báo cáo thực tập tốt nghiệp tiếng anh INTERNSHIP COMPANYINSTITUTION

VIETNAM NATIONAL UNIVERSITY, HANOI
INTERNATIONAL SCHOOL
***

GRADUATE INTERNSHIP REPORT
INTERNSHIP COMPANY/INSTITUTION:
Education Anh-Viet Limited Company
Address:
16/12 Tran Quy Kien, Cau Giay Hanoi

Supervisor: Nham Phong Tuan
Student’s full name: Le Thi Cam Anh
Student’s ID: 11071348
Major: International Business
Class: IB 2012C

Hanoi, March 12th 2016


CAM ANH LE - 11071348

Contents

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CAM ANH LE - 11071348

INTRODUCTION
At first, I would like to thank the International School, Vietnam National University has
supported 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 useful
advice to complete the tasks in the best way.
While working at the English Camp company, I have learned many useful things, used
the knowledge I have learned in school and put them into practice, and acquired more
experience for my future work. Back to the early days of internship, when I am not
familiar with anything, my seniors did help me a lot. After a month of internship, I have
become familiar with the job and the environment here.
I believe that the practical experience I have learned during an internship at the English
Camp company will help me a lot in my future work.
Again, I sincerely thank the school, thank my instructor and I thank the company
guidance has helped me to fulfill the internship. Thank you sincerely.

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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 and
general English for communication purpose. Company is currently located in Hanoi and
worked 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 on
the IELTS teaching by the quality of foreign and Vietnam teachers with high-level
consulting and professional team

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

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The company offers the following services:
-

IELTS
Communicative English
English for children
Official English
TOEIC
Consultancy study

IELTS teacher:
-

Native Teachers: experience in IELTS training and examiners as Miss. Brendan, Mr.

-

Sean, Mr. Zack, Mr. Rob, Mr. Tony, Mr. James, Mr. Raph...
Vietnam Teachers, who graduated from UK and US high schools and colleges that
specialized in language, are lecturers at the Hanoi University of Foreign Trade.
Company Slogan: “Your success is our success!”
Company Vision: "Developing English Camp language center as IELTS international

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

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Company Mission: "To build a professional training environment that can help
participants update their knowledge, training and improvement to use English in the
mature and confident ways. Moreover, English Camp help them to achieve high scores in
IELTS 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 or
work. English Camp organized small group classes for English capital complementary to
meet the needs of foreign languages.
With small classes, sizes and experienced and professional teachers and staff that made
English 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 Enterprise
Law, the provisions of the relevant law. The company operates under the direction of
Miss. Hoang Thi Viet Hang- the company's director. Miss. Hang has experiences in the
field of this business, with the ability to capture and analyze market trends

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Director

Diputy Director

Human Resource Department

Accounting and Finance

Sales and Marketing

Department

Department

Customer Department

Cashier

Sales

Customer Care

Accounting

Marketing

Student Counseling

Academic Affairs (Teachers)

Vietnamese teachers

Foreign teachers (Speaking and
Writing skill only)

Course Design Team

Company Structure

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Human Resource Department
-

Responsible for the implementation and support of administrative tasks related to office

-

stationary
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, promoting
implementation of brand “English Camp” helps promote, improve the efficiency of
enrollment.
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 of
Managers to improve the quality of customer service.
Student Counseling Department:

-

Responsible exposed, inquiring sources of potential students, counseling for students and
their families the best service, best ensure, to build and to maintain the reputation of
English Camp in the service sector.
Academic Affairs (Teachers):

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-

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

-

students.
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)

2

2.1

2.4

-0.088

0.2

0.22

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 100
students reached 8.0 and thousands of students achieve 7.5 & 7.0. The highlights
were two students: Le Quoc Hung and Nguyen Thai Nam have reached IELTS
8.0 at 14 years old in November 2014.
High quality IELTS classes:
- English Camp also organizes various activities to create a dynamic learning
English environment such as support classes (Reading & Listening for IELTS at

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many levels, Basic Grammar and Vocabulary), monthly IELTS test, self-study

room, library & free English club.

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CHAPTER 2.

Primary
Activities

Support
Activities

Value Chain Of English Camp

Enrollment
support

Marketing

Course
delivery

After sales
service

Infrastructure and Equipment
HR management

Value chain of English Camp

A. SUPPORT ACTIVITIES:
1. Infrastructure and Equipment
Upgrade equipment, classrooms and other services in order to attract students especially
when students are from the businesses.
Assets

Quantity

In Use

Quality

1

Desktop Computer

110

100

80% - 90%

2

Copiers

2

2

80% - 90%

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3

Air Conditional

20

20

70% - 80%

4

Projector

11

10

80% - 90%

5

Laptop Computer

30

30

80% - 90%

6

Printer

2

2

70% - 80%

7

Scanner

1

1

70% - 80%

8

Table & desk

900

900

60% - 80%

2. HR management
Post recruiting information on website, Facebook and other forums to find alternative
employment with the content:
The job positions:
- Assistant position
- Consulting Position
- Support position
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
2. Requirements:
- Minimum at IELTS 7.0 (or equivalent qualification)
- Good appearance

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b. Consulting position
1. Description of work:
- Answer the phone
- Consulting
- 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 center
during office hours. When receiving the candidate's documents, the staff will conduct the
appropriate 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 about
students, knowledge about English Camp centers and job position and provides some
questions situations.
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Step 3. Announcement of results
Calling and emailing the results to the candidates. For successful candidates, staff
announce 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 generate
demand. Once English Camp have a clear sense of who its customers are, the following
represent 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 join
-

effective course with experienced teachers at low price.
How you intend to reach them? Strengthen advertising in magazines, radio
and especially on the Internet. Invest more in promoting the product on the
forums that are being loved and trusted. Along with the growth of The
Internet, number of Internet users in Vietnam is increased to nearly 40
million. The frequent of a regular customer searching for products online is

also increasing. This shows that Online Marketing is becoming more and
more 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 center
through marketing. Therefore, the main task of this stage is to provide information to
customers about English Camp center and the curriculum of the course. In fact, many
customers want to learn English but also concerns about other centers. The marketing
role is gain their attention about English Camp center.
Online channels:
Website:

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English Camp center has developed its own website with the domain name
englishcamp.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 about
-

the activities, promotion, new courses for students in English Camp center.
Courses: The main content of the course descriptions. Besides, there are additional

-

information for the course content about the necessary and benefits of courses.
Scheduling: To provide students the information about school schedule for each

-

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

Social Network

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The key choice of social media sites is Facebook because Facebook is the social
networking 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 and
some posts about training issues.
Customers who have questions on courses can email directly to center. They will be
answered quickly.
Email Marketing
The center also applies Email Marketing form for brand promotion and introduction of
courses to many customers. Email Marketing is an effective online marketing form, even
if the target email that sent to the user's primary mailbox will falls into the Spam mailbox.
Center uses 3 software for processing email sent to customers in the order and form are
as follows:
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 for
websites.

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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 purchase
-

decision.
Providing the academic schedule and information about lecturers: the employees
in this period mainly offers courses, first day of school, school days, hours, and

-

costs 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 the
quality of service that meet customer needs. By doing this, English Camp can build a
strong brand in the consumer's mind.
Students send the questions in the learning process to ;

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. Staff
will answer these questions, at the same time, provide more information on
related courses and promotions for apply a course early, and then employees will
-

convince customers to the center for more specific advice.
If customers want to know more details, staff will record the customer email
then sends information about courses to customers. For these customers, after
staff send the information about course, if the conditions such as time, tuition,

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school that are appropriate for them. They will go to the center to enroll.
Otherwise, we can 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 employees have to be master in information understanding about center,
provide accurate answers 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, do
not let customers wait long. After consulting about the training programs of the
center, employees can talk more about learning conditions in the center and
offers 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, learning
conditions and achievements has achieved in recent years.

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3. Course content and delivery

Course development and product
Course 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 dispatch
Begin 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 delivery
This 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.

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4. After sale service
Email: Email to customers in birthday or special occasions to maintain relationships

with customers and create friendly image of English Camp center in the customer's mind.
Contact via telephone: ask students who have finished a course at center about quality
of teacher, how they improve after this and other related issues. Employees give students
who satisfied with services advice of higher-lever course with special promotions. For
who do not, employees can indicate the reasons and give them chance to free learn other
course.
However, business education have slightly different from the other sectors. At this
stage, employees mainly call customer and send emails to special occasions for
introduction of new products. The objective of this phase is to make customers happy
more about products. This is also a way to maintain position in customer's mind, find new
demands and new market segments making and create loyalty for products.
C. ANALYSIS OF CUSTOMER CARE SERVICE
1. Functions and mission:
Function:
- Bridging between inside and outside, products and customers, product attributes
-

and customer needs.
Storing customer information
Providing information about the company or products to customers
Receiving questions and complaints from customers and resolve their complaints
Creating an image and reputation for center
Looking to add new customers
Satisfying the needs of customers to keep current customers. Because they are
important and meaningful for business ad contributing to the development of

-

enterprises.
Creating confidence and peace in customers mind when using the product.

Mission: Support activities to provide information for customers.
- Organization management and customer care

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-

Build online and offline channels that guests can enjoy access to English Camp

-

information, product features and prices.
Receive complaints from customers and provide solutions
Coordinate with Marketing Department to implement the advertising, promotion

-

and careful analysis of the benefits of the customer receipt.
Create plan to email and call to customers.
Implement, checking, monitor and adjust plans.
Recognition of customers' opinions to improve work.
Actively planning to give gifts to customers’ holidays
Continually finding ways to improve the customer care operations of the center.

2. Pros and Cons of Customer Care Service
Pros: Workflow is systematic, dynamic and efficient form. Customer care is diversity
(online customer care and direct customer care) that help to approach potential customers

better. The staff is always standing in the office so customer can call or directly go to the
office and get answers quickly. All experienced, dynamic and enthusiastic staffs always
complete assigned tasks under the direction of director. Website provides full information
needed for access: information center, information about courses, enrolling information
and learning materials Regularly updated posts: Average Fan page have 1 new post every
day,. Post content related to areas of activity: The most information about the courses and
the sharing of field operations.
Cons: Besides the success that English Camp Center has achieved, it also exists
limitations. Currently, the sales process of the company has not been given by specific
documents and mainly based on experience, knowledge and qualifications of staffs. It
leads to a lack of consistency. Staff lack the skills to communicate with customers via
telephone and delays in answering customer questions. In the process of consultation,
employee do not provide information about competitors such as price and quality of
teaching in order to compare and make the advantages of the Center to convince more
customers. The customer care service of the English Camp is not from the fact. It is
anonymous lines so it not active from customer feedback.

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3. Solution to improve the customer care service
Raise awareness of staff:
-

The English Camp center should pay attention on raising awareness and professional
qualifications of the staff. Focus on recruitment, training, re-training and encouraging

-

additional study.
In the current competitive environment, the center have to increase competitiveness
and competitive advantage by qualified staff. Customer care is no longer a private
affair of a certain department, become conscious of all levels of employees. Staff who
directly deal with customers need to improve awareness and attitude. English Camp
should take measures to educate them: Nowadays, customer care is a most powerful
competitive weapon of the business and directly affecting the survival, revenue and
benefits of a business.

Improve information channels and promotion programs
-

In customer care service, the promotion is an effective tool to attract customers. To
make these promotions successfully, English Camp firstly make customers aware of
them. They must improve information channels to help consumers know about the

-

promotional programs that have been and are in the center.
For individual customers and especially customers in the near future, English Camp
should strengthen communication channels to inform quickly promotions to all
customers. We can reduce promoting costs by direct distribution channels in the
customer care that includes counselor and the staff at the desk. English Camp send
notices of promotions with the bill and contracts to specific customer. By doing this,

-

the center will increase the effectiveness of the promotions.
Students can come directly to the center to enroll immediately, or may register online
that is very convenient for many students to save time. With large customer groups,

the center need to ensure that all of them will receive notice of their promotion such
as make a call and send an email to inform them.

Upgrading the equipment and facilities
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-

English Camp should invest the modern equipment to improve quality of teaching.
Centre should regularly update the software, the latest version of syllabus to be able to
meet the maximum demand of the students.

Strengthen advertising in magazines, radio and especially on the Internet
-

Invest more in promoting the product on the forums that are being loved and trusted.
Along with the growth of The Internet, number of Internet users in Vietnam increased
to nearly 40 millions. The frequent of a regular customer searching for products
online is also increasing. This shows that Online Marketing is becoming more and
more important. That is why English Camp is going to create more banners and eyecatching pop-up advertisements.

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CHAPTER 3.

Observed and Assigned Tasks

During the internship period at English Camp, I have been given an amount of jobs and
time schedule noted as below:

Week

Date

1

18 Jan
–
22 Jan

2

25 Jan
–
29 Jan

3

1 Feb
–
5 Feb

4

15 Feb

–
19 Feb

Voice Yourself Round 2: Make
your own way

Voice Yourself Final Round
(Preparation)

Assigned Task
Write an article to introduce about English
Camp
Write articles introduce about foreign
teachers in English Camp
Meeting to discuss the idea, content and
decorations for the show.
Create checklist for the show.
Decorating and preparing the stage
Contact the contestants (Receive their videos
and Inform them about time/location for the
Round 2)
Write a narrative about the Round 2 - Voice
Yourself
Write an article about the cooperation
between English Camp and Seabank
Meeting to discuss the idea, content and
decorations for the final round of Voice
Yourself
Finding location for the Final Round
(Contact by phone and make a list of options)

Support for the "IELTS Practice Test" at the
Academy of Finance

5

22 Feb
–
26 Feb

Support SEO
team.

Edit the website content

Voice Yourself Final Round

Meeting to discuss the idea, content and
decorations for the show.
Create checklist for the show.
Decorating and preparing the stage
Contact the contestants (Receive their videos
and Inform them about time/location for the
Round 2)

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6

29 Feb
–

4 Mar

"We are
Marshall" movie
show

Support SEO
team.

Write articles about the film "We Are
Marshall" and INTO educational institution
as well as Marshall University.
Outline the brochure printing and tickets
Email confirm with the guests who register
online
Perform check-in procedures for guests
arriving to the movies.
Edit the website content

A. Voice Yourself contest
1. Overview of the contest

Voice Yourself is a competition held by English Camp for everyone who is confident
about their English skills and their creativity. Voice Yourself enable contestants to
express their creativity and this is also an opportunity for them to speak out their points
of view on issues and the social community.

Participants:

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