UNIVERSITAS AIRLANGGA



Detail Article

Anglicist

ISSN 2301-5837

Vol. 4 / No. 1 / Published : 2015-02

Order : 6, and page :41 - 45

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Original Article :

A study of apology strategies used by customer service officers in telkomsel surabaya

Author :

  1. Nadia Narulita Belfas*1
  2. Lilla Musyahda*2
  1. Mahasiswa Fakultas Ilmu Budaya
  2. Dosen Fakultas Ilmu Budaya

Abstract :

Apology is necessary in the public service. Commonly, in the public service, there are customer service officers that have a duty to solve a customer’s complaint. Therefore, apology strategies are needed in the public services to face a customer’s complaint. This study attempts to analyze the most common type of apology strategies that used by customer service officers of Telkomsel. The objective of this study is to reveal what type of apology strategies that mostly occurs in conversation. This study can contribute further knowledge about apology strategies in public services. This study applies qualitative research method approach. In analyzing the data, the writer uses apology strategies theory that proposed by Trosborg (1995). From the analysis, it was found that the customer service officers in Telkomsel mostly use explanation or account with occurrences 50% in responding customer’s complaints. The customer service officers frequently use explanation or account because explanation or account could satisfy the customers and to soften the customer’s feelings. 

Keyword :

apology strategies, customer service officers, politeness strategies,


References :

Ermawati, D.,(2010) Apology Strategies Used by the English Department Students of Airlangga University. Undergraduate Thesis Surabaya : Airlangga University





Archive Article

Cover Media Content

Volume : 4 / No. : 1 / Pub. : 2015-02
  1. Language Attitude Of Arab Indonesian Merchants In Ampel Towards Customers Speaking Javanese And Madurese
  2. “why Has Coverage Of The Royal Baby Been Like New Screen Saver Of The Whole Last Week?”: Ideological Construction Of The Royal Birth News In The Daily Show With Jon Stewart
  3. The Lexical Differences In The Javanese Varieties Spoken By People In The Western And Eastern Parts Of Blitar Regency
  4. The Quantity And Quality Of Working And Non-working Mothers’ Speech To Their 2-3 Year Old Children In Kediri
  5. Impoliteness In Simon Cowell’s Utterances In “the X-factor Usa” Reality Show
  6. A Study Of Apology Strategies Used By Customer Service Officers In Telkomsel Surabaya
  7. Passive Construction In The Utterances Produced By 3–year-old Javanese Identical Twin Children
  8. The Register Of Football Commentators In Champions League Final 2012

Information ANGLICIST