PENGEMBANGAN SUPPLEMENTARY LEARNING MATERIAL MATA KULIAH CUSTOMER SERVICE BERBASIS STANDARD CAMPUS COMMUNICATION PHRASES DI POLITEKNIK PENERBANGAN SURABAYA

Pesatnya perkembangan industri penerbangan menuntut sumber daya manusia dengan keterampilan komunikasi pelayanan yang profesional dan berstandar internasional. Dalam konteks industri penerbangan, customer service
memiliki peran penting karena berhubungan langsung dengan penumpang, sehingga
kemampuan berkomunikasi dalam bahasa Inggris menjadi kompetensi dasar yang
wajib dimiliki. Sebagai upaya standarisasi, Badan Pengembangan Sumber Daya
Manusia Perhubungan (BPSDMP) pada tahun 2022 menyusun Standard Campus
Communication Phrases (SCCP) sebagai pedoman komunikasi berbahasa Inggris di
perguruan tinggi kedinasan perhubungan.
Penelitian ini bertujuan mengembangkan supplementary learning material
berbasis SCCP sebagai media pembelajaran pendukung mata kuliah Customer
Service. Penelitian menggunakan metode Research and Development (R&D)
dengan model pengembangan 4D (Define, Design, Develop, dan Disseminate).
Media pembelajaran dibuat menggunakan Figma dan disebarluaskan melalui
Learning Management System (LMS) atau e-courses Politeknik Penerbangan
Surabaya. Pengumpulan data dilakukan melalui kuesioner analisis kebutuhan,
lembar validasi ahli materi, media, dan bahasa, serta wawancara dengan taruna.
Hasil pengembangan supplementary learning material mata kuliah
Customer Service berbasis Standard Campus Communication Phrases (SCCP)
memperoleh persentase 100% dengan kategori sangat sesuai berdasarkan validasi
tiga ahli dan dikategorikan sangat sesuai sebagai bahan ajar tambahan mata kuliah
Customer Service. Hasil wawancara juga menunjukkan tanggapan positif dari
taruna. Dengan demikian, media pembelajaran ini layak digunakan untuk
mendukung pembelajaran Customer Service bagi taruna Program Studi D-3
Manajemen Transportasi Udara di Politeknik Penerbangan Surabaya.

Kata kunci: supplementary learning material, Standard Campus Communication Phrases, customer service, bahasa Inggris, industri penerbangan

============================================================

The rapid development of the aviation industry requires human resources
with professional and internationally standardized service communication skills. In
the context of the aviation industry, customer service plays an important role
because it interacts directly with passengers, making the ability to communicate in
English a fundamental competency that must be possessed. As an effort toward
standardization, the Transportation Human Resources Development Agency
(BPSDMP) in 2022 developed the Standard Campus Communication Phrases
(SCCP) as a guideline for English communication in transportation higher
education institutions.
This study aims to develop SCCP-based supplementary learning material as
a supporting learning medium for the Customer Service course. The study employed
the Research and Development (R&D) method using the 4D development model
(Define, Design, Develop, and Disseminate). The learning media were created using
Figma and disseminated through the Learning Management System (LMS) or ecourses of Aviation Polytechnic of Surabaya. Data collection was conducted
through needs analysis questionnaires, validation sheets from material, media, and
language experts, as well as interviews with cadets.
The results of the development of SCCP-based supplementary learning
material for the Customer Service course obtained a feasibility percentage of 100%
based on validation by three experts and were categorized as highly appropriate as
supplementary teaching material for the Customer Service course. The interview
results also showed positive responses from the cadets. Therefore, this learning
media is considered feasible to support Customer Service learning for cadets of the
D-3 Air Transportation Management Study Program at Aviation Polytechnic of
Surabaya.

Keywords: supplementary learning material, Standard Campus Communication Phrases, customer service, English language, aviation industry