THE APOLOGY STRATEGIES USED BY CUSTOMER SERVICE OFFICERS OF A LOCAL BANK IN SURABAYA

Amelia Ruth, Esther H Kuntjara

Abstract


In this study, the writer observed the apology strategies used by ten customer service officers of a local bank. The writer wants to find out what types of apology strategies are used by customer service officers of the local bank. The theory of apology strategy by Trosborg (1995) was used as the main theory of this research. The writer used a qualitative approach. The data were taken by recording interviews with ten customer service officers of the local bank. Then, the writer analyzed the conversation produced by these respondents. The result of the analysis, the local bank used twelve types of apology strategies. Next, the writer found the mostly used apology strategy the customer service officers employed is Repair Strategy. Overall, it  was found that the customer service officers of the local bank used eight types of apology strategies and they did not use one type of apology strategy that is Promise of Forbearance

Keywords


Apology, Apology Strategies, Customer Service

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References


Blum-Kulka, S , House, J. Kasper, F. (1989). Cross Cultural Pragmatics Request and Apologies (Advance in Discourse Processes), voL. 31. Norwood:Ablex Pub.

Dörnyei, Z. (2007). Research Methods in Applied Linguistics : Quantitative, Qualitative and Mixed Methodology. Oxford.

Trosborg, A. (1995). Interlanguage pragmatics: requests, complaints and apologies.Berlin: Mouton de Gruyter.

Pratatiwulan, A. (2006). A Study of Apology Strategies used on telephone conversation by male and female call center agents in Telkom 147 Surabaya. (TA No. 02011500). Unpublished undergraduated thesis, Petra Christian University, Surabaya.

Walesa, W. (2002). The Apology Strategies used by Female Shop Assistants of Optician Stores at Tunjungan Plaza and at Pasar Turi based on Social Class. (TA No. 02011704). Unpublished undergraduated thesis, Petra Christian University, Surabaya.

Handayani, D. (2006). The Analysis of apology strategies used by the customer service officers of Mandiri Bank and Mega Bank in Surabaya. (TA No. 02012042). Unpublished undergraduated thesis, Petra Christian University, Surabaya.




DOI: https://doi.org/10.9744/katakita.4.2.73-79

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