(Im)politeness at a Slovenian Call Centre A Cross-Media Examination

This volume covers the field of linguistic (im)politeness in a particular mediated, customer-oriented setting. It is the first book to do so across telephone, email and social media. It offers key insights into a unique customer service setting through authentic and spontaneous data analysis. The book looks at how customers and agents of a large public transport company engage in transactional services and impolite behaviour. This text is directed at scholars and practitioners working in communication, business discourse, (socio)pragmatics, interaction studies, and social media interactions. It is also of great value to students in applied linguistics and scholars of Slavic languages, particularly Slovenian. The cross-media study is also of value to public/private institutions to reflect on their work practices, helping them improve existing customer–service provider relationships. The diverse readership and appeal are essential features of this book.

• Examines mediated institutional talk and impoliteness in the Slovenian language
• Covers mediated service interactions, such as requests and complaints across three different media
• Provides in-depth insights into communication within a contemporary business environment

(Im)politeness in technologically mediated interactions.- The structure of the study and methodology.- Calls for information and request emails.- Impoliteness in calls for information and request emails.- Impoliteness in complaint calls and social media complaints.- Towards an understanding of (im)politeness in Slovenian customer service interactions.