Đang tải... (xem toàn văn)
báo cáo thực tập-nâng cao chất lượng chăm sóc học sinh tai TT ANH NGỮ
Internship report: Solutions to improve student care services at ACPI 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 VIETNAMESE AMERICANLANGUAGES CENTER Name: LE THI LAM Code: 2116240140 Class: English C Instructor: NGUYEN THI TUYET HOA(ME) Ho Chi Minh city, August 26th ,2019 Internship report: Solutions to improve student care services at ACPI Internship report: Solutions to improve student care services at ACPI ACKNOWLEDGEMENT First of all, I would like to express my gratitude to all teachers of the Foreign Language Department of Ho Chi Minh City Industry and Trade College for creating many favorable conditions for me to approach the real environment through this meaningful internship In particular, I would like to express my sincere thanks to the instructor - Ms Nguyen Thi Tuyet Hoa who wholeheartedly assists me and guides me to complete the 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 improving knowledge 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 to thank 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, Le Thi Lam Internship report: Solutions to improve student care services at ACPI TABLE OF CONTENTS Internship report: Solutions to improve student care services at ACPI RETIONALE 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 of existing 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 IPL” CHAPTER 1: A BRIEF INTRODUCTION OF VIETNAMESE AMERICAN LANGUAGES CENTER(IPL) 1.1 General introduction of Vietnamese American Languages Center IPL 1.1.1 IPL history of establishment and development In the trend of integration and globalization, Vietnamese American Language Center was established on August 20, 2015 with the goal of teaching to help all subjects in the area, especially students with favorable conditions to improve the ability to use foreign languages With quality English language training courses, we have gainedcharisma and trust for many years for generations of students Over the past 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 achieved high 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 skills of listening, speaking, reading and writing (mainly listening and speaking skills) through activities that are scientifically designed and age-appropriate Table 1.1 Training program of kindergarten Level Textbook Time Pre-school Happy Heart Starter 90 section Pre-school Happy Heart 90 section Pre-school Happy Heart 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 - comprehensively Training skills of listening, speaking, reading and writing through - scientifically designed and age-appropriate activities Equipping them with language knowledge and language skills so that they can take Cambridge University International English certificate exams (Starter, Mover, Flyer) Table 1.2 Training program of elementary students Level Textbook(Oxford) Time Pre-start Let’s Begin 45 section Starter Let’s go 90 section Mover Let’s go 90 section Flyer Let’s go 90 section c English communication - Equipping learners with a solid foundation at the beginning of exposure - to English, helping them to be confident in communication Training 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 Level Textbook(Cambridge-2007) Time Elementary Face-to-face 120 section Pre-intermediate Face-to-face 120 section Intermediate Face-to-face 120 section Advanced Face-to-face 100 section d APTIS, IELTS, TOEIC - Help learners practice strategies and techniques for taking APTIS, IELTS - and 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 Level 1.1.2.2 Textbook(Oxford) Time A2 Elementary Solutions 90 section Pre-B1.1 Elementary Solutions 120 section Pre-B1.2 Pre-intermediate Solutions 120 section B1.1 Pre-intermediate Solutions 120 section B1.2 Intermediate Solutions 120 section 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 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 years, the scale of students will add about 200 students per 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 Organizational structure Picture 1.1 Map of IPL location 1.2.1 Organization management apparatus Representative office Address: 39 Ha Huy Giap, Thanh Loc, Thu Duc Phone( 028)62.521.521 Viettel:0902724256 Email: 1.2.2 Organization chart Picture 1.2 IPL organization chart 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 Accountant Track the financial issues of the center, solve the collection and payment, inventory related books Teachers Teachers play an important role in teaching and imparting knowledge to students to help students acquire knowledge in the most effective way In order to,they improve quality and increase trust for customers 1.3 1.3.1 IPL capacity 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 Staffs Teachers have master and doctoral degrees with many years of study and research 1.3.2 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 • 2.2 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 Internship activities There are some the tasks that I was regularly assigned for the last four-week internship Enrollment counseling desk - Every day from p.m - 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 Ask questions about customer personal information (name, age, home, school ) o Step Listen to understand customers' needs and aspirations o Step Analyze their needs and offer appropriate courses o Step If the student agrees to enroll, I will collect fees 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 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 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 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 Arrange documents Support photocopies and arrange materials for teachers when needed 2.3 Self – evaluation In discipline, I always go to work on time and wear the right uniform I always try to maintain the best energy, always polite and smiling with customers I know how to respect my superiors and get along with my colleagues I have tried to use the 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 get stuck 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 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 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 Appropriate course: TOEIC, APTIS, IELTS and English communication b Average student group Age: from 12 to 18 years old Subjects: students at secondary schools and high school Purpose: create a solid language foundation for confidence in current study and future work Appropriate course: English skills c Small group of students • Age: 5-10 years old • Subjects: children and elementary students • Purpose: Equipping them with a solid foundation right at the first contact with • English, helping them to be confident and develop their personality comprehensively Besides, equipping them with language knowledge and language skills so that they can take Cambridge University International English • certificate exams (Starter, Mover, Flyer) Appropriate course: English for preschool and primary school English Based on the above group of customers, we determine which objects are suitable for any course Since then we easily consult and care for students more effectively 3.2.2 Customer care process a Before registering • The marketing department will conduct marketing campaigns to attract targeted • customers Target customers will be allocated to each care counselor If the counselor identifies the target customer, then update the information to "prospect data" (If the customer has a response, note it again) • For potential customers: Customer care staff take care and explore the ability of customers to learn English by sales activities such as: calling, roadmap consulting, trial and appointment … • After the prospect becomes a real customer, move on to the care step in the learning process Note: take care of all students from the beginning to the end of the course b During the learning process • Resolving the students' opinions and complaints (In the process of learning, absorbing the feedback of students about complaints and suggestions, reserve, transfer class, complain, comment ) Coordinate with the department to resolve the students • Assist teachers and students (remind students about discipline, health, personal, class and activity issues Monitor and evaluate student performance regularly Consult with students c After the course • Summarize and reward outstanding students • • After finishing the course, the customer care department will retrieve all customer data and text on holidays so that customers still remember them From there, we will get new customers from our old customers 3.2.3 Care activities at IPL • Regularly reduce fees through pre-opening registration and enroll in groups of or more to increase the number of students • English scholarships are offered to disadvantaged students at Ho Chi Minh University in order to attract students' attention and help more people know the center • Staff will stand in front of the gate to welcome students on the first day of class To show politeness and respect for students • The final test takes photos and rewarded excellent students to make motivate students • For children, each class will have staff to welcome and return students to dedicated parents Each student will have a communication book to make it easier for parents to monitor their child's learning situation In addition, during the course of studying, students will accumulate stars to end the exchange of • gifts For the large class, each end of the course will make a quality survey to help the center draw experience in the teaching and learning process • Each month, the center will organize a program for participants to exchange and develop skills such as: gold bell, soft skills, only speaking english, Call regularly to discuss the situation with parents 3.3 Reviews 3.3.1 Results During the internship, I saw a large number of enrollments Because the center has a • group registration policy and registration before the opening ceremony will be reduced tuition fees, students often register in groups of 3-5 people Last month, the center opened Aptis, Pre-Aptis exam preparation classes with nearly 100 students Currently, the center is enrolling new courses that will be opened in April Besides, the center also received positive feedback from young parents who are receptive and knowledgeable about the lesson 3.3.2 Improvements Besides the positive results, the center needs to improve some things to contribute to the increase in revenue and quality of the center - Regularly interact with students to understand students better - Employees must be proactive in finding customers 3.4 Some solutions to improve student care activities at IPL • Perfect the customer care organization Employees must improve themselves Besides, students are getting more and more so the center needs to recruit more experienced staff in the field of customer care The marketing and customer care department needs to be more closely linked • Need to equip student management software The center needs to be equipped with student management software to make it easier for the customer care department to manage Staff will be more flexible in grasping customer information Just use the software, the staff will know the information of the student, the progress and learning results • Raising awareness and qualifications of employees Regularly train customer care skills to improve working capacity Employees must always be energetic when advising customers Listen to feedback & solve customer questions and problems Be polite and calm when listening to customers complain Besides, the center also has to train English for staff to model for students When contacting for the first time, customers will also feel the English quality of the mentality through a counselor • Enhance marketing information channels Organize counseling workshops at universities to attract students In addition to posting on websites, the center should distribute leaflets in the neighborhood • Plan to take care of students Need to have a clear and unified student care plan Take care of students on special days, holidays Set up promotions and always improve the care plan for students • Organization of extracurricular programs The center should actively organize extracurricular programs every month On each weekend, you should organize a course for students to practice the teamwork to practice English activities Besides, the habit for students is to speak English 100% when in the center Helping students' speaking skills increase • Brainstorming method application This method is more effective for the team because its operating base is based on creating as many ideas as possible from multiple perspectives and multiple levels The large number of participants will help the method to find solutions that are faster or more comprehensive thanks to many different perspectives by different levels and sequences of each person This method develops teamwork skills in the learning process and helps students improve their learning quality CHAPTER 4: CONCLUSION AND RECOMMENDATIONS 4.1 Conclusion Implementing the topic "Solutions to improve student care services at Vietnamese American Languages Center" aims to understand the status of student care activities at the Vietnamese American Languages Center and draw the following results: Classify and identify target customer groups to focus on enrolling students and also help the customer care department operate more effectively, make appropriate plans for each customer group to retain customers, transforming a group of large potential customers into loyal customers as well as persuading negative customer groups to return Synthesizing the care process of students at the center helps you avoid falling into ineffective quarrels It will also help you a lot in creating students the most comfortable feelings and experiences when studying here Analyzing the situation of caring students at the center to supplement care activities that contribute to motivating students Indicate your own solutions to improve the quality of care for students at the center Finally, IPL in this period has achieved positive results in caring for students contributing to the number of students entering the center That is thanks to the determination and efforts of the staff of the center And hopefully in 2019, IPL will continue to achieve good results, complete the tasks and step by step grow stronger in the field of education 4.2 Recommendations IPL should train employees with necessary customer care skills such as: • Patience • Attention • Clear communication skills • Knowledge of the course • Positive language skills • Acting skills • Time management skills • Ability to "read" customers • Keep calm • Handle unexpected situations • Negotiation skills Besides, it is necessary to improve the facilities of the center Appropriate punishment policies are needed to promote the spirit of staff to help the center grow Always update the information and modern knowledge to apply to teaching to improve the quality of students REFFERENCES https://maybanhang.net/2014/02/cham-soc-khach-hang-cach-giu-chan-khach- hang-hieu-qua/ https://www.brandsvietnam.com/congdong/topic/10617-Cham-soc-khachhang-va-nhung-ky-nang-can-thiet-cho-ban Managing Modern Sales Book (Theory and Application)-Luu Dan Tho ... teaching to improve the quality of students REFFERENCES https://maybanhang.net/2014/02/cham-soc-khach-hang-cach-giu-chan-khach- hang-hieu-qua/ https://www.brandsvietnam.com/congdong/topic/10617-Cham-soc-khachhang-va-nhung-ky-nang-can-thiet-cho-ban... Organization management apparatus Representative office Address: 39 Ha Huy Giap, Thanh Loc, Thu Duc Phone( 028)62.521.521 Viettel:0902724256 Email: 1.2.2 Organization chart Picture 1.2 IPL organization... for businesses: - Contribute to attracting potential customers, developing relationships with customers - Help businesses reduce business costs, keep revenue, maintain on creating image for businesses