirectly via email is 25.3% which is quite equal to those who fell neutral when writing emails to communicate oversea While the staff who express dislike attitude is 10.2%, those who have like attitude stands at 40.7%, reaches the highest level in the chart, times as much as the people who dislike writing email to foreign customers 3.1.3 Staff’ attitudes toward the level of difficulty in writing an English email Staff’ attitudes toward the level of difficulty in writing an English email 5.00% 20.00% 10.00% 65.00% Really difficult Difficult Neutral Easy Figure 3.1.3 The employees’ attitude towards the level of difficulty in writing an English email 19 We can see the pie chart clearly that most of the staff feel neutral when writing an English email There are 13 staff accounting for 64.1% Following this, 20.6% of the staff who feel easy to write the email The number of participants who face to the difficulty in this mentioned issue is 2, constituting 10.1% while only one employee out of 19 shows that he feels it really difficult, making up 5.2% Through these figures, we see clearly that writing an English email is not a complex problem with the staff in CSD at Hapyc 3.1.4 Staff’ attitudes toward the importance of responding oversea customers via email Staff’ attitudes toward the importance of responding oversea customers via email 5.00% 20.00% 55.00% Really important Important Neutral Unimportant 20.00% Figure 3.1.4 Staff’ attitudes toward the importance of responding oversea customers via email The chart gives information about the opinions of research participants toward the role of responding oversea customers via email We can see clearly that there are more than half of the staff accounting for 54% think that email response is really important Besides, the viewpoint that it plays an important role occupying 20.4%, similar to those who show the neutral attitude However, 5.2% of staff think that replying foreign customers via English email is not important In conclusion, all of the above data shows that most of the staff in Customer Service Department at Hapyc feel that writing email in English is an important skill and highly applicable in their work Although they approach English in a lot of 20 different ways, they all have the same opinion that English is the most popular and easiest language to learn to communicate with foreigners In the process, they find email is a very useful tool for them to better take care of customers Moreover, indirect email communication is one of the best ways to keep in touch with their value customers 3.2 The problems in the process of writing emails in English 3.2.1 Common mistakes in writing English emails The data above which is the result of 19 emails participants sent to the researcher shows that most employees not find it too difficult to write an email, but due to many factors, in the process of creating an email, the writer will encounter some basic errors Here are some of the issues in the email writing process of the staff Column2 Lack of salutation Lack of subject Too long email Spelling mistakes Figure 3.2.1 Common mistakes of the staff in writing English emails The chart above addresses the four main mistakes in writing emails First of all, this is lack of salutation There are 5.3% of people who make mistakes with lack of salutation This can be because they are in too much of a hurry or despise salutation, leading to the recipient of the email being disrespected or even reading the content of the email However, in the investigation, the number of people who encountered this problem was quite small, indicating that the majority of the remaining letters guarantee the salutation entry The second error is the lack of subject The number of people making this mistake is 10.4%, almost double the number of the first mistake A message without 21 a subject can make the recipient's attention and ignore the message The third error is about the length of the email Quite a lot of people make this mistake, accounting for 33.2% They write the content of the emails too long, which is not necessary because the email asks the writer to write enough, not too long or too short Taking Huong's employee email as an example, the main content of the email is to introduce new products of the company, but she focuses on advertising the company's history and reputation The recipient may be confused and not understand the email message Finally, the number of people making mistakes is quite a lot, up to 51.1% They often lack "s" in some plural words, for example, Hien's staff write emails to customers to recommend the shirts in the summer collection, he writes T-shirts instead of T-shirts Ms Trang wrote "leng" instead of "length" to indicate the length of a poster The above figures show that many people make mistakes in spelling perhaps not only in Hapyc but also in many Vietnamese enterprises From these data, the researcher will suggest a few solutions below for participants to continue their assessment 3.2.2 Common problems in using email It can’t be denied that email is a useful tool at work In addition to writing problems, the interviewees also encountered problems with email usage Below are some of the main problems encountered in the process of using email of Hapyc employees No Mistake Receiving too many emails Time control Confused between “cc” and “bcc” Distracted by spam Percentage 7.2% 3.2% 57.6% 32% Table 3.2.1 Common problems in using email 22 Firstly, the table above shows how to distinguish between "cc" and "bcc" is the most prominent problem Up to 57.6% of the interviewees showed that they are often confuse and find it difficult to distinguish when writing an email This may reveal corporate secrets when you use "cc" Secondly, the number of respondents who agreed that they are often distracted by spam, accounting for 32% This figure shows that quite a lot of people lose focus when writing email because of the appearance of spam These spam emails are usually promotional messages with outstanding images and topics Thirdly, the percentage of people who deal with receiving too many emails is 7.2% This leads to overwork, not productivity Too many emails can cause them to incorrectly write what they need to send Lastly, the number of people who cannot control their writing time accounts for 3.2%, the lowest in the survey Although there are many employees who can control the time to write letters, there are still some people can not control the time, slow work progress 3.3 Suggested some solutions to improve writing English email skill Based on the above issues, here are a few solutions given and voted on by the interviewees No 10 11 12 13 14 Solutions Double checking before submitting/sending emails Read and write more emails for practice Study a business writing English course The company should regularly update specialized vocabulary The company should provide format for frequently used Percentage 10.05% 21.58% 17.31% 3.17% 47.89% topics Table 3.3.1 Staff’s solution to improve writing an English email skill The table above shows that the best solution to improve email writing skills in English is that the company should provide format for frequently used topics, up to 47.89% of the participants completely agree with the solution Each subject is a different email, giving email templates for each topic is essential, especially for new hires or employees who are not proficient in writing emails in English The second solution is practice by reading and writing more emails The staff 23 who choose this solution is 21.58% Daily practice helps writers learn new sentence structures and vocabulary In addition, they are also proficient in writing email skills If you don't practice every day, you may forget to write emails one day and take a lot of time to learn them again The third solution is studying a business writing English course 17.31% of the participants thought that it was necessary to take an email writing course Currently on the market there are many online and offline English centers, learners can go to study anytime they want Double checking before submitting or sending emails is the next solution 10.05% of the participants voted for this solution To avoid mentioned errors such as sending wrong message or missing email subject, writers need to double check before sending email This number is not much, but it shows the carefulness of those who choose it The last one is that the company should regularly update specialized vocabulary, accounting for 3.17%, reaching the lowest level This shows that quite a few people are interested in specialized vocabulary 3.4 Interview Through in-depth interviews, the researcher randomly selected to speak directly with out of 19 employees The questions are "How you approach English?" "Do you think it's important to write email in English?" "What mistakes you often make in the process of writing emails in English" and "What solutions can you propose?" Each participant fluently answered these four questions Firstly, to the question "How you approach English?" All interviewees said that they have been in junior high school However, they weren't really focused on learning English until they realized how important it was at the start of college Two people said that they focused on listening and reading skills more than speaking and writing skills, and the other said that writing was the most difficult skill, also the worst skill Question "Do you think it's important to write email in English?", out of people said that when they were students, they didn't like to write email and found it annoying However, when starting to work, they have to use email regularly, they 24 see its benefits as well as the need to indirectly communicate with foreigners by email in English The other two confirmed that email is very important not only in work but also in study They realized this early because they saw that their parents' daily work were all exchanged via email Regarding the question "What mistakes you often make in the process of writing emails in English", out of people stated that they often get punctuation errors, the next people said that they often get confused " cc "and" bcc " The last person thinks that specialized vocabulary is quite difficult to remember The last question, each suggested a different solution including: Read and write emails in English regularly, learn specialized vocabulary and try to memorize it, make a distinction chart between "cc" "and" bcc ", invest in an English email writing skill course In short, the interviewees took the researcher's question seriously Researchers fully agree with their personal opinions that, thanks to them, the survey becomes more complete CHAPTER 4: RECOMMENDATIONS AND SUGGESTIONS 25 This chapter is the conclusion to the entire study, in which the sector's findings are summarized and outlines some of the research's limitations and offers recommendations for further studies During the implementation of the study, the researcher made an effort to collect and analyze data on the actual use of English in the email writing process of the customer service staff at Hapyc, specifically including problems of language and technology (email), based on which there are some useful solutions to improve employees' English email writing skills First, the researcher paid attention to the participants' attitudes to email writing in English Collected data shows that the majority of employees are well aware of the importance of indirectly communicating with foreign customers via email More than half of the respondents answered that writing email in English is "very important" in the working process In summary, the collected data showed a positive attitude among staff on this issue despite the differing approach to English Second, the results show basic mistakes employees often encounter in the process of writing emails The most common mistake is sentence structure, followed by punctuation, specialized vocabulary and spelling errors These errors not only appear in email writing but in any article, most of these errors belong to non-native English speakers However, email writing skills are not as rigorous as writing English in general In addition to the error of writing skills, participants also encountered errors in the process of using email such as receiving too many messages in a day, unable to control email response time of customers, irrespective of email response the terms "to", "bcc", "cc" and are often distracted by spam This shows that in order to write an email in English correctly, the writer needs to pay attention both to writing skills and email usage Finally, some solutions which are used to improve writing English email skill of the staff are also considered in the study Data shows that many employees expect their companies to provide writing templates on different topics that are easy to apply in the working process Additionally, they agree that a course in English email writing is essential Moreover, to improve the above errors, the writer should practice reading and writing emails regularly 26 4.1 Limitation of the study and suggestion for further study 4.1.1 Limitation of the study The research paper has many limitations, such as the limitation of the number of participants, the time, the lack of experience and the issues of authority, so the writer has not been able to complete the research in the best way Firstly, due to the inexperience, the researcher could not design a more specific questionnaire In addition, the researcher only focused on central contents of the research question, which are participants' attitudes, common pronunciation problems and suggested solutions Therefore, there may be other dilemmas that not appear in this study, and if more participants and more time are involved, the importance of the study will be enhanced The result could be less insightful exploration of collaborative reflection, providing less help to participants and readers Secondly, there are some foreign references that are difficult to buy and expensive for the student, so the researcher cannot give much theoretical knowledge to the reader In addition, the researcher also encountered some difficulties when distributing questionnaires to the target respondents Respondents often complain about the large number of questions they have to fill out Somehow, they think it is too time-consuming and the answer is not really true 4.1.2 Suggestion for further study For the next research papers, the researcher will take the time to focus on deeper research, in addition to learn more documents, to expand the scope of research Researchers will also learn more new research methods to help the research have the most accurate data Thanks to that, the researcher brings useful documents to the reader with the most objective results 4.2 The significance of the study Although the study has a lot of shortcomings, it has a certain impact on a number of subjects such as employees, directors, students and teachers First of all, the research helps employees recognize the reality of the problem and apply the above solutions to improve their email writing skills in English This helps them improve their working capacity, sign many contracts and have attractive 27 income Secondly, for the directors, the study helps them to find out new method to train their staff Besides, the more efficient employees work, the higher the company's income, the situation and how to solve the above problems help the company expand its market and reach out further in the integration period of the world Thirdly, this study also gives meaning to students, who are sitting in school, learning a second language It helps them understand the importance of email writing skills in English as well as using email at work Furthermore, they can see their own problems and fix them thanks to the suggestions above to improve their writing skills in particular and their second language in general Finally, the research paper can help teachers create many new teaching methods, expand the scope of knowledge for students As a result, the university's teaching quality is improved, attracting many excellent students 4.3 Future research recommendations Based on the findings as well as the limitation of the study, the researcher recommends some useful points that can be utilized to enhance the quality of future research Future researches can focus on the reality of using skills in general and factors affecting English writing skill in particular 28 CONCLUSION This study aims to investigate the problems that employees at Hapyc often encounter in writing emails in English and propose some solutions to handle this problem To achieve the author's purpose in the study, the study is divided into four chapters with their purpose The first chapter provides an overview of the research This chapter concludes the rationale for carrying out research on the topic “The reality of using English in correspondence of staff in Customer Service Department at Hapyc Inc and suggested solutions”, the research objective with main purposes including the study of employee attitudes towards writing emails in English, some common mistakes they make and suggest some helpful solutions to handle this problem The second chapter presents a theoretical overview These include the definition, format, content and style of business correspondence and the layout of an email The third chapter illustrates the research methodology and results of the authors through questionnaires and interviews This chapter assists authors in finding answers to research questions that will find employees' attitudes toward English-language email writing and some common mistakes they often make The final chapter contains recommendations and research recommendations to improve English email writing skills in particular and correspondence skills in general Despite its limitations, I hope that this study can contribute a small part to improving English learning and email applications at Hapyc, and first of all it can help staff deliver shows weaknesses in email writing and improves mistakes This study also helps readers who can be teachers, students see the weaknesses of students and offer effective teaching methods to improve this problem Overall, the study was completed under the guidance of a supervisor and own efforts Any comments and criticisms will be very appropriate for further research 29 REFERENCES Salman Rushdie, (Granta Books 1992) Imaginary Homelands British Council, The English Effect The World Trade Organization (WTO), Definition of commercial correspondence Eu-Vietnam Business Network (EVBN), E-commerce Industry in Vietnam (2018) McCormick, W.D., & Hemphill, D.R (2000), You and business communication: the communication theory Business communication with writing improvement exercises (6th ed.) New Jersey: Prentice Hall Ann Raine Thomson, Writing Effective Business Letters Patitta Malathong, Problems In Writing English Business Emails of NonNative Speaking Employees in An International Real Estate Service Company in Thailand Berger, A (1993), Improving writings skills: Memos, letters, reports, and proposals Sage Publication printed in United State of America Guffey, M & Du-Babcock, B (2010), Essentials of business communication Singapore: Cengage Learning Asia Pte Ltd Bhatia (1993a, p.51), Analyzing Genre: Language Use In Professional Settings Henry and Roseberry (2001, p.94) Maier (1992, p.67) Nguyễn Xuân Thơm (2001), Các Yếu Tố Ngôn Ngữ Trong Đàm Phán Thương Mại Quốc Tế Nguyễn Trọng Đàn (1996), Phân Tích Diễn Ngơn Thư Tín Thương Mại Trịnh Ngọc Thanh (2020), Đối Chiếu Văn Bản Thư Tín Thương Mại Tiếng Anh Với Tiếng Việt A.Ashley Oxford Handbook of Commercial Correspondence Business Correspondence of Thuongmai University (2019) 30 APPENDIX Personal details (Write your answer in the blank space, please) Your name Your department………………………… How long have you been learning English? years What you use English for? The attitude of staff about writing email in English (Circle the answer representing your choice) How often you write an email? A Seldom C often B Sometimes D.always Do you like to communicate indirectly by email? A Really like C Neuter B Like D Dislike Do you think writing an email in English is difficult? A Really difficult C Neuter B Difficult D Easy Do you think it's really important to give customers responses through email? A Really important C neuter B important D unimportant Judge your English writing email level Weak Fair Good Excellent 31 Suggested some solutions No 10 11 12 13 Solutions Double checking before submitting/sending emails Read and write more emails for practice Study a business writing English course The company should regularly update specialized 14 vocabulary The company should provide format for frequently used topics 32 Tick X for your choice ... of using English in correspondence of staff in Customer Service Department at Hapyc Inc and suggested solutions In other words, to find the difficulties employees have to come through and find... on ? ?The reality of using English in correspondence of staff in Customer Service Department at Hapyc Inc and suggested solutions ” which aimed to gain more knowledge, seeking out difficulties and. .. using English in correspondence of staff in Customer Service Department at Hapyc Inc and suggested solutions? ??, the research objective with main purposes including the study of employee attitudes