IMPOLITENESS IN SERVICE CALLS

Marquez Reiter, R (2015). IMPOLITENESS IN SERVICE CALLS. In: ed. Exploring (im)politeness in specialized and generalized corpora. Not Set.

Abstract

This chapter examines quotidian mediated service encounters where customers telephone a call centre to receive information on train services. In this context the general expectation is that the interlocutors will pay attention to each other’s face and avoid causing offence. This, in theory, should be one of the telephone agents’ prerogatives in that, as frontline workers, they act as ambassadors.

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