Closings
Closings
This chapter examines the sequences found in the closings of the inbound and outbound calls. It draws on Button's (1987) taxonomy of the English archetype closing, given that these calls were procedurally closed in much the same way. The analysis demonstrates that the participants engage in very similar activities to those observed in the closings of other languages, in particular those of English. The data do not show any differences in the ways in which inbound and outbound call closings were achieved, whether the main goal of the calls was to complain about the service, make a service request, solicit information, or achieve any other goal. The chapter examines the in-house rules for bringing conversations to a close and relates these recommendations to what takes place in the actual interactions. It examines the most recurrent ways in which conversations are closed, and then look at less prevalent closings in the data.
Keywords: closing calls, inbound calls, outbound calls, in-house rules, telephone conversations
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