báo cáo thực tập-nâng cao chất lượng chăm sóc học sinh tai TT ANH NGỮ

báo cáo thực tập-nâng cao chất lượng chăm sóc học sinh tai TT ANH NGỮ

MINISTRY OF INDUSTRY AND TRADE

HO CHI MINH CITY INDUSTRY AND TRADE COLLEGE

FOREIGN LANGUAGES FACULTY

Internship report: Solutions to improve student care services at ACPI

internship report ontime.

I would like to express my sincere thanks to the Board of Directors and staff of the Australia Languages Center for creating favorable conditions during my internship.I gained useful knowledge from reality and made an important contribution to improvingknowledge I also would like to express my special thanks to Ms Trinh Thi Hang - Manager of Vietnamese American Languages Center IPL, who has dedicated and shared a lot of experiences to help me complete this internship Besides, I would like tothank everyone at the center for helping and answering questions during the process of working

Over a month, even though the internship was short with little practical access, I tried

my best for the report If something goes wrong, I hope to receive sympathy and

suggestions from teachers so that I can improve my knowledge

Ending this internship report, I wish Vietnamese American Languages Center IPL for always achieving goals, increasing its revenue every year, succeeding and developing

in the teaching and training career

In short, I really thank to all people helping me to finish this internship report

Sincerely thanks,

Internship report: Solutions to improve student care services at ACPI

TABLE OF CONTENTS CHAPTER 1: A BRIEF INTRODUCTION OF VIETNAMESE AMERICAN

LANGUAGES CENTER IPL 1

1.1 General introduction of VIETNAMESE AMERICAN Languages Center 1

1.1.1 IPL history of establishment and development 1

1.1.2 Training courses 2

Table 1.1 Training program of kindergarten 2

Table 1.2 Training program of elementary students 3

Table 1.3 Training program of English communication 3

Table 1.4 Training program of APTIS, IELTS, TOEIC 4

1.1.3 Mission and vision 5

1.2 Organizational structure 5

Picture 1.1 Map of IPL location 5

1.2.1 Organization management apparatus 5

1.2.2 Organization chart 6

Picture 1.2 IPL organization chart 6

1.2.3 Functions of each department 6

1.3 IPL capacity 7

1.3.1 Material facilities 7

1.3.2 Staffs 7

CHAPTER 2: INTERNSHIP PROCEDURE 8

2.1 Position of internship 8

Picture 2.1 Reception area 8

2.2 Internship activities 8

2.3 Self – evaluation 10

CHAPTER 3: SOLUTIONS TO IMPROVE STUDENT CARE SERVICES 11

AT ALC 11

3.1 Overview of customer care services 11

Picture 3.1 Customer service 11

3.1.1 Definition 11

Internship report: Solutions to improve student care services at ACPI

3.2 Actual situation of caring for students at IPL 12

3.2.1 Classify 12

3.2.2 Customer care process 13

3.2.3 Care activities at IPL 14

3.3 Reviews 15

3.3.1 Results 15

3.3.2 Improvements 15

3.4 Some solutions to improve student care activities at VALC 15

CHAPTER 4: CONCLUSION AND RECOMMENDATIONS 17

4.1 Conclusion 17

4.2 Recommendations 17

REFFERENCES 19

Internship report: Solutions to improve student care services at ACPI

Customers are an important part of the success or failure of a business When

businesses lose a customer they will lose revenue and profit, leading to reduced

business reputation Keeping an existing customer is not easier than conquering a new customer? Therefore, the role of customer care is very important, it directly affects the existence and development of businesses as well as improving the competitive

advantage of businesses All businesses that want to survive must pay attention to this factor

In particular, in order to satisfy the demand and keep customers' trust, the care of customers in the field of education has become even more important Besides, the center can attract new customers from loyal customers Becausethere is no more

attractive and effective form of advertising than word of mouth through close friends ofexisting customers And another important reason is that the Vietnamese American Language Center IPL currently does not have a complete customer care system and there are many shortcomings that need to be improved

Because of these reasons, improving the customer care department at the Vietnamese American Languages Center IPL has become more urgent and must be care more attention All of the above causes are the starting point to implement the topic:

“Solutions to improve student care services at Vietnamese American Languages Center

Internship report: Solutions to improve student care services at ACPI

CHAPTER 1: A BRIEF INTRODUCTION OF VIETNAMESE AMERICAN

Over the past 4 years, the center now has nearly 800 students who have been studying

at the center, thus contributing to prepare for the future generation to integrate deeply into the ASEAN economic community (AEC) and TPP With courses, we have a team

of experienced and highly qualified Vietnamese and foreign teachers We want to provide all students with not only a high-quality learning environment with modern facilities but also a friendly and sociable environment, which gives student

opportunities to grow together for a good future for them and the country

In addition, the center regularly has a fee reduction program to create conditions for all students to attend courses at the center IPL also offers English scholarships tostudents have bad circumstances in the region, poor students overcome difficulties and achievedhigh achievements in studying at Ho Chi Minh city University to make motivation for them try more in learning

Moreover, we also organize soft skills programs such as English summer camp, Soft skills training, Halloween party, cultural show for spring, game show Ring the Golden bell… to help students more confident and dynamic

In particular, the Center has collaborated with British Council to successfully organize Aptis exams with the results of more than 50% of qualified students Up to now,IPL Vietnamese American Languages Center is a high quality English center with the lowest tuition in Ho Chi Minh city.

1.1.2 Training courses

1.1.2.1 Training courses

a English for kindergarten

- Equipping them with a solid foundation right at the first contact with English, helping them to be confident and develop their personality comprehensively

- Train 4 skills of listening, speaking, reading and writing (mainly listeningand speaking skills) through activities that are scientifically designed and age-appropriate

Table 1.1 Training program of kindergarten

Pre-school 1 Happy Heart Starter 90 section

b English for elementary students

- Equippinglearners with a solid foundation right at the first contact with English, help them to be confident and develop their personality

Table 1.2 Training program of elementary students

c English communication

- Equipping learners with a solid foundation at the beginning of exposure

to English, helping them to be confident in communication

- Training 4 skills of listening, speaking, reading and writing through scientifically designed and age-appropriate activities

- Equipping learners with language knowledge and language skills to work

in an international integration environment

Table 1.3Training program of English communication

d APTIS, IELTS, TOEIC

- Help learners practice strategies and techniques for taking APTIS, IELTSand TOEIC tests

- Equip the learners with the necessary knowledge and language skills to help them to score for each level

Table 1.4 Training program of APTIS, IELTS, TOEIC

Pre-B1.1 Elementary Solutions 120 sectionPre-B1.2 Pre-intermediate Solutions 120 sectionB1.1 Pre-intermediate Solutions 120 section

1.1.2.2 Estimated training scale

- First year (2019):

+ English for preschool and primary school children: training about 300 children for the purpose of equipping them with a solid foundation of knowledge and skills to use English

+ Communication English: Training about 300 students with the aim of training 4 skills

of listening, speaking, reading and writing through the design of scientific activities and suitable for the age

+ APTIS, TOEIC IELTS: Training about 200 people who need to practice and review for certification

- It is expected that in the next 3 years, the scale of students will add about 200 studentsper year

1.1.3 Mission and vision

Mission: The Vietnamese American Language Center is committed to constantly improving all activities, giving students a good learning environment, professional training, learners centered, with the aim of contributing to training young Vietnamese citizens in the trend of globalization and international integration through proficient communication and foreign language skills, being willing to study and work in an international environment

Vision: Becoming one of the prestigious foreign language training centers and the first choice of students in Vietnam by providing the most effective and quality training courses

1.2.3 Functions of each department

Marketing department

It develop a strategy to promote the image of the center through websites or practical programs to help people know Enroll in many forms through Facebook and website They must creativity, dynamism and enthusiasm at work

Customer care department

There are extremely important tasks in bridging the center and customers Answer all questions about the center's courses as well as solve all customer requirements Monitor and inform parents about the students' learning situation

1.3 IPL capacity

1.3.1 Material facilities

There is a modern and comfortable learning environment with classrooms equipped with the most advanced equipment and devices such as: lighting systems, projectors, DVD players, speakers, air condition, internet high speed and many other essential learning tools and tutors.

1.3.2 Staffs

Teachers have master and doctoral degrees with many years of study and research abroad Especially, there are native teachers from Vietnamese American and America.There are also professional, enthusiastic, dedicated staffs

CHAPTER 2: INTERNSHIP PROCEDURE

2.1 Position of internship

 Position: Counselor

Picture 2.1Reception area

 Job description

- Conducting direct recruitment counseling, telesales

- Collection of tuition and exam fees

- Posting information on opening and recruiting on websites

- Teaching assistant for foreign teachers, support for arranging materials for teachers

- Prepare ready classes (pen, table, chair )

- Perform other tasks according to the arrangement of superiors

2.2 Internship activities

There are some the tasks that I was regularly assigned for the last four-week internship

1 Enrollment counseling desk

- Every day from 2 p.m - 5 p.m I consulted enrollment desk If there are learners who come to consult courses, I will advise and answer any questions Also, if there is a problem, I call the center manager

- Consulting process:

o Step 1 Ask questions about customer personal information (name, age, home, school )

o Step 2 Listen to understand customers' needs and aspirations

o Step 3 Analyze their needs and offer appropriate courses

o Step 4 If the student agrees to enroll, I will collect fees

2 Collect tuition and exam fees

- Greeting and ask full of the student’s personal information.

- Write down all the information on the receipt then sign it

- I collect money and count carefully (if I have received enough money, I will hand over the copy of the receipt to the students and keep the original for the center)

- Say thank you and say goodbye

3 Post student news.

Support marketing department to post enrollment information on Facebook about information about upcoming courses including opening time, schedule, tuition, etc Then reply to comments

4 Teaching assistant for foreigners.

- Stable and watch students sit neatly in class to listen to the teacher lecture

- Interpreting for students to understand what he said

5 Set up class.

Classes must be ready before class

Firstly, clean the classroom by sweeping the house, cleaning the house, cleaning the board

Next, prepare tools such as brushes, tablecloths, water for teachers Tables and chairs must be arranged neatly, in sufficient quantity

Finally turned on the light, turned on the air conditioner and closed the door

knowledge and experience learned to complete all assigned tasks in the best way More

fortunate is that here there are friendly and lovely colleagues who often help when I getstuck.

Besides the advantages, there are also many difficulties at work For example, I was confused about counseling when customers asked more than I had been trained I am passive in solving problems at the center

Therefore, I always call management whenever necessary The problem I need to improve are:

- More sensitive and flexible at work

- Communication needs to be more smooth and confident

CHAPTER 3: SOLUTIONS TO IMPROVE STUDENT CARE SERVICES

AT ALC

3.1 Overview of customer care services

Picture 3.1 Customer service 3.1.1 Definition

Customer service is always a leading factor to determine the success of a business Only when customers are satisfied and want to continue using the services and

products, businesses can survive and develop successfully

Being aware of the role of customers in the development and survival of enterprises, customer care is increasingly focused So, what is customer care?

Customer care means to be polite and friendly when contacting customers and only employees who directly interact with new customers need to care about customers In particular, attitude is a very important part of customer care Moreover, customer care

is all that is necessary for businesses to do to satisfy customers' needs and expectations

In other words, customer care is serving customers in the way that they want to serve and doing the necessary things to retain their customers

3.1.2 Role

When businesses lose a customer they will lose revenue and profit, leading to reduced business reputation Therefore, customer care directly affects the existence and

development of the business Keeping an existing customer is not easier with

conquering a new customer? Therefore, the role of customer care is very important in improving the competitive advantage of businesses

Customer care activities in general can bring many advantages for businesses:

- Contribute to attracting potential customers, developing relationships with customers

- Help businesses reduce business costs, keep revenue, maintain on creating image for businesses

- Being the optimal competitive weapon for businesses in the current business market

3.2 Actual situation of caring for students at IPL

3.2.1 Classify

The center's main customers are English learners, so devided student into 3 groups which help the customer care department of IPL easily grasp the needs of the center and identify the center's key audience IPL can divide students into the following groups:

Large students group

Average students group

Small students group

Each course of the center is aimed at learners so each group of students will have appropriate courses Such as:

a Large group of students

 Age: 18 or older

 Subjects: students and employees

 Purpose: focus on getting a language certificate to graduate and go to work In addition, they must improve their skills in listening, speaking, reading and writing proficiently to have the opportunity to learn and work in an

international environment