an internship report on studying customer service at tvn group co ltd march may 2021

TRƯỜNG ĐẠI HỌC TÀI CHÍNH - MARKETING

AN INTERNSHIP REPORT ON STUDYING CUSTOMER SERVICE AT TVN GROUP CO., LTD

(March- May 2021)

Instructor: CHU QUANG PHE (M.A) Student: Le Thi Hong Thuy

Student’s Code: 1621001723 Class: 16DTA2

Ho Chi Minh City, May 2021

ACKNOWLEDGEMENT

The author experienced her internship process with much care and support from lecturers and colleagues The author takes this opportunity to express her profound gratitude and deepest regards to all people who helped her to accomplish "The internship report on studying Customer Service at TVN GROUP Co., LTD from March to June 2021"

Firstly, the author would like to express her profound thankfulness to Mr Chu Quang Phe — the instructor who provided necessary guidance and information needed to work on this report Secondly, the author wants to express her deepest gratitude and special thanks to Ms Nguyen Thi Mai, who has directly instructed and assisted the author during the intern time Thirdly, she also appreciates the kindness of other seniors as well as her colleagues in Customer Service Department in TVN Group for giving her opportunities to practice numerous real tasks and provide her invaluable

assistance

Last but not least, the intern is truly thankful for all the lecturers of the University of Finance and Marketing, especially the Faculty of Foreign Languages for giving her precious and useful knowledge to fulfill the report Thanks to this internship, the reporter has a chance to learn and develop her personal ability That will be a remarkable milestone that the report never forgets in her life.

ABSTRACT

Currently, the global business model is gradually changing significantly with the advent of the E-commerce industry Over the years, E-commerce has evolved in profound ways, which can be attributed to a combination of developmental and technological innovation It has now become a key component of many organizations in the routine operation of the business Especially, customer service is considered

the most fundamental element for the success of the business

The reporter was aware of Customer Service’s importance, with enthusiasm and a desire to learn and widen knowledge, decided to complete the internship report on studying Customer Service at TVN Group Co., LTD

The report, first and foremost, will state the reason why the reporter to choose this topic and the objectives of the report Then, the author will take an overview on some background information of the company as well as Customer Service Department of it In the next part, the briefly basic concepts that are relevant to the report will be taken into account After that, the job description that includes the author's tasks in the company Next, the report will present the findings and experiences that the writer did discover and gain Last but not least, the author will give the conclusion and suggest recommendations for herself and for the Faculty of Foreign Languages at the University of Finance — Marketing.

TOM TAT

Hiện nay, mô hình kinh doanh toàn cầu đang dần thay đôi đáng kế với sự ra đời của ngảnh Thương mại điện tử Trong những năm qua, Thương mại điện tử đã có những bước chuyên mình mạnh mẽ, đó chính là kết quả của sự phát triển và đối mới công nghệ Nó hiện đã trở thành một thành phần quan trọng của nhiều tô chức trong hoạt động thường xuyên của doanh nghiệp Đặc biệt, dịch vụ Chăm sóc Khách hàng được coi là yêu tố nền tảng nhất cho sự thành công của doanh nghiệp

Nhận thức được tầm quan trọng của dịch vụ Chăm sóc Khách hàng, cùng với niềm

đam mê, ham học hỏi, mong muốn trau dỗi kiến thức, tác giả đã quyết định hoàn thành bài báo cáo thực tập với đề tài: “Nghiên cứu hoạt động Chăm sóc khách hang tại công ty TNHH TVN Group”

Trước tiên bài báo cáo sẽ nêu lý do tại sao tác gid chon dé tai này và mục tiêu của báo cáo Sau đó, tác giả sẽ giới thiệu tông quan về một số thông tin cơ bản về TVN Group

cũng như bộ phận Chăm sóc Khách hàng của công ty này Trong phân tiếp theo, tác

giả sẽ trình bày ngắn gọn các khái niệm cơ bản có liên quan đến bài báo cáo Sang đến phần tiếp theo của bài, phần mô tả công việc bao gồm các nhiệm vụ của tác giả trong công ty sẽ được miêu tả chỉ tiết Tiếp theo, báo cáo sẽ trình bày những kinh nghiệm mà tác giả đã đạt được Cuối cùng, tác giả sẽ đưa ra kết luận và đề xuất cho bản thân và cũng như cho Khoa Ngoại ngữ trường Đại học Tài chính - Marketing

iti

COMPANY’S COMMENTS

Ho Chi Minh City, 2021

2 ¢ Academic style 3 * Introduction

¢ Department

5 * Basic concept « Job Description

6 * Findings ¢ Experience

2 ¢ Academic style 3 * Introduction

¢ Department

5 * Basic concept « Job Description

6 * Findings ¢ Experience

CHAPTER 1 INTRODUCTION TO TVN GROUP CO., LTD

1.1 History of TVN Group Co., LTD 1.2 Vision, Mission and Core values 1.2.1 Vision

1.3 The organization's structure

1.3.1 The organizational structure of TVN Group 1.3.2 Divisions’ functions

1.4 Development strategy

CHAPTER 2 INTRODUCTION TO CUSTOMER SERVICE

vil

3.5 Actual provision of customer service at TVN Group

3.6.2 The importance of Customer Service in Ecommerce platform

viii

10 11 11 11 11 12 12 12 12 12 13 13 13 14 14 14 16

4.1 Orientation

22

23 23

24 CHAPTER 6 CONCLUSIONS AND RECOMMENDATIONS 25 25

26

6.2.1 Recommendation for the reporter herself 26 6.2.2 Recommendations for the Faculty of Foreign Languages 06 26 28 REFERENCES

INTRODUCTION 1 Reasons for the internship

When the standard of living is greatly improved, customers’ requirements are at a higher level, from basic needs to complementary needs They always want to buy quality products at reasonable prices, perfect service in reputable businesses On the other hand, for enterprises when participating in the market economy, the emergence of many economic sectors, along with the strong development of many other enterprises trading in the same goods or substitutes, causes a fiercely competitive process among enterprises To survive and thrive in such a challenging environment requires the company always to find suitable solutions One solution is to provide reasonable pre-sales and after-sales customer service to improve the reputation and image of the company and increase competitiveness Therefore, building close and long-term relationships with customers is a knotty problem for businesses to retain and attract them, which helps businesses build brands in the market

During the internship at TVN Group, the author has opportunities to grasp the business performance and observe and participate in customer services activities She hopes to learn and find deep into customer services knowledge to contribute to the company's new brand development in the future That is why the author decided to choose a topic named "The Internship on Studying Customer Service at TVN Group from February to May 2020

2 Objectives of report

As a student majoring in Business English at the University of Finance and Marketing, the intern would like to apply her English skills and basic knowledge in business she had learned at university to practical work However, the intern has not practical experience in the E-commerce sector Therefore, the internship period is an excellent opportunity for her to learn and explore herself in the E-commerce Customer Services platform

Therefore, this work aims to achieve the following objectives Firstly, the report is

also a tool that the reporter uses to present her duties and responsibilities at the TVN Group and the lessons that she has learnt during her internship The report helps her to reflect on the initial goals of the internship and how they were achieved Secondly, the reporter wishes to gain a profound comprehension of E-commerce generally and E-commerce Customer Service particularly, which can be an essential foundation and favorable conditions for her future career Thirdly, she also looks forward to accumulating the necessary hard skills and soft skills required in the workplace based on findings and experiences from the report Last but not least, this report helps her develop written communication skills and serve as an archival record of her internship experience

CHAPTER 1 INTRODUCTION TO TVN GROUP CO., LTD 1.1 History of TVN Group Co., LTD

TVN Group Limited Liability Company (abbreviated as TVN GROUP CO., LTD) was established in 2018 and has had continuous development steps in the E- commerce industry TVN Group Company Limited was established under Tax No 0315022712 by the Department of Planning and Investment of Ho Chi Minh City The company specializes in Google Adwords advertising, online marketing on social media platforms, trade-in online services and advertising

Although it is a start-up company and the scale is not too large, the leaders particularly, and the entire staff generally, have gone through a start-up process with

full of exertion to create a unified TVN and achieve initial success

products and services and bring great material and spiritual values to customers

(http://tvnteam.com/about/vision) 1.2.2 Mission

TVN's mission statement is to bring benefits to customers with high-quality products and services, improve employee's confidence through their meaningful contributions Besides, TVN aims to bring profits to investors, confidence in intellectuals and our rectitude For the community, TVN develops human values and does business on knowledge foundation and uprightness

1.2.3 Core values

With the slogan of the customer is king, the community is the family, TVN Group always puts customers’ benefits on top and operates based on ethical standards, openness, and transparency in all activities Over the past four years, they have always seized the initiative in all business activities Also, all individuals of TVN always willing to learn and share benefits, constantly perfect themselves every day, improve the management capacity, and carry out technological innovations 1.3 The organization's structure

Founder

Depi | Director [Đo

Service Department

Marketing Logistics Sales

Department TDepartment Department IT Department ID? 1000700) Planning Department Accoumting l9 0 nh ho

Figure 2- The organizational structure of TVN Group

1.3.1 The organizational structure of TVN Group

The size of the company is small; thus, the organizational structure is simple The organization is a hierarchical organizational structure All company activities are always overseen by the CEO by reporting the operation results from the departments, divisions Besides, all activities of the company are managed and reported to the CEO by the managers It creates clear lines of authority and reporting within the business and opportunities for employees to specialize and develop expertise in their field 1.3.2 Divisions’ functions

The Marketing Department takes responsibility for building and maintaining the company's brand and helping popularize products and services for the company Customer Service Department accounts for helping customers with complaints and queries and giving customers information about our products and services This Department also provides support in taking orders Therefore, it is seen as a role in

sales

Logistics Department takes care of order fulfillment such as receives, prioritizes and processes customer orders; schedules and releases orders for shipment according to sales policy and customer requirements It supervises the day-to-day operations of the unit, which provides information about the process of customer orders IT Department is responsible for providing the infrastructure for routine tasks automation Governance of the company's technological systems, maintenance of the infrastructure, and functionality of the systems overall are the main areas of concerns of IT Department

Sales Department plays a role as the direct link between a company's product and its customers It consists of a set of business activities and processes that help a sales organization run effectively, efficiently and in support of business strategies and objectives It deals with making sales, retaining existing customers, maintaining relationships with customers, promoting products, distributing goods, growing revenue, and contributing to company growth and profitability.

Planning Department is responsible for managing and implementing activities relating to the development of directions, development strategies, business, and investment plans, general statistics, production, business regulation and estimation

work

Accounting Department is in charge of recording and reporting the cash flow transactions of the company, recording accounts, paying bills, billing clients and customers, tracking assets and expenditures, managing payroll, and keeping track of

critical tax documents

HR Department's responsibility is to attract, retain, develop employees (based on

Recruitment, C& B, T& D, ER functions), build Organizational Culture, hire and fire

employees This Department plans the human resource project with the CEO to ensure the best benefits for their staff to help them work efficiently and manage the company's financial status

1.4 Development strategy

TVN Group has always made efforts to optimize profit and leverage the long-term strategy from Print on Demand (POD) products Besides, expanding niche market for

each website and channels such as Facebook, Pinterest, Google, UGC, Instagram,

Twitter, Influencer, etc Customizing our designs for customers is promoted, which is towards maximum values for visitors Community services are also focused on building sustainable fan pages and groups to commercialize their work Moreover, TVN professionally creates organizational structure, operational infrastructure management, strategic management, and advanced process technologies for

surveillance

In the long run, TVN Group aims to build its own website system and fulfill source without the dependency of Shopify converted through Woo TVN also focuses on pushing products from Vietnam, working directly with manufacturers, no more via vendors platform Furthermore, building a strong workforce in both quantity and quality; personalizing each Department, administration and workflow.

The company wants to make a separate social network app for the community and app sales for websites TVN also pushes the development acceleration to meet all new areas of the E-commerce industry.

CHAPTER 2 INTRODUCTION TO CUSTOMER SERVICE DEPARTMENT

2.1 Customer Service Department

According to the recent internal information of TVN Group, Customer Service Department is in charge of providing service to customers before, during and after the purchase of any product It develops the sales website and looks for sale opportunities with existing and new customers to sell products

Customer Service Department has two main jobs, including Pre-Sale Service and Post-Sale Service Besides, the Customer Service Manager is responsible for leading, supervising, motivating customer service team and managing activities in the Department, speeding up the implementation of the business plan to ensure the operation completed effectively and reporting activities to the CEO

2.2 Customer Service Department's staffing

Customer Service Department is an essential part of the company It supports the company in developing the company's scale At present, there are 20 members in Customer Service Department They graduated from universities and colleges They are knowledgeable about customer service and have enthusiasm in customer service field The chart below shows the structure of Customer Service Department in the company:

Customer Service Manager

Mr Luong Van Cuong