quy trình chăm sóc khách hàng của công ty tnhh tiếp vận vô cực

TỔNG LIÊN ĐỒN LAO ĐỘNG VIỆT NAM ĐẠI HỌC TƠN ĐỨC THẮNG KHOA NGOẠI NGỮ - - BÁO CÁO THỰC TẬP TỐT NGHIỆP QUY TRÌNH CHĂM SĨC KHÁCH HÀNG CỦA CÔNG TY TNHH TIẾP VẬN VÔ CỰC GVHD: SVTH: Mã số sinh viên: Lớp: Ths TẠ THỊ HỒNG DIỄM VIETNAM GENERAL CONFEDERATION OF LABOUR TON DUC THANG UNIVERSITY FACULTY OF FOREIGN LANGUAGE - - q INTERNSHIP REPORT THE PROCESS OF CUSTOMER SERVICE DEPARTMENT AT TIEP VAN VO CUC LIMITED LIABILITY COMPANY Supervisor: Student: Reg No: Class: Mrs TA THI HONG DIEM PHIẾU CHẤM ĐIỂM BÁO CÁO/ASSESSMENT Raw scoresin figure Total score(1) Examiner 1’s Examiner 2’s (Điểm phần số) Company Report (Điểm tổng cuối cùng) In In word signature & full signature & full name name (Điểm Cty) (Điểm báo figure (Ghi (Chữ ký & tên (Chữ ký & tên cáo) (Ghi chữ) GK 1) GK 1) số) Thang điểm cụ thể báo cáo/Report Score in detail: Điểm phần nội dung báo cáo/Content(5.0đ) Điểm phần tổ chức, bố cục/Organization(2.0đ) Điểm ngôn từ, ngữ pháp, tả/ Vocabulary, Grammar, Spelling and mechanics(3.0đ) Nhận xét đánh giá chung/ Comments : ACKNOWLEDGEMENT For any university student, internship not only is an important key but also is a good exercise opportunities Every student will have to experience this stage before leaving the university Internships allow us to understand the needs of society in practice, to consolidate our knowledge, and to test our expertise For me, usually in school to learn are written knowledge, and practice has given us in the social work before the theoretical knowledge and practical work linked to a good opportunity; through internship, we can learn Many in the classroom did not learn the knowledge, both broaden the horizons, but also increased the knowledge for us to further social and laid a stable foundation This internship We have been able to successfully complete the internship report, because the foreign language college teachers and the company leaders and staff of the enthusiastic help, we express our sincere thanks TABLE OF CONTENTS Chapter I: INTRODUCTION .1 Basic information and development process about TVVC Co.Ltd: 1.1 Basic information: 1.2 Development process: Function and mission of TVVC Co.Ltd: 2.1 Function: 2.2 Mission: .2 Function and mission of Customer Service Department: 3.1 Function: 3.2 Mission: .3 3.3 Advantages 3.4 Disadvantages: Chapter 2: DISCRIPTION OF INTERNSHIP Description of Internship : Analysis and evaluation: 2.1 Analysis: 2.1.1 Advantages: 2.1.2 Disadvantages: 2.2 Evaluation: Chapter 3: CONCLUSION .10 REFERENCES 11 Chapter I: INTRODUCTION Basic information and development process about TVVC Co.Ltd: 1.1 Basic information: - Company name: Tiếp Vận Vô Cực Limited Liability Company - International Trade name: INFINITY LOGISTICS COMPANY LIMITED - Main office: Floor 6, Hoang Minh Building, 100 Nguyen Xi Street, Wall 26, Binh Thanh District, Ho Chi Minh City - CEO: (Mr) Nguyen Van Luc - Phone number: (028) 35129828 - Fax: (028) 35129829 - Email: infinity@infinitylog.com.vn - Website: http://infinitylog.com.vn - Tax code: 0311160856 - Company’s logo: 1.2 Development process: 2010 marked the birth of the TVVC Co.Ltd is Limited Partnership Company Its line of business are export directly and take the responsibility for some Import-Export-Service, domestically and internationally freighting goods pursuant to Business registration certificate No 031116086 permitted by Department of Planning and Investment of Ho Chi Minh city It officially operated on October 15, 2010 with the initially authorized capital is 5,000,000,000VND and the staffs at the beginning are a group of three After five years of development, the company nowadays has had a certain position in the heart of customers and has become a reliable destination for customers, who have demand for freighting goods or Import-Export service Because our company starts up in inflation, the company recognized that price was one of the most important factors of business Therefore, the company’s mission provides the customers the best services with the lowest cost This is the main strategy and goal of our business activities Despite facing with many difficulties and challenges, TVVC Co.Ltd, is constantly develop and improve our services It makes domestic and foreign customers trust and believe our services Currently, the company operates with a total capital is 5,000,000,000VND and the number of employees is persons This scale is not much larger than the establishment date of the company The number of employees, customers and scope of our company’s activities are more and more increasing so quickly This is a develop state of a start-up company in the current difficult economy because of the recession 2.1 Function and mission of TVVC Co.Ltd: Function: TVVC Co.Ltd - Professional International and Domestic Transportation operates under the following functions:  Delivery import and export goods by sea, by air to other parts of world and from the countries to Vietnam  Consolidation of LCL cargo services, receive material Container shipping and retail goods  Perform the logistics services and inland transport, cargo tally  Customs procedures and implementation of package shipping services to clients  The above services’ Infinity Logistics Co., Ltd is to meet the needs of the market in general and facilitate the time and effort for the company's 2.2 customers in particular Mission: - Through the business process, the company is a solid bridge for domestic enterprises with each other and with foreign enterprises to meet the needs of import and export of goods of the market, boosting production And circulate goods between countries around the world to exploit investment capital, generate profits for the company and at the same time contribute to boosting the foreign trade of the developed country, For the country - With the above tasks, the main services of the company: 3.1  Retail consolidation service  Shipping services by sea  Freight services by air  Cargo transportation services by road  Logistics services for Import Export Function and mission of Customer Service Department: Function: - Support, advise, suggest the plans for customer services to satisfying clients/customers - Deploy and carry out customer’s service strategies in order to build the activities and policies of customer’s service more professional - Suggest/Propose solutions and programs for an effective customers’ service - Provide information related to the Center's consulting services to customers upon request - Image building and performing Center's activities in the community - Receive customers’ feedback and give remedies - Perform other tasks assigned by the Center's leader 3.2 Mission: - Build information channels so that customers can get information about company, product features, prices, payment menthods easily - Receive all compliments of customers, give directions for solving problems then submit Sales Manager for consulting and discussing at the briefings - Associate with Marketing Department to carry out promotional programs, thoroughly analyze the benefits of the customers with these programs in order to maximize the effectiveness of the marketing plan according to the target - Make a plan to visit VIP customers, wholesale customers and regular customers of the company; organize implement, inspect, monitor and adjust plans; collect and record customers’ feedback in order to improve the work performance - Take the initiative in building give gifts to customers during the holidays, Tet holidays, opening days and founding date (in coordination with sales channels for implementation - Follow up the product warranty plan, check the warranty plan, warranty operation and maintenance to understand the level of satisfaction of the company with this activity - Measure the level of customers’ satisfaction twice a year Report the results to the Sales Manager, find out the causes of bad or failure assessment of customers and propose solutions to improve company’s quanlity - All the customers’ services must be documented and researched continually to improve customer’s services that are practicing of the company - Planning annual customer’s service budget and submiting to the Sales Manager for inspecting and getting approval of the board of directors 3.3 Advantages - About the company’s service quality: the company has provided customers with the reasonable cost and high quality services To achieve this, the company has invested in facilities, trademark registration and recruited the qualified and experienced human resources The company always emphasizes its role in ensuring the provision of services to customers, anticipating and finding solutions to problems that may arise during the service delivery process, and creating credibility for customers In addition, the company also continuously updates document related in business major to promptly grasp the policy’s changes, and make sure that all legal procedures are carried our smoothly and legally - Another advantage of the company is that it is effective to use its human resources with the high experiences and qualities, followed by the number of staffs are suitable with the size of the company Each employee has not only the knowledge in the field but also general major related to transportation – export – import This leads to the flexible change of labor structure during the time has many order bills, and it is not necessary to increase the working time of any parts too much, or hire more workers when the number of order bills exceeded the forecast - The company’s departments coordinate together to complete the jobs that bring services to customers For each service, each department has a different responsibility Director has managed departments a good way with controlling all reasonably The accounting structure is reasonable, in accordance with the law The allocation of costs in the business is consistent with the size of the company 3.4 Disadvantages: - When it comes to the cost of the services, ours company offers the lowest possible price However, the cost of goods sold is so high that leads to net profits are rather low As a result, after-tax profit of our company is also low The company could deploy the methods of abridgment of expense in order to cutting down the cost of goods sold - Although the company has some manner to minimize the risk but it is not good enough Moreover, the staffs not meet customer desire It causes many problematic situations and customer dissatisfied - The company acquires a market share exposes itself but it is just a tiny bit Nowadays, there are many company run this kinds of area So with its market share does not safe enough of company - The company just applies sales promotion method through internet advertisements with nothing else It is not enough for company's development in this cutthroat competition's situation, especially there are so many competitors in this time - Another drawback is the company does not pay much attention in human resource development Lacking of the policies and the funds for train human resource, in long-term development, this issue could make staff's qualification decline, thence staff's productivity and quality of service are diminished Chapter 2: DISCRIPTION OF INTERNSHIP Description of Internship : - In the first week, I was introduced to other members in Customer Services Department as prior steps I also figured out organizational culture and corporate philosophy by reading employee handbook and integration guidelines I was shown how to write a good email to other members, what types of mail I could read and reply, and what types I could not Due to knowing clearly company policies, cultures, and values, I could easily get on well with others and avoid mistakes while working - In the second week, I learned how to use some kinds of office equipment such as photocopy and printing machine, image scanners, and internal landline telephone It was good to my afterward jobs since I could familiarize myself with office facilities - In the third, fourth and fifth week, I took the responsibilities for writing potential customer’s information into the company’s system - In the sixth week, I made calls to potential customer from a already list of the company Due to the nature of work, I must have different ways of making questions or answer The majority of them are personal information, problems' solution, major knowledge, and personal value In addition, I assisted my trainer in the image issue in the integration training program My main task was to edit the Power Point slides attractively - In the seventh and eighth week, I went to port with my instructor to know exactly which kind of services that the company provide Therefore, I can know clearly about providing services process of TVVC Co.Ltd 2.1 Analysis and evaluation: Analysis: In this internship period, I had an opportunity to work as recruiter in Customer Services in TVVC Co.Ltd, I have got many useful lessons as good as experiences in a professional and friendly workplace After two months working, I have got both pros and cons 2.1.1 Advantages: - First of all, thanks to my instructor, I got enthusiastic guidance and wholehearted advices from her so that I could widen my knowledge as well as increase my understanding of customer services I have learnd the customer services process in a company about logistics Moreover, I could familiarize with services such as marketing planning, feedback form, etc These ones were truly beneficial to me since it helped me get an overview of customer services - Secondly, this internship period gave me a professional workplace Formerly, I did not experience good working environment as well as effective working attitude Being a trainee of TVVC Co.Ltd, this was a good opportunity for me to experience a challenging job in a dynamic and professional working environment - Finally, I could know how to assess customer potential according to their need At first, I had a chance to call person in company’s list This task required me a communicate skill through telephone Next, I have to practice how to convince potential customer listen our services It was extremely hard for me to realize one's competence because of the lack experience on communication My instructor guided me to figure it out, then, I had more knowledge about appraisement and had more confidence in this task 2.1.2 Disadvantages: - My first disadvantage is lack of major knowledge Since I am in English Commerce, working as a customer services staff is not my strength I had no knowledge about customer services so that I had to learn every thing about this by myself I began to be acquainted with definitions, explanations, and its use Therefor, it took me a lot of time to get new knowledge about this issue - Then, I did not get used to my new tasks When the instructor gave me the assignment, I spent a lot of time finishing those tasks Every thing seem strange to me so that, I had to figure out what is it, what is it functions, how to deal with it, and how to the best For example, my responsibility was writing job description for a position, it took me two days to finish this task Furthermore, lacking of experience made me did it iteration As a result, my performance was not definitely effective 2.2 Evaluation: In my point of view, two months internship, working as a customer services staff in TVVC Co.Ltd is extremely great experiences for me I learned a lot of beneficial things as well as valuable experience in this period I knew the process of taking care of customer, the skills to give good services, and the ways to take feedback from guests Moreover, I get the opportunities to interact with many professional people so that I could expand my vision and imitate their great manners In addition, I gave my best to dedicate my skills as well as my knowledge to Customer Services and Sales Department , especially is Customer Services team I was proud of my devoted because my tasks helped them improve employer brand, prepare for good services, and complete customer services procedures In brief, I realized that internship period is a good chance for me to familiar with new environment, which I would practice in the future Chapter 3: CONCLUSION After a period of probation at TVVC Co.ltd, I have learnt a lot of knowledge which is necessary for my job and my life It is also a good chance to me for my graduation examination and my future career In practice time, I was got lots of support by staffs in the company Besides, I'm gradually accustomed to the office environment Through this practice, I acquired some things: Firstly, I knew about some basic knowledge of export-import business in a small scale which is suitable for city's development In addition, I can apply what I learnt to reality working, thence I can improve my knowledge Secondly, I was acquaitance with office environment, where I can learn more essential skills to prepare for my work Finally, I learnt how to collect information and the best way to make a report It is really useful for me Reported information from many sources should be inevitable errors We hope to receive many contributions from teachers as well as our company in the report to be more complete 10 REFERENCES Documents provided by TVVC Co.Ltd Google translate Websites: https://getfly.vn/blog/quan-ly-khach-hang/cham-soc-khach-hang-lagi-ban-chat-cua-no-n459.html http://yellowpages.vnn.vn/lgs/1187683767/cong-ty-tnhh-tiep-van-vo-cuc.html http://infinitylog.com.vn/infinity/ 11 ... about TVVC Co.Ltd: 1.1 Basic information: - Company name: Tiếp Vận Vô Cực Limited Liability Company - International Trade name: INFINITY LOGISTICS COMPANY LIMITED - Main office: Floor 6, Hoang... District, Ho Chi Minh City - CEO: (Mr) Nguyen Van Luc - Phone number: (028) 35129828 - Fax: (028) 35129829 - Email: infinity@infinitylog.com.vn - Website: http://infinitylog.com.vn - Tax code:... Follow up the product warranty plan, check the warranty plan, warranty operation and maintenance to understand the level of satisfaction of the company with this activity - Measure the level of