IMPROVING THE QUALITY OF CUSTOMER SERVICE AT JAPANESE EDUCATION CONSULTING COMPANIES IN HANOI

Abstract

Overseas education consulting companies have been developing customer
service as an indispensable trend, in line with the general trend, serving the
individual customer segment, with the provision of good and high quality
services, satisfying the needs of customers and help companies to manage risk
effectively and achieve optimal business results. The research was conducted to
assess the quality of customer services in the Japanese education consulting
companies in Hanoi. Accordingly, solutions were proposed to improve the quality
of consulting firms. The study was conducted by quantitative method with a
sample of 253 selected randomly. The results showed that the factors such as
teaching staff, consultants, service delivery process, facilities and support policies
abroad received good evaluation from customers. However, there were still some
shortcomings. Therefore, the author proposed solutions to improve the situation.