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Library's collection Library's IT development CancelThis study observed the apology strategies used by five customer service
officers of Mandiri Bank and five customer service officers of Mega Bank in
Surabaya. The writer used qualitative approach. The data were taken from the
recorded interviews with the ten customer service officers. The data were
analyzed using the theory of apology strategies proposed by Trosborg (1995). The
findings show that both the customer service officers of Mandiri and Mega Bank
mostly used Checking strategy when handling the complaints. There are two
differences. First, there are more apology strategy types used by the customer
service officers of Mandiri Bank. There is also a difference in the type of apology
strategies rarely used. There are also three similarities. The first similarity is that
customer service officers of Mandiri and Mega Banks used the Checking strategy
mostly. Second, customer service officers of Mandiri and Mega Banks used the
same seven types of apology strategies which are commonly found among
Indonesians, namely Checking, Expression of Regret, An Offer of Apology,
Repair, Attacking the Complainer, Implicit Denial of Responsibility, and Explicit
Acknowledgement. The customer service officers also had a tendency to use more
than two strategies at the same time. Overall, it was found that all customer
service officers used seven types of apology strategies and they did not use
sixteen other apology strategies. This happens because they have tendency to use
similar strategies which are commonly found among Indonesians and because
they are not trained to use other strategies.
Key