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SERVICE ENCOUNTERS - Essay Example

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SERVICE ENCOUNTERS

Attendant: No, it’s okay. Customer: But honestly you look so great! Have a great day ahead! The first line “I received the exact amount, Sir. Here’s your change” is an uptake because it leads the customer to express the following statement in the second line, “Thank you! You look so great today”. This line leads the other person to engage in another statement in the conversation, which is found in the third line, “Thanks, but honestly I’m not feeling well”. This statement leads to another reaction of the other party as stated in the fourth line, “You look fine and I think you don’t have a fever either”. This statement leads the other party to throw another line, “Yes, but it’s something personal”. This line leads the customer to say, “O! I’m sorry to remind you of that”. The attendant responded in the next line, “No, it’s okay”. Then finally, the customer closed the conversation with this line, “But honestly you look so great! Have a great day ahead!”. Clearly, there were effective lines that can be considered as uptakes because the two persons were able to involve themselves in the conversation way beyond the actual point they are supposed to perform in the scenario. Drug Store A young man, a Christian and in his late 20s after purchasing everything from a drug store started to initiate a conversation with the sales attendant who looks somewhere in her late 30s. This happened when there were only two customers left as the rest were just served and then they moved away. Customer: I haven’t seen you for a while. Did you take your vacation leave? Attendant: Yes. I just wanted to spend time with my kids. Customer: Wow. That’s great. How are they doing? Attendant: As usual, not doing great with their grades at school. They’re too preoccupied with computer games. Customer: O! I’m offering to you again my time. But this time I’ll employ some biblical principles when I’ll talk to them. Attendant: That’s a good offer, but I’ll see it first what else I can do. Customer: Just please inform me if you need some help. Attendant: Yes, I will. Thank you! The customer started in the first line, which is an uptake because it leads the attendant to respond to this statement, “I haven’t seen you for a while. Did you take your vacation leave?” This is a question statement that requires answer and so the attendant responded in this line, “Yes. I just wanted to spend time with my kids”. This statement is of interest to the customer, as depicted through this line as a response, “Wow. That’s great. How are they doing?” Here is another question that requires answer from the attendant as showcased in this line, “As usual, not doing great with their grades at school. They’re too preoccupied with computer games.” In this response, we can depict that there must be an existing conversation like this that had taken place before as observed from the response of the customer, “O! I’m offering to you again my time. But this time I’ll employ some biblical principles when I’ll talk to them”. This is another offer, as we can observe from the response of the attendant, “That’s a good offer, but I’ll see it first what else I can do.” In this response, the customer did not want to make a closure, and so leaving this line “Just please inform me if you need some help.” The attendant responded and ended the conversation with this line, “ ...Show more

Summary

SERVICE ENCOUNTERS ASSIGNMENT Convenience Store Here is a conversation between a young sales attendant at the convenience store and a male customer in his late 40s once when there was no other customer on the line to the counter. Attendant: I received the exact amount, Sir…
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SERVICE ENCOUNTERS essay example
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