Evaluating the Effectiveness of an Online Training Course on 'English for High-Quality Customer Service' for Undergraduate Students at Suan Sunandha Rajabhat University

Abstract

This study assesses the effectiveness of an online training course titled "English for High-Quality Customer Service" for undergraduate students at Suan Sunandha Rajabhat University. The course aims to improve students' English communication skills and customer service abilities. A sample of 50 students participated, and data were collected through content and instructional method analysis, alongside satisfaction surveys to evaluate the course's impact on practical skills. Results indicate that the course meets student and industry needs by developing essential customer service skills. Findings show an increase in English communication scores from 65% to 85% post-training, with a high satisfaction rating of 4.2 out of 5. Additionally, students improved in complaint handling and problem-solving, with scores rising from 60% to 80%. Confidence in real-world English usage increased from 3.5 to 4.4 out of 5, and 75% of participants reported applying their skills effectively in real work. Recommendations include updating content to align with industry trends, adding practical exercises, increasing instructor support, and developing diverse assessment tools to enhance skill evaluation.