THUONG MAI UNIVERSITY FACULTY OF ENGLISH
Trang 1THUONG MAI UNIVERSITYFACULTY OF ENGLISH
-🙞🙞🙞🙞🙞 -INTERNSHIP REPORT
TOPIC: CUSTOMER SERVICE ACTIVITIES AT NEW STARENGLISH CENTER
Supervisor: Pham Quang TrucStudent: Nguyen Thao VanClass: K55N2
Student code: 19D170122
Trang 2TABLE OF CONTENTS
TABLE OF CONTENTS
ACKNOWLEDGEMENT i
LIST OF FIGURES ii
INTRODUCTION v
CHAPTER 1: GENERAL OVERVIEW OF NEW STAR ENGLISHCENTER 1
1.1 General information 1
1.1.1 History and development .1
1.1.2 Mission and vision 2
1.1.3 Organizational structure 3
1.1.4 Products and Services 4
1.2 Information about Customer Service Department .5
1.2.1 Overview of Customer Service 5
1.2.2 The roles of Customer Service Department .5
1.2.3 The tasks of Customer Service Department .5
CHAPTER 2: INTRODUCTION ABOUT INTERSHIP PROCESS AT NEWSTAR ENGLISH CENTER 6
2.1 The tasks in internship process .6
2.1.1 Course Administration 6
2.1.2 Customer Service 6
2.2 The difficulties and experiences in the internship process in CustomerService of New Star English Center 6
2.2.1 The difficulties .6
2.2.2 The experiences .7
CHAPTER 3: THE REAL SITUATION OF USING ENGLISH AT NEWSTAR ENGLISH CENTER 8
3.1 Describe the real situation of using English 8
3.2 Solutions to improve the usage of English in the working environmentat New Star 8
CHAPTER 4: SUGGESTIONS FOR THE SUBJECT OF THEGRADUATION THESIS .10
CONCLUSION .11
Trang 3ACKNOWLEDGEMENT
It is my pleasure to give my gratitude to many people whose encouragement,support and assistance were crucial to the result of my internship report
First and foremost, I would like to express my special thanks of gratitude tomy teacher also my instructor, Mr Pham Quang Truc, MA – the teacher in thefaculty of Business English at Thuong Mai University for dedicated advisory andsuggestions in writing of this report despite his time limitation
Furthermore, I would like to express my special thanks to New Star EnglishCenter in general and Customer Service Department staff for facilitating me toobserve the company's daily operations and giving me helpful guidance during myinternship Mrs Vuong Quynh and Mrs Hoang Hien enthusiastically provided mewith not only the key documents, but also the great knowledge and support
Finally, my sincere appreciation goes to my family and friends love andencouragement and their faith in my abilities The completion of my work is theresult of their co-operation and moral support Without their co-operation andsupport, a project like this is difficult at best.
Hanoi, February 7th, 2023Student
Trang 4LIST OF FIGURES
Trang 5INTRODUCTION1 Reason for choosing the topic:
Based on the current state of globalization, English appears to be arequirement for all nations to attract foreign investment and cooperate with others inorder to develop and integrate globally, especially for a developing nation such asVietnam Recognizing the significant and long-term benefits that English offers,Vietnamese people are in the big race of learning English, which has resulted in theexplosive growth of English centers.
How can an English center in Vietnam attract and retain customers if itsproducts and services are the same as those of others? An excellent customerservice system is not the only factor, but it plays a vital role in the competitiveprocess Connie Edler – CEO of Breck Edge asserted: “Excellent customer serviceis the number one job in any company It is the personality of the company and thereason customers come back Without customers, there is no company!”
As a pioneer and the sole organization specializing in English teaching forworking people and businesses in Vietnam with more than 9 years of experience,New Star English Center has a complete and professional customer service system.
The author has achieved an excellent opportunity to complete my internship atNew Star English Center In the course of one-month internship, the author gainedknowledge about the company's customers, observed their difficulties andcomplaints as well as learned how customer service officers address issues andplease clients Based on the background knowledge and experience gained during
internship, the author decided to write a report on the topic: “Customer service
activities at New Star English Center.”
2 Method of the report
Trang 6CHAPTER 1: GENERAL OVERVIEW OF NEW STAR ENGLISH CENTER1.1 General information
New Star English Center was founded in 2014 and was operated in 2015 Upto now, New Star has five branches in Hai Phong (also known as New Star QuanToan, New Star Kien An, New Star Thuy Nguyen, New Star An Dong, New StarAn Duong)
Center name: New Star English Center, under the Ly Dai Loi EducationDevelopment Company Limited.
Address: 3/8 Pham Minh Duc Street, May To ward, Ngo Quyen district, HaiPhong city
Tax code: 0201605439
Hotline: 097.966.6820/ 094.255.8335Email: ngoaingungoisao@gmail.comWebsite: http://nse.edu.vn/
Figure 1.1: New Star’s Logo
1.1.1 History and development
During its 09 years of operation, New Star has gone through various changes.The development history of New Star can be divided into three main phases asfollows, based on the remarkable achievements in each period.
Trang 7From 2014 to the present is a period of stable development of the companywith approximately 300 employees in a complete and professional apparatus NewStar not only has been attempting to keep its position as the leading company inteaching English for children but also focusing on strengthening relations withpartners and researching profoundly the potential markets In 2019, New Staropened more branches in Hai Phong city More than 88% of New Star's students aresatisfied with the results achieved after the course, their English level has improvedmarkedly, especially their ability to communicate
1.1.2 Mission and vision
1.1.2.1 Mission
- Always on the cutting edge of technology.
- Professionalism, creativity in education, and parental caring.
1.1.2.2 Vision
With the goal of becoming the country's biggest foreign language trainingcenter for children aged 2 to 15, New Star is constantly creating new values andoffering the best value for its students and clients All activities, ideas, and thoughtsof each member in the center are targeted at establishing an advanced and thrivingsociety in its area
1.1.2.3 Company culture
The characteristic culture of New Star is the harmony between theprofessional management system and the spirit of openness which respects forindividual values In addition, the company encourages the creativity and challenge
Trang 81.1.3 Organizational structure
Figure 1.2: Ly Dai Loi Education Development Company Limited’sorganizational structure
(Source: Human Resources Department of New Star)
The director is the company's highest commander She is in charge of thecompany's overall management and all business operations; therefore, all thestrategic decisions for the company must be approved by him Besides, her dutiesalso include guiding and mentoring subordinate managers, as well as formulatingthe organization's vision and mission
Trang 9departments is considered the face of the company since interacting directly themost with clients.
The Training Department has responsibility for not only training teachers andteaching assistant teams, demonstrating their working efficiency but also forresearching and preparing the most appropriate lesson plans for learners.
Other functional systems such as the Human Resources Department, TechnicalDepartment and the Accounting Department also greatly contribute to the completeapparatus of New Star They are responsible for recruiting talent, paying for thecompany's customer, taxes, and financial planning, ensuring technological systemrunning smoothly.
1.1.4 Products and Services
New Star has a team of Vietnamese and foreign teachers who are qualified,experienced, enthusiastic and dedicated to teaching learners Currently, thecompany has offered three types of training courses named English for children.New Star's products and services are well positioned between mid-end to high-endmarket
The English for children course is clearly aimed at children who want toimprove their English skills, no longer enthusiastic about studying or forgot allEnglish have learned The course offers learners the opportunity to practice Englishcommunication through real work situations such as welcoming guests, buildingrelationships, making phone calls or appointments, giving a presentation,introducing about job or products, New Star uses the Business Goals curriculum,which is compiled based on Cambridge Professional English specifically forchildren, with high applicability In particular, students are trained to standardizepronunciation and practice English reflexes according to the New Star Naturalmethod
Trang 10children who often have unexpected homework, the young who hesitate to studywith the elder, and who are willing to pay for the best service.
1.2 Information about Customer Service Department
1.2.1 Overview of Customer Service
1.2.1.1 Definition
Customer service is the assistance sellers provide to consumers both beforeand after they purchase and utilize products or services, allowing them to have asimple and joyful experience with your business However, customer serviceinvolves more than just resolving problems and closing tickets
1.2.1.2 Channels
Today, customer service entails providing proactive and quick help to clientsvia their preferred channel, such as phone, email, text, chat, and more.
1.2.2 The roles of Customer Service Department
The success of today's businesses must be regarded as being significantlyinfluenced by the customer service department An enterprise requires a strongcustomer base for its new product to succeed in the market Having loyal consumersundoubtedly assists the company increase monthly revenue The customer servicedepartment is essential to having big existing customers and is the foundation forfostering user confidence in the product.
1.2.3 The tasks of Customer Service Department
- Answering questions about products or services- Updating and manage student information
- Filling up classes with students to meet the minimum number of students ineach class
- Managing class information and schedule: open, cancel, delay, start date,end date, final test
- Preparing and do customer survey via hardcopy form and telesales- Supporting with organizing events, activities for students
Trang 11CHAPTER 2: INTRODUCTION ABOUT INTERSHIP PROCESS AT NEWSTAR ENGLISH CENTER
2.1 The tasks in internship process
2.1.1 Course Administration
When students attend class, we manage class information, schedule such asopen, cancel, delay, start date, end date, term/final test.
After courses, we will update parents and students with course progress Before new course, we prepare, upload and maintain class folders
At the end of the month, there will be a monthly test, and we will grade,report student’s learning results to their parents Simultaneously, we comment ontheir learning process and offer suggestions to assist pupils achieving betterperformance.
2.1.2 Customer Service
We will support with organizing events or activities for students during the course
After class, we will ask and handle students’ requests or complaints on a daily basis.
Monthly, we have to prepare and do customer survey via hardcopy form and telesales
2.2 The difficulties and experiences in the internship process in CustomerService of New Star English Center
2.2.1 The difficulties
To begin with, before internship, I think I have had enough office abilities,such as utilizing Word, PowerPoint, and Excel However, when I am exposed to theactual workforce, I recognized that my skills were insufficient As a result, I hadvarious challenges in putting them into practice and had to learn how to handlesupplementary management Therefore, I discovered that I lacked a broad range ofskills in the use of administration applications
Trang 12Consequently, I'm at a loss for how to communicate with them about the student'slearning in a logical, concise, and appropriate way.
In general, I had difficulties because owing to my self-doubt and closed-mindedness, I had not adapted to the changing environment Thanks to myinternship, I've had several opportunities to reflect on the shortcomings in myprofessional understanding of language as well as the soft skills I've obtained Thesechallenges have provided me with the most valuable lessons and the idealpreparation for my future employment.
2.2.2 The experiences
After a one-month internship at New Star, I have gained a lot of experienceand skills for myself:
- Applying theoretical knowledge and skills learned at university to work.- Improving my English skills, especially speaking skills.
- Being exposed to the modern, dynamic and professional environment in theworkplace.
- Learning more about Western culture thanks to being exposed to foreignteachers
- Knowing more about how to build good relationships with partners andcustomers
- Being more confident in communication
- Having a general understanding of current popular occupations in the jobmarket.
- Learning more soft skills such as using office softwares, being excel attechnology.
Trang 13CHAPTER 3: THE REAL SITUATION OF USING ENGLISH AT NEWSTAR ENGLISH CENTER
3.1 Describe the real situation of using English
New Star teaches kids grammar, vocabulary, communication skills, and othertopics As a result, candidates with foreign language proficiency are preferred Themajority of the company's employees have good English skills, so English is nolonger a barrier at this time.
Because employees in the training department have to design lesson plans ortake tests, they must be proficient in four skills, have extensive experience, and gaina good understanding of education Additionally, the majority of the personnel havestudied overseas or have IELTS scores of 8.0, so the training room's Englishproficiency is highly valued.
English is also often used in the customer service department, where it isnecessary to plan kid-friendly activities, upload student information, and reply toemails from customers It follows that the personnel of the customer servicedepartment extensively communicate in English at New Star.
Nearly all the documentation at New Star is written in English As a result, themajority of workers and departments are good at English Although not asconsistently as in the training department, some departments do occasionally useEnglish Besides, since many workers in the technical department frequently rely onreading and writing skills to accomplish their duties, they are really unable to hearand speak English at a basic level.
In general, the English proficiency of the personnel at New Star is oftenextremely unbalanced, and there are gaps between departments.
3.2 Solutions to improve the usage of English in the working environmentat New Star
I discovered throughout my internship that there are numerous measure toaddress the departments' English limitations
Trang 14appropriate for language development Additionally, individuals must routinelypractice by watching or listening to the news or intriguing topics As a result, theymay stimulate their interest and prevent them from assuming that studying Englishis boring The most essential factor is that workers actively engage with what theyhear rather than just listening passively
Regarding the center, emphasis on the importance of English is required.Instead of enforcing regulations on English proficiency that put pressure onemployees, the center could encourage workers to participate on a voluntary basis.Additionally, by establishing training courses in English for communication, thecenter may provide conducive settings for staff members to enhance their Englishproficiency
It is crucial to establish a strategy that supports employees who do well andthat rewards or raises salaries for workers who are both competent and have strongEnglish communication abilities This indicates that the center is actively fostering ahealthy competitive environment that will inspire everyone to work together tosucceed New Star may select personnel and workers to attend seminars andconferences where individuals discuss soft skills including presentation, debate, etc.Besides, candidates must be interviewed in English throughout the recruitment stagein order to assess their true ability, which cannot be determined just by theirqualifications This aids in choosing the top applicants for the center.
Trang 15CHAPTER 4: SUGGESTIONS FOR THE SUBJECT OF THEGRADUATION THESIS
After a month of internship, I realized how important English was to careerpath However, in general, English is still infrequently used at work, and themajority of individuals find it difficult to communicate when they must speak aforeign language Fundamentally, I believe that learners who speak more fluentlywill use language in businesses more effectively Therefore, for my graduationthesis, I want to examine some topics related to students' English speaking.
Difficulties in communication among students majoring in English atThuong mai University and proposing improving solutions.
Trang 16CONCLUSION
New Star English Center has been attempting to expand and strengthen itsposition in the education industry I had the chance to use my academic skills andknowledge in a professional working environment during my internship at NewStar That made it possible for me to evaluate my own strengths and weaknessesobjectively in order to identify areas that required improvement for my senior yearof college Thanks to the passionate mentoring and direction of supervisors andcolleagues, I was able to learn a lot of new things and train the behavior of anemployee during my four weeks of internship, despite numerous challenges I willkeep in mind and use these priceless lessons in my future efforts
I also appreciated the center's bright future and understood the challenges thestaff members had with their English I wrote this report using my practicalexperience from my internship at the center to describe how English is used at theorganization in general and in the customer service department in particular Thesemodest efforts should aid the center's further growth and development.
Trang 17REFERENCES
I would like to express my gratitude to the following researchers forproviding the very useful information sources so that I could complete thisreport:
1 https://www.investopedia.com/terms/c/customer-service.asp2 http://NSE.edu.vn/