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Library's collection Library's IT development CancelThis is a study an apology strategies used by 5 males and 5 females Indosat
customer servers Surabaya. The purpose was to find the apology strategies and the
differences of apology strategies used by them while responding to customer complaint.
Furthermore, the writer also describes the reason behind such usage. The writer used
descriptive qualitative approach in doing her research. The data are taken from the real
conversation between customer servers and customers. The writer classified the
conversation based on gender differences and analyzed them using apology strategies
theory suggested by Anna Trosborg. The result of the analysis showed that female
customer servers tend to use Strategy 4-(Acknowledgement of Responsibility) towards
adult age customers, and Strategy 5-(Expressing Apology) towards middle aged
customers. While male customer servers tend to use Strategy 3-(Explanation or Account)
toward both age bracket group. Strategy 4-(Acknowledgment of Responsibility), Strategy
5-(Expressing Apology) had the highest frequency used by female customer servers for
both different age bracket groups. Those strategies indicated that female customer servers
tend to be more cooperative in explaining the problem than the male ones. While, male
customer servers prefer to use Strategy 3-(Explanation or Account) to give further
explanation towards customers. Therefore the writer concluded that apology strategy was
a significant strategy used in the customer service as a remedial interchange to serve
customers.