KEMENTERIAN PENDIDIKAN & KEBUDAYAAN

POLITEKNIK NEGERI MALANG

JURUSAN ADMINISTRASI NIAGA
Jl. Soekarno-Hatta PO.BOX 04 Malang-65145
Telepon (0341) 404424-404425 Pswt. 1050 Fax. (0341) 404420
Laman://www.poltek-malang.ac.id

Course Outline

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Subject (MK)
Class
SKS/Hours per Week

:
:
:

English for Customer Care

Pamdal
5 hours/week

Subject Description

During the teaching and learning process, students are equipped with
knowledge and ability to implement English in daily communication
supported by appropriate and accurate use of grammar.

Purpose of Study

Students are able to understand spoken and written English focusing on

speaking. Speaking becomes the main emphasis in this teaching and
learning process because the students are expected to directly implement
English speaking materials to daily use, especially during the working
hours. The speaking materials mostly comprise introduction, greetings
and receiving guests, giving directions, telephoning, handling complaints,
talking about time, etc.

Teaching and Learning Processes:

Dates
Monday, May 23, 2016
Tuesday, May 24, 2016
Wednesday, May 25, 2016
Thursday, May 26, 2016
Friday, May 27, 2016
Monday, May 30, 2016
Tuesday, May 31, 2016
Wednesday, June 1, 2016
Thursday, June 2, 2016
Friday, June 3, 2016
Monday, June 6, 2016
Tuesday, June 7, 2016

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Wednesday, June 8, 2016

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Thursday, June 9, 2016

Friday, June 10, 2016
Monday, June 13, 2016
Tuesday, June 14, 2016
Wednesday, June 15, 2016
Thursday, June 16, 2016
Friday, June 17, 2016
Monday, June 20, 2016
Tuesday, June 21, 2016
Wednesday, June 22, 2016
Thursday, June 23, 2016
Friday, June 24, 2016
Monday, July 11, 2016
Tuesday, July 12, 2016
Wednesday, July 13, 2016
Thursday, July 14, 2016
Friday, July 15, 2016
Monday, July 18, 2016

Materials

Notes

Introduction, Greetings, and Numbers

Introduction and Stressing Emphasis
Introduction to Customer Care
Making Suggestions and Responding to Suggestions Theory
Making Suggestions and Responding to Suggestions Practice
Face to Face with Customers Theory
Face to Face with Customers Practice
Talking about Time Theory
Talking about Time Practice
Asking for Help Theory
Asking for Help Practice
Greetings, Offering Hospitality, Small Talk Questions, Saying
Goodbye Theory
Greetings, Offering Hospitality, Small Talk Questions, Saying
Goodbye Practice
Writing a Note and Follow-up Theory
Writing a Note and Follow-up Practice
Describing Objects Theory
Describing Objects Practice
Dealing with Customers on the Phone Theory
Dealing with Customers on the Phone Practice
Clarifying and Explaining Theory
Clarifying and Explaining Practice
Describing People Theory
Describing People Practice
Apologizing Theory
Apologizing Practice
Dealing with Problems and Complaints Theory
Dealing with Problems and Complaints Practice
Giving Directions Theory
Giving Directions Practice
Interrupting People Theory
Interrupting People Practice

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KEMENTERIAN PENDIDIKAN & KEBUDAYAAN

POLITEKNIK NEGERI MALANG
JURUSAN ADMINISTRASI NIAGA
Jl. Soekarno-Hatta PO.BOX 04 Malang-65145
Telepon (0341) 404424-404425 Pswt. 1050 Fax. (0341) 404420
Laman://www.poltek-malang.ac.id

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Tuesday, July 19, 2016

Wednesday, July 20, 2016
Thursday, July 21, 2016
Friday, July 22, 2016
Monday, July 25, 2016
Tuesday, July 26, 2016
Wednesday, July 27, 2016
Thursday, July 28, 2016
Friday, July 29, 2016
Monday, August 1, 2016
Tuesday, August 2, 2016
Wednesday, August 3, 2016
Thursday, August 4, 2016
Friday, August 5, 2016
Monday, August 8, 2016
Tuesday, August 9, 2016
Wednesday, August 10, 2016
Thursday, August 11, 2016
Friday, August 12, 2016

Gestures and Body Language

Gestures and Body Language
Expressing Certainty and Uncertainty
Expressing Certainty and Uncertainty
Giving and Responding Bad and Good News
Giving and Responding Bad and Good News
Talking about Events
Talking about Events
Talking about Locations
Talking about Locations
Talking about University Life
Talking about University Life
Expressions of Prohibition
Expressions of Prohibition
Talking about Weather
Talking about Weather
How to Negotiate
How to Negotiate
Closing

Referensi Perkuliahan:
1. Richey, Rosemary. 2012. English for Customer Care. Oxford: Oxford University Press
2. Montgomery Works. 2007. Customer Service Training Curriculum. Maryland: A Montgomery
College Partnership Project
Assessment Criteria
Distribution of scores and scores conversion are based on academic guidelines of State Polytechnic of
Malang:
Scores (in
Numbers)
80<N 100
73 <N 80
65 <N 73
60 <N 65
50 <N 60
39 <N 50
39

Letters
A
B+
B
C+
C
D
E

Quality Scores
Equalities
4
3.5
3
2.5
2
1
0

Qualifications
Excellent
Very Good
Good
Moderate
Fair
Poor
Very Poor

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