báo cáo thực tập tốt nghiệp tiếng anh INTERNSHIP COMPANYINSTITUTION

The process of formation and development 1.1 Overview of English Camp English Camp is a language center that specializes in teaching IELTS, TOEIC andgeneral English for communication pur

VIETNAM NATIONAL UNIVERSITY, HANOI

16/12 Tran Quy Kien, Cau Giay Hanoi

Supervisor: Nham Phong TuanStudent’s full name: Le Thi Cam AnhStudent’s ID: 11071348

Major: International BusinessClass: IB 2012C

INTRODUCTION 3

CHAPTER 1 English Camp Company Introduction 4

A The process of formation and development 4

1.1 Overview of English Camp 4

1.2 The process of formation and development 6

B Company structure 6

CHAPTER 2 VALUE CHAIN OF ENGLISH CAMP 11

A SUPPORT ACTIVITIES: 11

1 Infrastructure and Equipment 11

2 HR management 12

B PRIMARY ACTIVITIES: 14

1 Marketing 14

2 Enrollment support service 17

3 Course content and delivery 18

4 After sale service 19

C ANALYSIS OF CUSTOMER CARE SERVICE 20

1 Functions and mission: 20

2 Pros and Cons of Customer Care Service 21

3 Solution to improve the customer care service 22

CHAPTER 3 Observed and Assigned Tasks 24

A Voice Yourself contest 25

1 Overview of the contest 25

2 Voice Yourself - Round 2: Make your own way 27

3 Voice Yourself - Final Round Voice Yourself: Debate and Eloquence 28

B "We are Marshall" movie show 30

1 Overview of movie show 30

2 Assigned Tasks 31

3 Other tasks 32

1 Write an article to introduce about English Camp 32

2 Write articles introduce about foreign teachers in English Camp 32

3 Support SEO team 33

CHAPTER 4 THE INDIVIDUAL HARVEST 34

At first, I would like to thank the International School, Vietnam National University hassupported us to get a meaningful internships program I want to thank the instructor, Mr.Nham Phong Tuan, who has guided me during the internship He gave me a lot of usefuladvice to complete the tasks in the best way

While working at the English Camp company, I have learned many useful things, usedthe knowledge I have learned in school and put them into practice, and acquired moreexperience for my future work Back to the early days of internship, when I am notfamiliar with anything, my seniors did help me a lot After a month of internship, I havebecome familiar with the job and the environment here

I believe that the practical experience I have learned during an internship at the EnglishCamp company will help me a lot in my future work

Again, I sincerely thank the school, thank my instructor and I thank the companyguidance has helped me to fulfill the internship Thank you sincerely

CHAPTER 1 English Camp Company Introduction

A The process of formation and development

1.1 Overview of English Camp

English Camp is a language center that specializes in teaching IELTS, TOEIC andgeneral English for communication purpose Company is currently located in Hanoi andworked with nearly 30 native experienced teachers (England, Australia US and Canada).Although it established in 05/2011, English Camp has quickly achieved at the top ten onthe IELTS teaching by the quality of foreign and Vietnam teachers with high-levelconsulting and professional team

English Camp is located in 16, 12 lane, Tran Quy Kien street, Cau Giay district, Hanoi

The company offers the following services:

Company Vision: "Developing English Camp language center as IELTS international

standards unit and one of the best English language training in Vietnam"

Company Mission: "To build a professional training environment that can help

participants update their knowledge, training and improvement to use English in themature and confident ways Moreover, English Camp help them to achieve high scores inIELTS that can create opportunities to have good job and higher study courses "

1.2 The process of formation and development

Established in 2011 with the desire in supports for students studying abroad, travel orwork English Camp organized small group classes for English capital complementary tomeet the needs of foreign languages

With small classes, sizes and experienced and professional teachers and staff that madeEnglish Camp have gradually strong position in the market

There are average of 20 group classes, 5 classes 1 on 1 (one teacher and one student)and approximately 100-200 students registered every month

B Company structure

The company established as a limited liability company, operating under the EnterpriseLaw, the provisions of the relevant law The company operates under the direction ofMiss Hoang Thi Viet Hang- the company's director Miss Hang has experiences in thefield of this business, with the ability to capture and analyze market trends

Marketing

Customer Department

Customer Care

Student Counseling

Academic Affairs (Teachers)

Vietnamese teachers

Foreign teachers (Speaking and Writing skill only)

Course Design Team

Diputy Director

Human Resource

Department

Human Resource Department

- Responsible for the implementation and support of administrative tasks related to officestationary

- The procedures related to HR: recruitment, training, remuneration policies

Accounting and Finance Department:

- Responsible related to finance, accounting of the company, compensation payments,commissions, and contracts

Marketing Department:

- Responsible for the planning and implementation of marketing campaigns, promotingimplementation of brand “English Camp” helps promote, improve the efficiency ofenrollment

Sales Department:

- Responsible for the reception, the implementation process and admissions counseling,answering the questions of customers

Customer Care Department:

- Responsible for direct and indirectly receiving customer feedback, consulting Board ofManagers to improve the quality of customer service

Student Counseling Department:

- Responsible exposed, inquiring sources of potential students, counseling for students andtheir families the best service, best ensure, to build and to maintain the reputation ofEnglish Camp in the service sector

Academic Affairs (Teachers):

- Responsible for research, construction and offering appropriate learning programs,enhancing syllables, finding more rich, updated and useful learning materials for thestudents

- Perform the teaching, ensuring the quality of objectives outlined by English Camp

Financial Reports

2013 2014 2015

Number of courses 110 115 120

Revenue (Billions VND)

Profit (Billions VND)

Over the past 3 years, the company has built its own reputation and network in the domestic market for quality of teaching The revenue has gradually increased;

it is VND 2 billion in 2013, VND 2.2 billion in 2014 and VND 2.4 billion in 2015.

3 Achievement of English Camp

Achievement of IELTS and TOEIC courses:

- More than 95% of the students after the course has achieved IELTS goals From

2011 to 03/2015, English Camp has 10 students who reached 8.5, more than 100students reached 8.0 and thousands of students achieve 7.5 & 7.0 The highlightswere two students: Le Quoc Hung and Nguyen Thai Nam have reached IELTS8.0 at 14 years old in November 2014

High quality IELTS classes:

- English Camp also organizes various activities to create a dynamic learningEnglish environment such as support classes (Reading & Listening for IELTS atmany levels, Basic Grammar and Vocabulary), monthly IELTS test, self-studyroom, library & free English club.

CHAPTER 2 Value Chain Of English Camp

Primary

Activities Marketing

Enrollmentsupport

Coursedelivery

After salesservice

1 Infrastructure and Equipment

Upgrade equipment, classrooms and other services in order to attract students especiallywhen students are from the businesses

Assets Quantity In Use Quality

Job requirements for each position:

a Assistant

1 Description of work:

- Take care of students

- Assistant for foreign teachers

- Teaching children English classes

- Some required administrative tasks

- Customer Care: check attendance ,manage class lists and support for students

- Resolving complaints from students

2 Requirements:

- Good appearance

- Common voice (not heavy local accent)

- Can be work in the evening and Saturday, Sunday

c Support position

1 Job Description

- Support for foreign teachers: Photo material for teachers, prepare of lectures for teachers

- Some required administrative tasks

- Check classrooms and facilities of the center

2 Requirements:

- Computer Skills: Typing fast, Word and Excel proficiency

- Personality: Enthusiastic, hard and honest

Normally, the recruitment process will have three steps.

Step 1 Apply

Ask the candidates to send profile, CV and other relevant procedures to the centerduring office hours When receiving the candidate's documents, the staff will conduct theappropriate ones to find potential candidates with the requirements of the job Then,calling candidates for interview time and place

Step 2 Interview

Interviewing time during office hours Content: appreciate general information aboutstudents, knowledge about English Camp centers and job position and provides somequestions situations

Step 3 Announcement of results

Calling and emailing the results to the candidates For successful candidates, staffannounce the start working time

B PRIMARY ACTIVITIES:

1 Marketing

Marketing research: Market research is a very important step for all companies,amongst other things, it helps center understand whether it offering is likely to generatedemand Once English Camp have a clear sense of who its customers are, the followingrepresent some additional things to think about:

- Where are these customers? Pupils and students live in Ha Noi

- How many customers are there? There are approximately 10000 students

- What do they require from your product or service? They want to joineffective course with experienced teachers at low price

- How you intend to reach them? Strengthen advertising in magazines, radioand especially on the Internet Invest more in promoting the product on theforums that are being loved and trusted Along with the growth of TheInternet, number of Internet users in Vietnam is increased to nearly 40million The frequent of a regular customer searching for products online isalso increasing This shows that Online Marketing is becoming more andmore important That is why English Camp is going to create more banners,more eye-catching pop-up advertisement

The customer have the direct and indirect contact with the English Camp centerthrough marketing Therefore, the main task of this stage is to provide information tocustomers about English Camp center and the curriculum of the course In fact, manycustomers want to learn English but also concerns about other centers The marketingrole is gain their attention about English Camp center

Online channels:

Website:

English Camp center has developed its own website with the domain nameenglishcamp.edu.com

Contents: The main content that the website offers four items:

- Home: Presentation on the history and activities of the center Post the articles aboutthe activities, promotion, new courses for students in English Camp center

- Courses: The main content of the course descriptions Besides, there are additionalinformation for the course content about the necessary and benefits of courses

- Scheduling: To provide students the information about school schedule for eachcourse

- Recruitment: provide description about the job position and how to apply

Social Network

The key choice of social media sites is Facebook because Facebook is the socialnetworking with the most Vietnam users People who joined Facebook are in two groups

of 18-24 and 25-34 years old; these are target customer of the center

Facebook: www.facebook.com/englishCamp Name: English Camp

The Facebook content: Most courses are introduced, the activities of the center andsome posts about training issues

Customers who have questions on courses can email directly to center They will beanswered quickly

Step 1: Atomic Email Hunter

Step 2: Email Verifier - Email address filtering

Step 3: Smart Serial Mail

In addition, the center also use forums and blogs: The center writes introduction posts

on the forums (forums seeding) to increase the level of reputation and leads backlinks forwebsites

The goal is to provide the accurate information to the customer so it is effective to bring

a deep impression to customers It can be said that marketing is extremely important step

to gain customer attention

2 Enrollment support service

The customer care services includes:

- Consultancy services of course: provide advice to customer for the purchasedecision

- Providing the academic schedule and information about lecturers: the employees

in this period mainly offers courses, first day of school, school days, hours, andcosts in detail

- Call or email for customers: to change the school schedule, to ask if the customer

is not satisfied, remind the majority of students to come the class

The objective of this activity is to make customers feel secure and confident about thequality of service that meet customer needs By doing this, English Camp can build astrong brand in the consumer's mind

Students send the questions in the learning process to support@englishcamp.edu.vn;center will answer your questions in the shortest time

Answering customer questions:

For customers contact by telephone:

- Participants often call to the center to determine information such as Scheduling,tuition, school forms, teachers, certificates and form of payment of tuition Staffwill answer these questions, at the same time, provide more information onrelated courses and promotions for apply a course early, and then employees willconvince customers to the center for more specific advice

- If customers want to know more details, staff will record the customer email thensends information about courses to customers For these customers, after staffsend the information about course, if the conditions such as time, tuition, schoolthat are appropriate for them They will go to the center to enroll Otherwise, wecan build the relationships with clients so customers may return when required.This is also considered as a way to advise clients on the phone, so employeeshave to be master in information understanding about center, provide accurateanswers and persuade customers to enroll at the center

For customers contact by email:

- Staff regularly update email to answer customer question in the shortest time, donot let customers wait long After consulting about the training programs of thecenter, employees can talk more about learning conditions in the center andoffers promotion that students receive when enrolled For the education sector,customers are often interested in the quality of teaching and learning conditions

so employees should convince customers about experienced teachers, learningconditions and achievements has achieved in recent years

3 Course content and delivery

Course development and productCourse design, writing, editing, and printing The course package is assembled by combining produced and purchased components and made available to the course delivery function

Admissions & credit transfer

The admission and credit transfer chain provides a service to students Transfer assessment of prior education is mandatory

Course registration & materials dispatchBegin with student’s application to register for a particular course, which triggers the release of a package of course, materials to be sent the student The student is also assigned a telephone tutor

Course deliveryThis chain is accomplished by the call center, telephone tutors (called

Academic Experts), markers, and the course coordinator

Examinations are issued and marked centrally Some student services and counselling services, library, and other activities are included here