Target Needs

1. How often do you use your English?

2. How do you usually communicate with your customer?

a. Through phone call
b. Through letters/messages
c. Through emails
d. Face to face
3. How often do you communicate with those media?
a. Everyday
b. 1-4 times a week.
c. Once a week
4. What makes you difficult in communicating with your customer through phone call or face to
face?
a. I never or seldom use polite phrase.
b. I’m lack of vocabulary.
c. Sometimes I’m not being corteous.
d. Other aspect : _____________________________________
5. What’s your difficulties in communicating with your customers thorugh emails and
letters/messages?
a. I seldom or never use fomal writing style.
b. I don’t know how to write effective emails or messages.
c. I don’t know how to write salutations and closing.
d. Other aspect : _____________________________________
6.
 English for Customer Support

Name of student :
Major :
Skills needed : Speaking and Writing skills
Duration : 2x90 mins

Standard competence :
a. After the course, the student will be able to speak with the customer using polite
phrases and polite language.
b. The student will be able to be courteous while communicating with the customer on
the phone.
c. The students will be able to write emails or messages effectively to the customer in
fomal ways.

Mee Basic Topic Activity Language Skill

ting Competence Description
1 Speak to the General - Listen to a - Being Speaking
customer on the Telephoning recording corteous on
phone politely of a phone the phone
and courteously. call - Making
between a sure you
customer understand
support and - Making
a customer. arrangement
- Analyze the
which
phrases
used by the
customer
support that
shows her
being
courteous
and polite.
- Do the
exercise.
- Doing role
play with
the other
students
about being
courteous
 and polite
on the
phone.
2 Writing Effective - The - Salutation Writing
salutations and Letters and students and Closes
closes for letters Emails, will be - Standard
and emails Formal and given some phrases
Informal letters and
Writing emails, and
Styles they have
to
categorize
them based
on the
function of
each
letters/emai
ls.
- The
students
choose one
emails then
analyze its
salutation
and
closing.
- The
students
will be
given an
exercise
about
completing
an emails.