Cultivating English Proficiency for Enhanced Customer Service in Indonesian Railways: A Study on Vocational Training Needs
Budi Candra,
Khoiriyah Khoiriyah
Abstract:This research aims to conduct a need analysis of English communication skills learning materials that can better meet the demands of workplace, to be specific for customer service employees in Indonesian Railways Company (PT.KAI). Thirteen employees were purposefully selected as the respondents. Using mixed methods, a survey and in-depth interview were carried out to collect the data. The result showed that almost all of the participants did not always speak English in their day-to-day working time. Yet, they … Show more
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