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BỘ CÔNG THƯƠNG
TRƯỜNG CAO ĐẲNG THƯƠNG MẠI
KHOA NGOẠI NGỮ
BÁO CÁO TỔNG QUAN
SỬ DỤNG TIẾNG ANH TRONG HOẠT ĐỘNG CHĂM SÓC
KHÁCH HÀNG TẠI CÔNG TY TNHH GIÁO DỤC VÀ
ĐÀO TẠO AURA
Giảng viên hướng dẫn : Nguyễn Hoàng Long
Cán bộ hướng dẫn : Phan Nguyễn Bích Huyền
Sinh viên thực hiện : Hà Thu Thảo
Lớp : 16TM5.1
Đà Nẵng, tháng 12 năm 2024
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ACKNOWLEDGMENTS
First of all, with the deepest and most sincere affection, allow me to express my
gratitude to the Board of Directors and the teachers of the College of Commerce who
have imparted to us knowledge and many skills throughout learning process at school.
I would like to express my sincere thanks to the teachers in the Department of Foreign
Languages for their enthusiastic guidance during my study and preparation of the
report. In particular, I would like to express my deep gratitude to Nguyen Hoang Long,
who has directly guided, has enthusiastically helped and has supported me in the
preparation of this report.
During my intership at AURA Education and Training Company Limited as a
customer care employee, it was a great time for me. Here, I have the opportunity to
work in a professional and dynamic environment. Not only that, I can also apply the
knowledge. I have learned to work and learn more skills such as effective
communication, teamwork... Through this, I would also like to thank AURA
Education and Training Company Limited for their help enabling me to participate in
an internship at the company. In addition, I also sincerely thank the Customer Service
Department, especially Ms. Phan Nguyen Bich Huyen , who directly has guided
enthusiastically at the company and has created conditions for me to collect the
necessary information for me to complete well graduation report.
And finally, I would like to thank my family and friends, who have always stood by
and supported my decision and path.
Because of my limited knowledge, in the process of practicing and completing this
report, it is inevitable that mistakes will be made, and I would like to receive
comments and suggestions from teachers to make the work more complete.
Yours sincerely,
Da Nang, October 2024
Student
HA THU THAO
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LIST OF FIGURES
Organizational structure chart of AURA Education and Training Company Limited ... 5
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LIST OF ACRONYMS
- HR : Human Resources
- Ltd : Limited
- Co : Company
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TABLES OF CONTENS
ACKNOWLEDGMENTS
LIST OF FIGURES ........................................................................................................ i
LIST OF ACRONYMS ................................................................................................. ii
TABLES OF CONTENS .............................................................................................. iii
CHAPTER I: OVERVIEW OF CUSTOMER CARE AT AURA EDUCATION
AND TRAINING COMPANY LIMITED .................................................................. 1
1.1. Theoretical background ......................................................................................... 1
1.1.1. Overview of Customer care .................................................................................. 1
1.1.1.1. Concepts of Customer care ................................................................................ 1
1.1.1.2. Classification of Customer care ......................................................................... 1
a. Before a customer purchases a course ........................................................................ 1
b. During the customer's purchase of the course ............................................................ 1
c. After the customer completes the course ..................................................................... 2
1.1.1.3. Role of Customer care ....................................................................................... 2
a. Maintain existing customers and create loyal customers ........................................... 2
b. Attract potential customers .......................................................................................... 2
c. Decrease business expenses ........................................................................................ 2
d. Competitive weapon of a business in a business environment .................................... 3
1.2. Internship’s objectives ........................................................................................... 3
1.2.1. Using English to resolve complaints, introduce new courses to customers. ...... 3
1.2.2. Using English to contact customers to receive their feedback. .......................... 3
CHAPTER II: USING ENGLISH IN CUSTOMER SERVICE PROCESS AT
AURA EDUCATION AND TRAINING COMPANY LIMITED ............................ 4
2.1. Overview of AURA Education and Training Company Limited ...................... 4
2.1.1. General information ............................................................................................. 4
2.1.1.1. The history and development of company .......................................................... 4
2.1.1.2. Main functions of company ................................................................................ 5
2.1.2. The organizational structure and function of it department .............................. 5
2.1.2.1. The organizational structure .............................................................................. 5
2.1.2.2. Function of the department ................................................................................ 5
2.1.3. Overview of customer care activities at AURA Education and Training
Company Limited .......................................................................................................... 8
2.1.3.1. Perception of customer care activities among employees.................................. 8
2.1.3.2. Customer care competition activities ................................................................. 8
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