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”


6


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 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 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 4 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 1

Happy Heart Starter

90 section

Pre-school 2

Happy Heart 1

90 section

Pre-school 3

Happy Heart 2

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 4 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 1

90 section

Mover

Let’s go 2

90 section

Flyer

Let’s go 3

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 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
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 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 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.
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.
6. 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 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.
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: 4 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 3
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 2 Aptis, 1 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
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