Unit1:

1. Discuss the factors that make a good communicator. What are the most
important factors? Thảo luận về các yếu tố tạo nên một người giao tiếp tốt.
Các yếu tố quan trọng nhất là gì?

In my view, a good communicator is someone who is consice, confident,

empathetic, an active listener. These qualities are important for effective
communication and can help individuals to connect with others, build
relationships, and achieve their goals.

 Good listener: Listening to others can help build relationships

and ensure understanding
 Concise: Being direct and clear with your communication can
ensure that you properly convey your intentions
 Empathetic: Empathizing with others can help you build trust
and relationships in the workplace.
 Confident: Being confident in your communication can grow
your credibility as a professional

2. What means of communication do you use the most? Phương tiện giao
tiếp nào bạn sử dụng nhiều nhất?
I think it depend on each situation.
In my opinion, face to face coversation are often most effective way to
communicate. Because it help you:
+ understanding body language
+ tone of voice
+ emotion
 We can receive information from other people. However, technology
has made communication more convenient, so I also use text
messaging, video call, social media frequently.

Do you think technology makes good communication easier?

Technology has development in recent years and made communication
becomer more easier. Because: it allow us to contact with people around
the world.
Example:
+ text message app can quicky send messagers
+ social media platforms can help us connection with friends, partner
and other people.
+ especially, in Covid-19 many countries are breakdown, and all
activities also are stopped, and I think communication using technology
is the best choice.

3.What are the advantages and disadvantages of using emails, mobile

phones, and conference callings? Choose one

*Mobile phone:

- Advantage:

 Cell phones are can be used to communicate from almost anywhere.

 It allows for immediately communication, which may be necessary in
emergency situations.
 Mobile phones are convenient and easy to use.

-disadvantage

 Using a mobile phone can be expensive, especially when making

international calls or using data.
 Cell phones may not be suitable for long or complex communications.

5.What skills and knowledge make a good communicator? How these skills
and knowledge can be learned?
- The skills and knowledge that make up a good communicator are
confidence, the ability to handle situations, and understanding of many
fields and cultures.
- To learn those skills and knowledge, we need to experience more, meet
more people, learn more to gain enough confidence, skills and knowledge
to become a good communicator.

6.Talk about the benefits of using technology to communicate with

customers.
You should say:
  what benefits it bring
 and why it is effective for business communication
Benefit it bring :
+ respond to customers requests and problem immediately. (phản hồi nhu
cầu và vấn đề của khách hàng ngay lập tức)
+ reach customers globally. (tiếp cận khách hàng trên toàn cầu)
Effective :
+ improve customer satisfaction and loyalty. (cải thiện độ hài lòng và
lòng trung thành của khách hàng)
+build strong relationship with customers. (xây dựng mối quan hệ chặt
chẽ với khách hàng)
+saving time, quickly handle customer problems. (tiết kiệm thời gian, xử
lí nhanh chóng vấn đề của khách hàng)

Unit2:
1.What is international marketing?
- Internation marketing is the process of promoting, advertising and
selling product and service to customer in different countries of the
world.
- It depended on customer preferences and making the necessary changes
to the product or service to meet their need and interest.
2.Why is International Marketing important?
International Marketing is important for companies because of
international trade and globalization. It helps businesses to increase their
sales and profits by reaching wider markets, creating brand awareness,
and developing relationships with international customers.

3.What are some of the challenges in International Marketing?

The challenges in International Marketing include:
+ language barries: rào cản ngôn ngữ
+ cultural difference: khác nhau về văn hóa
+ difference laws and regulation: khác nhau về luật và quy định
+ political instability: bất ổn chính trị
+ communication differences: khác nhau về giao tiếp
+ transportation and logistics challenges: thách thức về vận chuyển và
hậu cần
4. What strategies can businesses use to succeed in International Marketing
Doang nghiệp có thể sử dụng chiến lược thành công nào nào trong tiếp thị thị
trường?
Businesses can use strategies such as
+ market research and analysis: nghiên cứu và phân tích thị trường
+ distribution channel: phân phối kênh
+ collaborating with local businesses: hợp tác với doanh nghiệp địa
phương
+ promotion and communication: quảng cáo và truyền thông
+ customer relationship management: quản lí mối quan hệ khách hàng
+ innovation and creative brand name: đổi mới và tạo tên nhãn hiệu

5.What are the advantages and disadvantages of working in an

international company? Những ưu điểm và nhược điểm khi làm việc ở một
công ty quốc tế là gì?

Advantages
- In my opinion, working for an international company has several
advantages.
- One of the main advantages is the global opportunities it provides.
When I work for an international company, I get to work with people
from all over the world and I contact with different cultures and work
styles. This can be a great way to broaden my knowledge and skills,
as well as improve my communication and teamwork abilities.
Disadvantages
- One of the biggest is communication.
- When you are working in different time zones, languages, and cultural
norms, communication can be difficult to improve. Misunderstandings
can easily arise, leading to confusion, frustration, and even conflict.

4. What are some problems companies in Vietnam may face when they
enter the international market? Give examples of Vietnamese companies
expanding the market successful and unsuccessful.

Một số vấn đề mà các công ty Việt Nam có thể gặp phải khi thâm nhập thị
trường quốc tế là gì? Cho ví dụ về các công ty Việt Nam mở rộng thị trường
thành công và không thành công
· As Vietnamese companies enter the international market, they may face a
number of challenges including:
- Language and cultural barriers: Communication and cultural differences
hinder effective business activities and negotiations.
- Compliance with international regulations: Compliance with international
regulations can be complex and expensive.
- Competition: Competition in the international market can be fierce, with
reputable players holding a significant share.
- Brand Identity: Building brand awareness and reputation in the
international market can be challenging.

* Examples of unsuccessful Vietnamese companies expanding in

international markets:
Vinamilk, as one of the largest dairy companies in Vietnam, has faced many
challenges when expanding into international markets, especially the US and
Europe.
The main difficulties include
+ highly competitive with major dairy brands such as Nestlé, Danone and
Lactalis;
+ strict requirements on quality and food safety,
+ high shipping costs,
+ different consumer tastes
Give examples of Vietnamese companies expanding the market successfully
In my opinion, Vinamilk is Vietnam company has success in market both
nationly and internationally. Vinamilk is Vietnam’s leading dairy company
and product available not only in Vietnam but also in other countries such as:
Janpan, China and United States.
Vinamilk achived this success by investing heavily in research and
development creative high quality dairy product. They also expanded
distribution network through partnership with major retailers wordwide.
Unit3:
Example of a successful company building good relationships with
employees

Google is an excellent example of a successful company that values

building good relationships with its employees.
One of the key factors in Google's success in building relationships
with employees is its unique approach to work culture. The company
offers a range of employee benefits, such as free meals, on-site gyms,
and transit subsidies, among others. Additionally, Google has a flexible
and relaxed work environment .This creates respect among
colleagues,which helps foster positive working relationships.
How can a company build strong relationships with customers/workplaces?
Customer:
To build strong customer relationships, focus on provided high-quality
products or services. Actively listen to customer feedback and resolve
complaints. Additionally, create a loyal customer base by offering incentives
such as discounts, loyalty programs, or promotions.
Workplace:
Building a strong relationship with the workplace involves treating
employees with respect and creating a positive work culture, understanding
opinion. Collaborate and communicate regularly to achieve shared
objectives.

Unit5:
What do you think could contribute to job satisfaction?

As a student, I believe that job satisfaction can come from various factors.
It depends on each person's expectations.
One of the main factors is having a job that aligns with my skills and
interests.
When I am able to do what I enjoy and am good at, it can lead to a sense of
purpose and motivation. Additionally, having a good work-life balance can
also lead to job satisfaction.

Finally, feeling valued and appreciated by employers and colleagues can

also contribute to job satisfaction. When people feel that their
contributions are recognized and valued, they are more likely to feel
satisfied with their job.

Là một sinh viên, tôi tin rằng sự hài lòng trong công việc có thể đến từ
nhiều yếu tố khác nhau.
Nó phụ thuộc vào kỳ vọng của mỗi người.
Một trong những yếu tố chính là có một công việc phù hợp với kỹ năng và
sở thích của tôi.
Khi tôi có thể làm những gì tôi thích và giỏi, nó có thể dẫn đến ý thức về
mục đích và động lực. Ngoài ra, có sự cân bằng tốt giữa công việc và cuộc
sống cũng có thể dẫn đến sự hài lòng trong công việc.
Cuối cùng, cảm giác được đánh giá cao và đánh giá cao bởi nhà tuyển dụng
và đồng nghiệp cũng có thể góp phần vào sự hài lòng trong công việc. Khi
mọi người cảm thấy rằng những đóng góp của họ được công nhận và có giá
trị, họ có nhiều khả năng cảm thấy hài lòng với công việc của họ.
1.Do you think job satisfaction is important?
Answer: Yes, I think job satisfaction is very important because it
directly affects one's physical and mental well-being. When we are
happy with our job, we tend to be more productive, innovative, and
motivated to achieve our goals.

2.What factors make you satisfied with your job?

Answer: As a student, I do not have a job at the moment. But I believe
factors such as salary, a good work-life balance, a supportive
workplace environment, job security, and opportunities for growth and
development contribute to job satisfaction.

3.Can money buy job satisfaction?

Answer: Money can provide a certain level of job satisfaction but it is not
the only factor. Money can help motivate people to work harder, feel
more secure in their jobs, and enjoy some perks of the job such as
vacations and bonuses. However, factors like meaningful work, work-life
balance, and positive relationships with coworkers can provide more
long-term job satisfaction.

4. How do you deal with job dissatisfaction?

Answer: As a student, I do not have much experience with job
dissatisfaction but in general, I think it is important to identify and address
the root of the problem. This could mean speaking with your supervisor or
HR to figure out what could be changed to improve your job satisfaction,
looking for a job that better aligns with your values and interests, or
finding ways to improve your skills and position within your current job.

6. Discuss reasons people change their jobs. What are your opinions about
the job-hopping (nhảy việc) trend? Thảo luận về lý do mọi người thay đổi
công việc của họ. Ý kiến của bạn về xu hướng nhảy việc là gì?
There are various reasons why people change their jobs, including:
- Salary and benefits: People may seek higher salaries, better benefits
packages, and better working conditions.

- Dissatisfaction with current job: People may be unhappy with their current
job, such as having a difficult boss or being in a toxic work environment

- Learning opportunities: People may look for new job opportunities that
offer learning opportunities and a chance to develop new skills.

- Company culture: People may look for a new job that aligns with their
values and offers a positive company culture.

* the job-hopping (nhảy việc) trend

Job-hopping has both pros and cons. It can boost career growth and salaries
but may also signal instability. Individuals should carefully weigh their
reasons and the potential outcomes before switching jobs. Employers can
retain talent by fostering career growth and advancement opportunities.

7. Discuss the risks businesses face and ways companies can do

to manage these risks. Thảo luận về những rủi ro mà doanh nghiệp
gặp phải và những cách mà công ty có thể làm để quản lý những rủi ro
này.
Here are some common risks businesses face and ways to manage them:
- Financial Risks: These risks include cash flow problems, credit risks,
and investment risks. Companies can manage these risks by maintaining
cash reserves, learn about and understanding before investments, and
monitoring credit risks.

- Operational Risks: These risks include supply chain disruptions,

equipment failures, and employee errors. Companies can manage these
risks by quality control measures, always have new plans, and ehance
investing in equipment suitable.

8. What are the advantages and disadvantages when you work in

the environment of a “long-hours” culture? What problems
concerning behaviours at work might you face in the
environment of a “long-hours” culture? Choose one and present
some solutions to it? Give some solutions for problems.

Bạn có thuận lợi và khó khăn gì khi làm việc trong môi trường có văn
hóa “làm nhiều giờ”? Những vấn đề liên quan đến hành vi tại nơi làm
việc mà bạn có thể gặp phải trong môi trường của nền văn hóa “làm việc
nhiều giờ”? Chọn một và trình bày một số giải pháp cho nó? Đưa ra một
số giải pháp cho các vấn đề
- The benefits of working in a long work culture can include increased
productivity, higher job security, and higher potential income.

- However, the disadvantages are many and can lead to negative

consequences for both employees and employers:

o When working in an environment where we have to work for long

hours, our body may be exhausted, our spirit will decrease, and our
satisfaction will decrease, leading to reduced work productivity.
o Burnout can lead to absenteeism during working hours, high turnover
rate.

- Some methods to solve the situation encountered in the long working

environment:
o Employers can provide more than enough breaks during the day,
encouraging employees to use vacation time for work-life balance.
o Employers can optimise jobs to reduce employee hours.
=> What needs to be done is to promote work-life balance, which
benefits not only employees but also employers. A happy and healthy
workforce capable of being productive, creative and productive will
ultimately lead to a successful business.

9. Identify internal and external risks businesses face? Choose ONE

INDUSTRY in your country and analyse the types and levels of risk
the industry might face?Xác định rủi ro bên trong và bên ngoài mà
doanh nghiệp gặp phải? Chọn MỘT NGÀNH ở quốc gia của bạn và
phân tích các loại và mức độ rủi ro mà ngành có thể gặp phải?
I choose the tourism industry in Vietnam
- In recent years, the tourism industry in Vietnam has experienced significant
growth thanks to factors such as the country's beauty and rich cultural heritage.
However, the industry also faces a number of internal and external risks.

-Internal risks include operational risks such as inadequate management,

infrastructure and staff training. For example, low quality of service, customers
will not return to use their services again. Inadequate staff training will lead to a
lack of expertise that affects customer satisfaction.
-External risks: including economic, political, natural disasters… Economic risks
can be currency fluctuations and inflation. Political risks such as changes in travel
policies, regulations or recommendations. Natural disasters can be storms, floods,
earthquakes affecting tourism infrastructure.

Another external risk to the tourism industry is the impact of the COVID-19
pandemic.

=> In short, Vietnam's tourism industry faces many internal and external risks.
Businesses need to proactively identify and mitigate these risks to ensure their
long-term success.

10. What are possible ways businesses raise finance? What are
advantages and disadvantages of each?Các doanh nghiệp có thể huy
động tài chính bằng những cách nào? lợi thế và bất lợi của mỗi là gì?
The ways businesses raise finance:
- Raising capital of owners: This is the process of raising capital by
selling ownership shares in the business to investors. An example
that we all know is calling for investment capital from start-ups in
the Shark Tank program.

The advantage is that there is no interest to be paid on the money

raised and investors can bring their expertise to connect with the
business. However, it also has some disadvantages such as having
multiple owners, loss of control over the business and the need to
generate profits to keep investors satisfied.
 - Debt financing: It is borrowing money from lenders such as banks
or financial institutions.

Advantages include maintaining control of the business and business

payments and tax-deductible interest payments.

The disadvantages include the need to pay interest arising from

borrowing, the risk of default on loans, and the possibility of high
interest rates.

11. How has customer service changed? What are the reasons
for these changes? What are some pieces of advice for
companies that want to improve their customer service
nowadays?
Dịch vụ khách hàng đã thay đổi như thế nào? Lý do cho những thay
đổi này là gì? Một số lời khuyên cho các công ty muốn cải thiện dịch
vụ khách hàng của họ ngày nay là gì?

- Customer service has changed significantly in the last few years, mainly due to
the rapid development of scientific technology, the development of social
networks, and changing consumer behaviour. Some of the key changes in customer
service are:

o Self-service: With huge data of information, customers can find answers for
themselves easily, along with solutions to overcome problems.
o Support on online platforms: Customers expect businesses to provide support
across a variety of channels including phone, email, live chat, social media, and
messaging apps.

o Personalization: Businesses are now focused on delivering personalized

experiences to customers using data analytics, AI, and machine learning to
understand their needs and preferences.

o Instant gratification: Today's customers demand quick and efficient responses to

their queries and problems, often in real time.

- To improve service quality, companies can implement a number of methods such

as:

o Invest in technology: Businesses should invest in technology, such as chatbots,

AI, and machine learning to provide faster and more personalized support to
acustomers.

o Provide omnichannel support: Companies should provide support across a

variety of channels, including phone, email, live chat, social media, and messaging
apps to meet customers wherever they are.

o Track and respond to feedback: Businesses should actively monitor feedback on

social media and review sites, and respond promptly and proactively to address

concerns and complaints. client.

Part 2
1. “Think of a good communicator you've met in your life. What
impressions did you have of him/her? What are the main qualities of a
good communicator? (“Hãy nghĩ về một người giao tiếp tốt mà bạn đã
gặp trong đời. Bạn có ấn tượng gì với anh ấy/cô ấy? Những phẩm chất
chính của một người giao tiếp tốt là gì?)
- I have met a lot of people with good communication skills.
But I am really impressed and admire that is Lai Van Sam - he can
speak 7 languages. I know him through the show “ ai la trieu phu”. he is
a editor, televisoin host anh television producer
I can learn form him how to speak clearly, always speaks to the point,
the ideas are expressed clearly and especially

2. Are there any ways to improve communication between companies

and their customers in the future? (Có cách nào để cải thiện giao tiếp
giữa các công ty và khách hàng của họ trong tương lai không?)
- There are many ways that companies can improve communication with

their customers in the future, including personalization, multi-channel

communication, chatbots and AI, proactive communication, video and

visual communication, and transparency. By adopting these strategies,

companies can build stronger relationships with their customers and

improve customer satisfaction.

3. List main forms of communication people can use. Rank them
from the best to the worst and explain why. (Liệt kê các hình thức
giao tiếp chính mà mọi người có thể sử dụng. Xếp hạng chúng từ tốt
nhất đến tồi tệ nhất và giải thích tại sao.)
- Several forms of communication that people can use to convey
messages, ideas ,and information such as: face-to-face communication,
communication via video call, email, text messaging, social media
communication festivals…

- Một số hình thức giao tiếp mà mọi người có thể sử dụng để truyền tải
thông điệp, ý tưởng và thông tin như: Giao tiếp đối mặt, giao tiếp qua
gọi video, email, tin nhắn văn bản, giao tiếp trên mạng xã hội…

- But in my opinion face-to-face communication is the best form of

communication because it allows immediate feedback, besides, it can
connect with individuals, and build relationships. Communicating on
social media sites is less effective at conveying tone and emotion and
can cause unnecessary misunderstandings.

4. In what way can you think of to cement or sour relationships?

(Theo cách nào bạn có thể nghĩ đến để củng cố hoặc chứa các mối quan
hệ?)
- To cement relationships, we can always keep in touch with them,
respect their opinions and views, go out often, always give them
compliments. a job well done…

- For relationships to turn sour, we can stop contacting, lie or deceive,

show indifference, disinterest and decline invitations to hang out.

- Để củng cố các mối quan hệ trở nên bền chặt hơn chúng ta có thể luôn luôn giữ
liên lạc với họ, tôn trọng những ý kiến và quan điểm của họ, thường xuyên ra
ngoài với nhau, luôn dành lời khen ngợi khi họ hoàn thành tốt một công việc nào
đó…

- Để các mối quan hệ trở nên chua chát, xa cách chúng ta có thể dừng liên lạc, nói
dối hoặc lừa dối, thể hiện sự vô cảm, không quan tâm và từ chối những lời mời đi
chơi.

5. If your organizations want to enter an overseas market, what questions

should you consider? (Nếu tổ chức của bạn muốn thâm nhập thị trường
nước ngoài, bạn nên xem xét những câu hỏi nào?)
Breaking into international markets can be a potentially technical
endeavour, but if successful, there are benefits. Before expanding to the
international market, we can ask some questions as follows:

- What is the size and growth potential of the foreign market? Is there a
market demand for the organization's products and services?

- What is the economic environment of the foreign market? What are

some possible risks to face?
- What is the financial viability of the foreign market entry job? What is
the potential return on investment and what are the risks involved?

After answering the above questions, an organization can make a

decision for its company whether to enter a new market. It is important
to conduct thorough research and prepare some ways to minimize the
possible risks.

6. What do you find satisfying and frustrating about your work?(Điều gì

khiến bạn hài lòng và bực bội về công việc của mình?)
What makes me satisfied in my work is that:
o My work is meaningful and contributes to my future self-development.
o Brings me a lot of joy as well as new experiences.
o I feel extremely satisfied and comfortable when the job is done
excellently.
o I am recognized and appreciated for what I have contributed.
o And especially, I know the balance between study and work and life.
The thing I am frustrated in at work seems to be very little. Sometimes
when there's so much to do, I get stressed, but then I've regained my
balance.

7. Companies should be fully involved in the lives of their employees.

Do you agree?(Các công ty nên tham gia đầy đủ vào cuộc sống của nhân
viên. Bạn có đồng ý +không?)
In my opinion, the company has a responsibility to support and help

employees both inside and outside of work, towards a healthy and

productive working environment. However, companies should not go

beyond their limits and should respect the privacy and autonomy of

employees.

Theo quan điểm của tôi, thì công ty có trách nhiệm hỗ trợ và giúp đỡ
nhân viên cả trong và ngoài công việc, nhằm thúc đẩ một môi trường
làm việc lành mạnh và hiệu quả. Tuy nhiên, công ty không nên vượt quá
giới hạn của họ và nên tôn trọng quyền riêng tư và quyền tự chủ của
nhân viên.

8. What do you think will be the main reasons why guests do

not return to a hotel?(Theo bạn đâu sẽ là những lý do chính khiến
khách không quay lại khách sạn?)
- Some of the reasons why customer do not want to return to the hotel
are:
Poor quality service from staff, poor expertise and not timely response to
requests that customers respond to.

The hotel is located in a noisy place: Customers expect a quiet and

peaceful environment, if they often encounter noise they will not be
satisfied.

Poor quality hotel equipment.

9. What factors would motivate you to work harder? Which one is

the most important?(Yếu tố nào sẽ thúc đẩy bạn làm việc chăm chỉ
hơn? Cái nào là quan trọng nhất?)
Several factors can motivate individuals to work harder, including:
- When I complete an outstanding job, I hope to be recognized and
praised. - Khi hoàn thành một công việc xuất sắc thì tôi hy vọng bản thân mình được
công nhận và khen ngợi.

- Followed by career advancement to motivate employees to work

harder to achieve career goals. Tiếp theo là thăng tiến nghề nghiệp để thúc đẩy
nhân viên làm việc chăm chỉ hơn để đạt được những mục tiêu nghề nghiệp.

- Personal satisfaction: When I feel satisfied or satisfied in my work, I

will try to complete the job well. - Sự hài lòng cá nhân: Khi tôi cảm thấy mình
hài lòng hoặc thỏa mãn trong công việc thì tôi sẽ cố gắng hoàn thành tốt công việc.
10. Do you like working for a male or female boss? - Why?
- In my opinion, working for a male boss or a female boss is not so

important. What's important in a boss is the ability to clearly give

direction, support, and mentor me. At the same time, they treat their

employees with respect and fairness regardless of gender. Besides, the

boss creates a positive environment that promotes collaboration,

creativity and innovation. Ultimately, an employer's effectiveness is not

determined by their gender, but by their leadership skills and ability to

support their employees in achieving their goals.

11. What irritates you the most when dealing with customer
service departments?(Điều gì khiến bạn khó chịu nhất khi giao dịch
với bộ phận dịch vụ khách hàng?)
- Some issues that I feel uncomfortable with when dealing with customer
service such as: Long wait times, poor communication, inconsistent
information, lack of empathy, and especially not paying attention when I
present the problem encountered. In general, a customer expects
effective, clear, and empathetic communication from customer service
representatives, along with a prompt resolution of issues.
- Một số vấn đề mà tôi cảm thấy khó chịu khi giao dịch với bộ phận dịch vụ khách
hàng như: phải chờ đợi quá lâu, giao tiếp kém, những thông tin không nhất quán
với nhau, thiếu sự đồng cảm và đặc biệt là không tập trung theo dõi khi tôi trình
bày vấn đề gặp phải. Nhìn chung, một khách hàng họ mong đợi sự giao tiếp hiệu
quả, rõ ràng và đồng cảm từ các đại diện dịch vụ khách hàng, cùng với việc giải
quyết các vấn đề kịp thời.

12, You are an experienced customer care executive. Suggest

some ways to improve customer service for companies.(Bạn là
một nhân viên điều hành chăm sóc khách hàng có kinh nghiệm. Đề xuất
một số cách để cải thiện dịch vụ khách hàng cho các công ty.)
- Some ways to improve customer service for the company are:
Using technology to improve services such as chatbots, email to take
care of customers. Sử dụng công nghệ để cải thiện dịch vụ như chatbot, email
để chăm sóc khách hàng.

Listen to customer feedback to improve the customer experience. This

can be done through surveys, social media monitoring, and other
feedback channels.

Lắng nghe phản hồi của khách hàng để cải thiện trải nghiệm của khách hàng. Điều
này có thể được thực hiện thông qua các cuộc khảo sát, giám sát phương tiện
truyền thông xã hội và các kênh phản hồi khác.

Offers multiple support channels including phone, email, chat, social

media, and self-service options. This allows customers to choose the
channel that is most convenient for them.
 Cung cấp nhiều kênh hỗ trợbao gồm điện thoại, email, trò chuyện, mạng xã hội và
các tùy chọn tự phục vụ. Điều này cho phép khách hàng chọn kênh thuận tiện nhất
cho họ.

Personalize customer experience: Use customer data to personalize

customer experience and make customers feel valued.

13. Do you think you will be a good manager in the future?

Why? What do you think are they key qualities for a successful
manager to day?(Bạn có nghĩ mình sẽ trở thành một nhà quản lý giỏi
trong tương lai không? Tại sao? Bạn nghĩ chúng là những phẩm chất
quan trọng nào đối với một nhà quản lý thành công ngày nay?)
-Becoming a good manager in the future is my dream.
I had experienced to become manager for any group but not good.
However, after many failing , i can strong say that …because i know i
cant continue making a same mistake in the past.
Some qualities needed in a good leader are:
o qualification: help make a good decision and increase employee trust

o Adaptability: A good manager must be able to adapt to changing

situations and navigate complex challenges

Leadership: A good manager will be able to provide clear direction,

inspire and motivate their team, and lead by example.
o Communication: Effective communication is critical to a successful
manager. They can communicate clearly and effectively with their team,
superiors, and partners.

Decision making: A good manager will be able to make good decisions

based on available information and be willing to take calculated risks.

Adaptability: A good manager must be able to adapt to changing

situations and navigate complex challenges with flexibility and
resilience.

14. It's said that customer is never wrong. How true is it in your
country? (Người ta nói khách hàng không bao giờ sai. Làm thế nào là
nó đúng ở nước bạn?)
- The idea that “the customer is never wrong” is a common phrase in

customer service, but it is not necessarily true in all situations or in all

countries. When we do service, all needs of customers must be put first,

we need to respect their opinions. However, in some cases they

demanded too much for the service provided, this statement is not true.
- Ý kiến cho rằng “khách hàng không bao giờ sai” là một cụm từ phổ biến trong dịch vụ khách
hàng, nhưng nó không nhất thiết đúng trong mọi tình huống hoặc ở mọi quốc gia. Khi chúng ta
làm dịch vụ, mọi nhu cầu của khách hàng phải được đặt nên trước, chúng ta cần phải tôn trọng ý
kiến quan điểm của họ. Tuy nhiên, trong một vài trường hợp, khách hàng đã phản ánh đúng sự
thật của vấn đề hoặc đòi hỏi quá đáng so với dịch vụ được cung cấp thì câu này lại không đúng.