Name: Nguyễn Thị Minh Thư

MSSV: 1608020088
Class : 10TATMC
Subject: Foreign language application in answering emails to customers at
vtvcab company.

ACKNOWLEDGEMENT

Firstly, i would like to send my sincere and thanks to and the school

board of managers of Vien Dong college in general and i geatly appreciate all

lecturers of Faculty of Foreign Languages who have guided and instructed to

complete my internship in particular. Besides, I would like to say thank to all

the staff of Center and Supporting Students for their active help.

Next, I also would like to add my special thanks and respect to the Board

of vtvcab company who have accept me to join the company as an official

employee. Thanks to a great help from the whole team who have created

favourable conditions for me to apply all my knowledge and abilities into

practical working environment as well as complete my assignment . Together

with their fiendliness an enthusiasm, I have been able to finish this training

course successfully.

Special thanks to these people who enthusiastically guided me during the

internship period:

 Mr. Le Trung Thanh : Recruitment Specialist of

Bellsystem24_Hoa Sao.

 Ms. Lam Thuy Truc : Training Specialist of

BellSystem24_Hoa Sao.

 Ms. To Thi Ngoc Thanh : Dean of Foreign Languages

Department

 Ms. Pham Thi Thuy Anh : Training Specialist of VTVCab.

 Mr. Thai Nguyen Hoang Tuan: Teacher Internship

Instructors.

Finally, I would like to add many thanks to all my classmates who shared

valuable knowledge and working experiences with me during last three years at
Vien Dong College . It really was a memorable period of time to play and study

with them .

TABLE OF CONTENT

1. INTRODUCTION……………………………………. 5

2. COMPANY PROFILE............................................... 6

 Establish……………………………………….. 6

 Main areas of activity………………………….7

 Oriented development………………………….8

 Mission…………………………………………9

 Project “Loving home”………………………..11

 The mean of the logo…………………………12

 Message……………………………………….14

3. GROWTH INNOVATION…………………………19

4. WORK ASSIGNMENT……………………………21

 Job description – Answering emails to

customers………………………………………21
  Working Assignment……………….23

5. SUBJECT………………………………………..26

 Function /Mission…………………………26

 How to reply to professional email client..27

 How to respond to emails the customers

complaining…………………………………………31

 Strengths…………………………………34

 Weaknesses………………………………35

 Opportunities……………………………35

 Threats………………………………….36

6. EVALUATION………………………………36

 Evaluation………………………36

 Experience………………………37

 Difficults………………………..38

7. CONCLUSION………………………………39
 1. INTRODUCTION :

Vtvcab is the General Director of Viet Nam Cable

Television Company which provides fee – based TV channels to

customers. Operate on the principle os signal transmission through

television cables. By vigorously pioneering the same strategy of

sustainable development investment, vtvcab aims to be the number

one pay television service provider in VN. They want to Bbecome

an essential service in the life of every Vietnamese family. Is and

are a close friend who always accompanies the audience.

AlsoMoreover, if you have trouble installing cable TV, you can

call the operator or send to email for them. SoThus, this report will

tell us about foreign language applications in answering emails to

customers.
2. COMPANY PROFILE:

 Establish :

Vtvcab company with a family motto was established

on September 20, 1995.

Leader is Mr pPresident Hoang Ngoc Huan

Mr General Director Bui Huy Nam.

Mr Deputy general director Trinh Long Vu.

Adress 844/ La Thanh Street – Ha Noi.

From 1995 to 2013, VTVCab worked with the slogan

is to bring the world to your home . And in 2013 the slogan

is was family mounted.

 Main areas of activity :

 Vtvcab is very popular with everyone and, the number

of channels is plentiful . There are many services such as :

CATV, Cable TV, HD digital television , IPTV interactive

TV,... producing and trading broadcasting equipment for

television, communication, internet on pay television

transmisson system.

Manager broadcasting of pay television programs on

HD Cable and television systems to serve customer’s

information and entertainment needs. Trading and buying

and selling copyright of television programs at home and

abroad.

Import and export business and meet cultural, film and

television products according to the law.

Providing internet access services on cable television

networks.
 Producing advertising programs , providing

advertising and broadcasting services on radio and television

, on domestic and international telecommunication and

Internet networks and on other mass media.

 Oriented development :
 Becoming Vietnam is number one in Vietnam about

pay Television provider.

Constantly expanding cable Television coverage .

Constantly increeasing the number of offices and

branches vtvcab.

Most diverse in Vietnam on the type of digital

television service business that owns many of the best

quality pay Television channels in Vietnam.

Outstanding growth on customers and audience watch

vtvcab.

Activity working for the community sharing love,

improving the quality of life of the people.

 Customer care switchboard nationwide 24/24 .

Contact phone number is 19001515.

 Mission :

For the market : providing high quality products and

services with international quality and understanding local

identity, with unique and highly creative nature.

 Besides superior quality value, each product – service

contains cultural messages, in order to satisfy the legitimate

needs of customers.

For shareholders and partners : promoting the spirit of

cooperation and development , commitment to becoming the

“number one companion” of partners and shareholders ,

always increasing the value of attractive and sustainable

investment.

For employees: build a dynamic , creative and humane

professional working environment , facilitate high income

and fair development opportunites forall employees .

For society : harmonizing business interests with

social benefits , contributing positively to community –

oriented activities , demonstrating the spirit of civic

responsibility and national pride.

 Project “loving home” :

 Build more than 1000 houses of grattitude for pool

poor people who are difficult to go home all over the country

, coordinated by vtvcab and Thebol from 2015 to 2020 .

The project has donated dozens of houses in Phu Tho,

Ninh Binh, Nghe An and Ha Tinh,... and continues to

expand it is deployment in many other provinces.

Purpose : - Bring home for disadvantaged people,

energize them to overcome difficulties and rise out of

poverty.

- Creating sustainable cohesion between vtvacbvtvcab Formatted: English (United States)

And it is accompanying units to take care of the poor.

- Connecting the community’s hands through that

Program to share the circumstances that need help.

- Information about the support activities of the

updated project in the “ loving home “ television

program broadcast on vtvcab system.

Website : maiamyeuthuong. Vtvcab . vn

Fanpages : www. Facebook . com/ maiamyeuthuong. vtvcab

 The mean of the logo :

Vtv: Symbol of Vietnam national television station –

the managing until of Vietnam cable television .

Cab : abbreviated from cable – imply the brand name

of Vietnamese cable .
 TV : this is also the most basic transmisson method of

vtvcab.

On : is the symbol of startup . On multimedia –

broadcast broadcasting, multi – pay television service . On

demand – television on demand . On the go – anytime,

anywhere .

New image : modern, dynamic, friendly brand and

sharing love.

New style : more professional in each type of service .

New technology : research and application of modern

technologies in the world.

New content : providing rich content, content

packages to meet the needs of all audiences, constantly

increasing channels, strengthening Vietnamese goods

focusing on meeting customer’s information and

entertainment needs.
 New quality : constantly improve the quality of

service increasingly perfect.

New servicec : constaantly expanding cable television

coverage, diversifying types of pay television services,

paying attention to after – sales service.

 Message :

Vtvcab fulfills the mission of connecting all family

members under one roof with superior service values and

utilities .

3. GROWTH INNOVATION :
 On September 20, 1995 : the MMDS cable technical service

center was established by Vietnam television on the basis of being

separated from the program production technical center , with the

main function of developing the multi – channel microwave

television system MMDS , become the first multi – channel pay

television system in Vietnam .

In December, 1995 : Saigon Tourist Cable Company

(SCTV) was assigned only management rights to the MMDS cable

technical services center .

In December, 1996 : MMDS broadcasters are upgraded, the

number of broadcast channels increaser from four channels to six

with a radius of fourty kilometers.

On April 25, 1998 : all channels broadcast through MMDS

were coded and the MMDS cable technical service center carries

out the legal sale and purchase of foreign television channels .

 In 1999 : SCTV increases the number of MMDS broadcast

channels from twelve to sixteen channels, which has thirteen

channels of code locking .

On January 14, 2000 : vietnam Vietnam telvision established

a Vietnam cable Television company (VCTV) on the basis of a

new MMDS cable service center transferred from a non – business

until with revenue to an independent accounting enterprise.

In 2001 : establishment established in Hai Phong, Ho Chi

Minh City and Hai Duong.

In November, 2001 : wired cable television in Ha Noi was

officially deployed.

In April, 2002 : SCTV was separated from VCTV.

On September 24,2002 : Vietnam television cooperated with

Vietnam electricity corporation to build fiber – optic system

nationwide .
 On February 17, 2003 : Vietnam cable television technical

service center was established on the basis of VCTV .

On November 21, 2003 : it was renamed to Vietnam cable

television technical center, opened Internet access service with

other added service.

On October 15, 2004 : VCTV deployed digital satellite

television service DTH and officially broadcasted nationwide.

From 2005 to 2009 : VCTV launched more new channels ,

increased the number of channels on CATV, digital and DTH

television .

In 2009: VTV cooperates with French Canal to upgrade

VTV satellite television service to K+. Then released four

exclusive channels including K+1 , K+men, K+ style and K+ life

rhythm.
 January 2013 :vtvcab cooperates with SCCTV and K+ to put

the channel package into vtvcab as well as share vtvcab channel

package. in to the .

On May 7, 2013 : Vietnam cable television changed the

brand name to Vietnam cable television corporation, the brand logo

from VCTV to vtvcab .

June 2013 : vtvcab cooperates with the remaining partners to

share it is channel package as well as channel packges from other

cable networks into vtvcab in accordance with the provision of the

Vietnamese pay television, information and communications

association.

June 2014 : vtvcab deployed Internet services and HD digital

television in Ho Chi Minh city , bringing HD digital cable and

television services to nearly two million subscrbers, presenting

over fifty provinces and cities nationwide .

 January 11, 2016 : vtvcab officially launched on – demand

television service (VOD) on cable network through teo methods ,

smart mobile device of Android, IOS operating system, new

personal computer and receiver of vtvcab (Hybrid).

July 8, 2016 : vtvcab upgraded it is cable television system

into SD digital television according to the television digitalization

schedule, including 9 HD channels at Ho Chi Minh City : Can Tho,

Tien Giang, Ba Ria - Vung Tau, Thai Nguyen , Hue, Ninh Binh,

Phu Tho, Quang Nam and proceed to deploy nationwide .

4. WORK ASSIGNMENT :

 Job description – Answering emails to

customers :

Answering email to customer is a very popular service

on the market today. Many other channels, email is still

considered a major means for businesses to communicate

with outside, especially with their customers . Through email

content and how to use foreign languages in answering

customer emails professionally , you can both solve every

customer problem and affirm the way customers think about

you and enterprise . Therefore, if your writing ability is poor

, you will not only lose one or more customers, but will also

lose a great opportunity to promote your image , brand and

build loyalty for both companies and customer .

  Working Assignment :

During mythe internship at vtvcab company., I feel

that the working environment is very comfortable , clean ,

flexible , serious and very professional . I was very lucky to

practice and, work at vtvcab , and to work cooperate with

young and dynamic staff. During my working time , I got to

know many new friends and the instructors who instructed

us to work were very cute , lovely, happy and sociable .

In addition , I learned a lot of soft skills such as :

communication skills , presentation skills and how to behave

in very situation .

Besides, I can work in a professional environment

with people who have many very rich and modern ideas and

creations creativity .

The way to work is also very fast , and clear .

Therefore , it helped company vtvcab to develop very

strongly in the past time and is known to many peope .

Sometimes I also feel felt very tired when I have to

answer emails to customers every day . There are some very

difficult customers but when I get used to the job then I can

solve all the problems of the customers and I feel this job is
very interesting because I can help customers understand

better on that issue and also helped me again more

experience and knowledge .

After this internship , it helped me grow up , know

everything and confidently stand in the harsh society.

5. SUBJECT :

 Function :

Is Being a place to store customer information that

provides information about the service to customers better

understand.

Build a beautiful image for the company, create a

reputation for the company , always look for new customers

 to introduce services and meet the needs of customerss .

Beacause they are a very important part in helping the

company developing more .

Create trust and peace of mind for customers when

using vtvab side service .

Mission : always receive customer’s question and complaint

and solve them as soon as possible.

Support and provide the latest service information to

customers.

The organization conducts inspection, monitoring and

adjustment of promotion plan for first time customers .

Always welcome customers to use the company’s service .

 How to reply to professional email client :

Email must have a headless :

  The title of the email must be clear , stating the main subject

of the email.

 We should not and never send an email without a title ,

which represents a lack of professionalism in communication . In

addition , avoid sending emails with generic titles like : fold !

Important to read immediately , send to brother / sister ,...

 Brief clean and complete presentation.

Typically , an email consists of three components : greetings , main

content , greetings and signatures .

Write so that it is most understandable:

 When writing an email, always think whether your email has

enough information for customers to understand or yet . Sometimes

email does not solve all customer communication needs, so it can

attach word , excel , power point files . As long as customers

understand the problem easily . Do not use online chat applications

 such as : Slack, Skype,.. to send important information . Because the

application will crutomatically delete the message when the limit is

reached, the recipient of the information may not regularly check this

application . It is best to communicate important information via email

Gently remind recipients of email:

 It is usually advisable to allow the recipient at least 24 hours

to process the information . In case it is too long to see the answer , we

can email again and ask if they will receive their email.

 However , in case of need to exchange some information

quickly and cannot wait long time , we should contact the recipient

directly by phone , speak directly so that the work can be solved as

quickly as possible .

Always ensure your email content is really detailed , clear and easy

to understand . From the beginning of the email should record the most

important information , while focusing on the complete information in

your answer and avoid using unnecessary semantic words , because

writing language tends to creats making more sense than words ,

offerings can make your customers misunderstand .

First repeat the issue discussed in the email closest to the customer.

Answering customer’s questions, each question needs to be

answered on a separate piece of text for clear separation , making it easier

for customers to grasp their answers .

An important issue is that we must always respond to customer

emails, acknowledging receipt of emails , expressing gratitude and timed

inquiries , if we cannot respond immediately within 24 hours after

receiving the email . To do that , we can pre – install sample template

emails and send emails automatically to customers through the “ Canned

Responese “ feature on gmail .

  How to respond to emails the cutomers complaining :

 There are three types of customers :

Hot – tempered customers : are customers who will react

immediately when not satisfied with the products that we present via

email and require immediate resolution .

- Silent customers : customers are not satisfied with your

service but they do not respond to comments. But they are silent or

click their tongue for fear of losing time and bothering . Then they
will never return to the company , because they think they were only

deceived once.

- Customers deliberately rately cause trouble : are customers

who deliberately cause trouble because they may want smearing

credibility of company or are annoyed with the attitude of answering

your email,... or they have unpleasant personal matters in the same

time you reply to their email .

 Receive complaints :
 First , calm down , listen to customer’s opinions and presentations

no matter how hot the customer is . Must try to keeo the politeness in the

best way , show a polite attitude , pay attention to customer’s presentation

to grasp the problem that customers encounter.

 Explanations and regulations :

Clearly explain to customers about problems that customers

encounter . Email is an indirect conversation , it is effective but it is also

easily counterproductive if customers do not pay attention to usage .

When there are no convey your message, customers will pay more

attentionto every word we write .

Avoid answering too short . Normally customers will also evaluate

you by answering emails . When customers send you important

information and they expect you to respond carefully . Instead of

answering “ Got it” or “ Noted” , we can respond as follows : “We will

resolve your request as soon as possible “ .

 Repeat certain rules or agreements between us and the customers

during the previous transaction exchange.

 Offering solutions :

Next , giving the solution after listening to the customer’s opinions

and wishes , at the same time explaining the previous regulations , we

must provide clear and reasonable solutions for customers . For example ,

like discussing and exchanging between the two sides for customers and

us to find a common voice , both sides agree with that solution . If the

customer does notagree , it is compulsory to ask a third party to act as an

intermediary to resolve.

 Strengths :

Communicate with customers fluently .

Always provide the best service to customers , always set the

criteria of “ customer is god “ on top .

Search for the latest services to serve customers .

 Expand many branches .

 Weaknesses :

Requires high concentraction while working .

Narrow workspace.

Vtvcab service for older people with little knowledge of

technology is very difficult to use .

 Opportunities :

Is one of the famous companies in the world .

Signed contracts with many countries since November 2, signing a

memorandum of understanding on cooperation in tourism develoment

between the cable editorial board (vtvcab) , the television station and the

East Coast Tourist Association.

Promoting cultural development, promoting many services to help

the company grow stronger .

  Threats :

There is always multual retaliation in cooperation .

Aiming at market gaps that competitors overcome barriers to entry.

Lowering dignity , reducing the prestige of partner companies.

Stealing , copying the content of the enemy company.

Recruiting non – professional trainers leads to inadequate

knowledge for new employees .

6. EVALUATION :

 Evaluation :

The internship time at vtvcab is a time that makes me feel very

rewarding and more experienced . Before interning at vtvcab , I used to

serve at a restaurant , this job requires agility , polite and polite words .

Stuyding at the school showed me theoretical knowledge , not

practical practice so my knowledge was not enough . After I practiced in

the company , I had a real rxperience , better understanding ,

understanding the questions that customers gave me and helping me

answer all the questions . Besides , it helps me to have a lot of experience

working in harsh environments .

 Experience :

Each job brings a different experience to us , such as email

answering , which helps me to have better communication skills, acumen

in answering customer questions .

Working in a company with foriegn customers is a good

opportunity to cultivate knowledge and vocabulary.

Professional in the working environment vtvcab is one of the

switchboards with a strong growth in the world, populary popular all over

the place . Therefore , the attitude and working style must be very serious.

Working at vtvcab I have gained more dynamism , creativity and more

responsibility at work . Therefore , I can contribute to the company to

be more developed and have more income .

 Go to work on time is important , which is an essential principle for all

employees here.

Using writing , listening and reading skills , helped me get a lot of

contracts for the company.

Working in a high pressure environment makes me able to work more

focused and better .

 Difficults :

When I went to work at vtvcab , I met a lot of obstacles because

everything was very strange to me put I got used to the job .

This job requires answering emails constantly when customers

need it . Sometimes I feel very boring and tasteless .

Because the staff in my company arr not used to working in group

work , it is very difficult to learn .

After onceweek . I and eve.ryone got along well , worked very well

together , everyone was happy and helped me more.

 The company should improve the facilities for expanding the office

, rearranging the seats so that it is spacious and comfortable to easily do it

is job .

Need to train new employees care fully so that they have knowledge and

to better jobs .

7. CONCLUSION :

First , I would like to thank the vtvcab for giving me useful lessons

, valuable experiences and very practical practice sessions .

Secondly , Thank you for your help , your interest 8in vtvcab company to

me become familiar with the professional environment . I have been able

to succeed in my work ever since .

Thirdly , thecompany helped me to be more open to people , to

communicate with people more friendly and easier .

Next , working in a proffessional environment I used my foreign

language skills in paying email . Change of mind , awareness of work

and application of knowledge as wellas greater ability to work and

become more sensitive .

Finally , I want to confirm that the internship at vtvcab helped me to

make a new turning point with much experience , knowledge ... it

will be my future solid foundation .