Báo Cáo Thực Tập Tiếng Anh Internship RePort Chăm Sóc Khách Hàng.docx

1. Viết thuê đề tài giá rẻ trọn gói - KB Zalo/Tele : 0973.287.149 Luanvanmaster.com – Cần Kham Thảo - Kết bạn Zalo/Tele : 0973.287.149 Faculty of English Language INTERNSHIP REPORT Student’s name:………………………………………….. Student number:………………Class:………………… Supervisor: ………………………………………………

2. Viết thuê đề tài giá rẻ trọn gói - KB Zalo/Tele : 0973.287.149 Luanvanmaster.com – Cần Kham Thảo - Kết bạn Zalo/Tele : 0973.287.149 PHIẾU NHẬN XÉT SINH VIÊN CỦA ĐƠN VỊ THỰC TẬP Họ và tên sinh viên:........................................................................................................... Ngành: Ngôn Ngữ Anh Chuyên ngành: .............................................................. Khóa 2014-2018 Khoa: Tiếng Anh Trường: Đại học Công nghệ TP. Hồ Chí Minh-HUTECH Trong thời gian từ ngày ……… tháng ….. năm 2018 đến ngày.......... tháng …… năm 2018 Tại:..................................................................................................................................... Địa chỉ: ............................................................................................................................. Sau quá trình thực tập tại đơn vị của sinh viên, chúng tôi có một số nhận xét đánh giá như sau: 1. Công việc được phân công thực tập ........................................................................................................................................... ........................................................................................................................................... 2. Ý thức tổ chức kỷ luật: ........................................................................................................................................... ........................................................................................................................................... 3. Tinh thần thái độ học tập: ........................................................................................................................................... ........................................................................................................................................... 4. Nhận xét khác: ........................................................................................................................................... ........................................................................................................................................... Đánh giá chung sau đợt thực tập ........................................................................................................................................... Chấm điểm: ………../ 10 Cán bộ hướng dẫn (Ký và ghi rõ họ và tên) …………….., ngày.......tháng...........năm 2018 Xác nhận của đơn vị thực tập (Ký và ghi rõ họ và tên)

3. Viết thuê đề tài giá rẻ trọn gói - KB Zalo/Tele : 0973.287.149 Luanvanmaster.com – Cần Kham Thảo - Kết bạn Zalo/Tele : 0973.287.149 PHIẾU NHẬN XÉT SINH VIÊN CỦA GIẢNG VIÊN HƯỚNG DẪN Họ và tên sinh viên: .......................................................................................................... MSSV: ............................................................................................................................... Lớp:.................................................................................................................................... Đơn vi thực tập:................................................................................................................. Giảng viên hướng dẫn: ...................................................................................................... Đánh giá chung ( Báo cáo và trình bày) ........................................................................................................................................... ........................................................................................................................................... ........................................................................................................................................... ........................................................................................................................................... ........................................................................................................................................... ........................................................................................................................................... ........................................................................................................................................... Chấm điểm: ………../10 Điểm đánh giá của công ty + Điểm đánh giá của giảng viên Tổng điểm thực tập = 2 Điểm số = ……………../10 Điểm chữ :……………………………………………………… Tp. Hồ Chí Minh, ngày……tháng …..năm 2018 Giảng viên hướng dẫn (Ký và ghi rõ họ và tên)

4. Viết thuê đề tài giá rẻ trọn gói - KB Zalo/Tele : 0973.287.149 Luanvanmaster.com – Cần Kham Thảo - Kết bạn Zalo/Tele : 0973.287.149 ACKNOWLEDGEMENTS During the process study at HUTECH University, I have learnt much knowledge. I would like to thank the Administration as well as all of teachers in the HUTECH University, who taught a lot of useful knowledge for me. Especially, I give the sincerely acknowledgement to the leading teacher who led and helped me enthusiastically. I am grateful to all the Thanh Phat Pte Salt Company Limited, my special thanks Mrs. Dinh Thu Huong for his support and guidance me throughout internship time. This report is the result of contribution from many people. I again thank for their help and I hope that the success of the report would be a valuable present for their kindness.

5. Viết thuê đề tài giá rẻ trọn gói - KB Zalo/Tele : 0973.287.149 Luanvanmaster.com – Cần Kham Thảo - Kết bạn Zalo/Tele : 0973.287.149 TABLE OF CÔNTENTS 1. Introduction .................................................................................................................1 1.1 History of Thanh Phat Pte Salt Company Limited ................................................1 PRODUCTION OF BUSINESS ...........................................................................1 1.2 The company organization structure......................................................................2 2. Internship Duties and Responsibilities ........................................................................3 2.1.The name assignment.............................................................................................3 2.2. Assigned job description.......................................................................................3 2.2.1. Get a list of customers from customer care staff............................................3 2.2.2. Call to customer..............................................................................................3 2.2.3.Note information..............................................................................................4 2.2.4. Return list for superior....................................................................................4 3. Knowledge and Skills Applied during the Internship .................................................4 4. Knowledge and Skills Learned from the Internship....................................................5 5.Shortfalls in Knowledge and Skills ..............................................................................6 5.1. Communication skills............................................................................................6 5.2. How to write administrative documents ...............................................................6 5.3. Work pressure .......................................................................................................6 5.4. Relationship with colleagues ................................................................................6 CONCLUSION ...............................................................................................................7

6. Viết thuê đề tài giá rẻ trọn gói - KB Zalo/Tele : 0973.287.149 1 1. Introduction 1.1 History of Thanh Phat Pte Salt Company Limited Thanh Phat Pte Salt is one of the enterprises specializing in providing leading salt in the Southern region . Salt City Development was established in 1976 from the salt and cooperative basis Thanh Phat . Over 36 years of operation , enterprise specialized in producing all kinds of salt from sea salt particles were crystalline and processing the various types of salt to meet the many needs of all customers from the company production of food , cosmetics , special offers for the water treatment industry , leather tanning , and iodized salt for the community . The company is trading under the form of bulk sale contract, retail and packaged according to customer requirements with flexible payment methods . Put the human element , the relationship with the customer first, and keeping interest , environmental improvement is the motto of the business. With the system reaches high-tech manufacturing, Thanh Phat has the high quality products and domestic customers welcome, especially strong southern and central , not only that , there are salt Thanh Phat spread to other countries: Thailand , China , Japan , ... With the trust of our customers win for Salt Thanh Phat brand, our business would commit to bringing quality products , ensuring safety and happiness for customers Address: 1 Han Mac Tu - Tan Thanh, Tan Phu, HCM Workshop: B1/22D, Ap 2, Vinh Loc A, Binh Chanh, HCM PRODUCTION OF BUSINESS Industrial Salt ( NaCl ) is a product of goods circulated on the market , is the essential goods in people's lives and economic activities of the country , the salt products are used as raw materials for chemical industry basic chemicals, fish processing ,

7. Viết thuê đề tài giá rẻ trọn gói - KB Zalo/Tele : 0973.287.149 2 industrial production , food industry and other economic sectors . The demand for salt is very diverse , but the demand for salt industry is food processing , chemical industry exports . By design capacity for salt and 510 ha , of which 430 ha effective . Design output of 60,000 tons / year , capacity 120 tons / ha . Actual annual plans are passed , there were over 75,000 tons year / year with an average yield of 150 tonnes / ha . Currently , the company is preparing to conduct investment 70ha salt fields extended to the south , bringing the total area of the copper salt on 580ha , raising annual production capacity reaches 80000-100000 tons . In particular , there are more layout area clean salt production to meet the actual needs of the increasing domestic and foreign customers . In addition, the company also manufactures some products before and after salt as salt : - Grind salt crystals over wash impurities . - Crude Gypsum Ca2SO4.2H2O : 80 % rate . - The following chemical salt MgCl2.6H2O : 96 % rate . - Available from sea brine reserves ( 15000-20000 ) m3 achieved 33o baby . - Magnesium hydroxide Mg ( OH ) 2 . - Magnesium oxide MgO . 1.2 The company organization structure Organizational structure (Source: Human resources Department) Diagram 1: Organizational structure Marketing - Sales manager Accountant Human resources Vice-Director Director

8. Viết thuê đề tài giá rẻ trọn gói - KB Zalo/Tele : 0973.287.149 3 2. Internship Duties and Responsibilities 2.1.The name assignment I was assigned as customer care staff. 2.2. Assigned job description (Source: sale department) Diagram 2: Workflows practice Interpretation process: 2.2.1. Get a list of customers from customer care staff Daily morning, I've got a list of customers from customer care staff This list includes information about the customer name, number phone, name and address of customers. This list includes customers who have worked with the company. Customer care staff will send this list by email or printed out and sent directly to me 2.2.2. Call to customer Once I get a list of customers from the customer care employee, I have read the information in the list then initiated the call. The main content of the call: start the call by the simple greetings, then introduce yourself with Thanh Phat Pte Salt company limited then entered the main content: ask the previous orders? they are satisfied with the product? Currently, they have the project would like to partner with Thanh Phat Pte Salt company limited ? During the talk, the customer's response is usually fun, comfortable receiving calls, at the same time to thank Thanh Phat Pte Salt because of interest. However, there Get a list of customers from customer care staff Call to customer Note information Return list for superior

9. Viết thuê đề tài giá rẻ trọn gói - KB Zalo/Tele : 0973.287.149 4 were a few customers were not able to hear the phone, or call at their mood is not good, they're not comfortable and recommended the termination of the previous call. However, most of customers still refuse politely, not harrassing me. Normally average one day I made about 20 calls, each call usually lasts from 5- 20 minutes depending on the content of the call. With the customer does not contact or phone is busy, make a maximum of three calls in one day, each call within at least 2 hours. 2.2.3.Note information After I had done a call, I had to take notes right in the document information that my manager took notes The information is usually rated in customer satisfaction for contracts cooperation along with information about the new customer contracts. The notes should be brief but clear, generalize the entire contents of the call was made. 2.2.4. Return list for superior This document includes a list of customer care staff gave me at first and the notes I've collected in the process of implementation of the call Recheck the call has been completed, marking the calls were not completed during the day; Considering the entire call and notes; Later that day, I had to return the document to the manager. 3. Knowledge and Skills Applied during the Internship Thanks to the internship, I had a chance to apply various knowledge and skills that I had learned and been trained in 4 academic years in my university. - Academic knowledge: The knowledge that I acquired in many subjects when being a student in Faculty of Foreign language in the University of Technology in Ho Chi Minh City assisted me to do the task of a sales person more effectively. The knowledge of microeconomics and macroeconomics helped me to perform the researching task of business activities of the company. The understanding of statistical analysis facilitated me to gather documents and records of products sales and revenue as well as many other records about customers and market of the company. The knowledge of writing the report, the knowledge and computer skill was apllied to

10. Viết thuê đề tài giá rẻ trọn gói - KB Zalo/Tele : 0973.287.149 5 calculate the data. The understanding in Business English about benefit and cost, SWOT analysis and many others informations was used to analyze and evaluate the performance of the company. Besides, Business Correspondence, English for Marketing, Business Management,… in the university also helped me a lot to understanding about sales, markets, targeted customers and also provided basis knowledge about customers’ demand and sales tactics to better persuade the customers to buy the products. - Computer skills: I nearly had no difficulty with the task required computer skills. Knowledge from university’s lesson helps me to deal with paper work, including making consumption reports, inventory report, updating new products’ information, etc. in Microsoft word. I also can apply Excel skill to calculate total amount of daily product sales, daily revenue and costs. Moreover, Powerpoint skill also helped me to assist my manager to prepare monthly presentation about company’s revenue and sales report. - Teamwork skill: As being trained in the university with many subjects and assignment required teamwork, I took part in the roles in sales department easily. The teamwork skill helped me to interact with the company’s staff when dividing the stasks, cooperating in checking the amount of products, making reports, and many other functions. - Communication skill: Communication skill that I acquired in many subjects such as: Communicatiom Skill, Presentation Skill, Creativity Skill, Secretarial Skills and Office Administration,… facilitated me to quickly response in different situation with other colleagues in Thanh Phat Pte Salt. Moreover, good communication skills also helped me consult and sell products to customers. - Language skill: Fluency in English made me confident in translating documents and contracts from Vietnamese to English and vise versa, communicating with foreign customers via phone or email. 4. Knowledge and Skills Learned from the Internship + Worked and discussed with the staff of the Thanh Phat Pte Salt company limited., I have been people share some experience in work and in life. So I feel that the practice of each student not just as complete assigned work but

11. Viết thuê đề tài giá rẻ trọn gói - KB Zalo/Tele : 0973.287.149 6 also know a lot of the beauty of the experience of each person, from which to draw lessons for themselves for later avoid stumble in life. + I understand about the process of customer care by phone + Study are patient, careful work; + Self-confidence in communication; + Sociable greater openness in the work, progress in working groups. + The staff helped me a lot in the process of recording information in the reports. This internship process has brought me a lot of experience on the job and life. 5.Shortfalls in Knowledge and Skills 5.1. Communication skills Since I am afraid to communicate with strangers, I have trouble speaking with some colleagues at the company. The daily word is not enough to express, exchange work. So I think I should read more books and participate in more extracurricular activities to improve vocabulary. 5.2. How to write administrative documents During the internship, I had a lot of administrative documents that need to be completed, lots of reports, plans to write constantly. When I started work, I did not have much experience despite training, I had some mistakes made when writing Emails. This problem was overcome when the colleagues in the company were devoted to helping me. 5.3. Work pressure The new working environment will put me under a lot of stress, pressure from work, colleagues, internships and lots of other issues. Sometimes you get confused by the work I do the first time, do a lot of work at once and sometimes even criticized. I realize that work pressure is many times higher than the pressure of testing. However, I have tried and perfected to complete all the work assigned. 5.4. Relationship with colleagues As a trainee in a short time, I also have difficulty working as a team. Being unfamiliar with the job, I made my colleagues have some trouble when doing Emails. But that's not a big deal, colleagues are always happy and ready to help me.

12. Viết thuê đề tài giá rẻ trọn gói - KB Zalo/Tele : 0973.287.149 7 In short, I realized that practicing is not just about getting to know a job but it is also a great opportunity for me to find work and opportunities for the future. CONCLUSION The Industrial Salt market is recovering. Along with the ventilation of the State policy in recent times, the industry will have to change. Despite still having no less difficult and subject to stiff competition from rivals, but Thanh Phat Pte Salt Company Limited is gradually asserting the prestige brand, and grow strong. After the internship at the company, I feel the sales activities of the company are relatively complete, professional and reasonable. Besides that I have seen are getting weak, the company's strengths in sales activities. Because of the time and conditions of knowledge also many limitations, so the opinions of topical reports only for individuals. I hope that with this contribution, the company will improve the sales activities, gradually evolved to become the leading enterprise in the field of Industrial Salt sales.

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