Service Encounters
1.0 Description of Service Encounters, Time, and Place
Service Encounter I: The first service encounter was between Mr. Franklin and Tim. Mr. Franklin is a retired city attorney of Chicago while Tim is a high school dropout selling soft drinks from a roadside shop.
This is the conversation between the two. The conversation was essentially informal since Mr. Franklin and Tim are friends.
Tim: Mr. Frank what’s up! (In an excitement mood, he stands up to shake Mr. Franklin’s hand in a respectful manner)
Tim: Long time no see! (Still in an excitement mood, takes the note and goes up the shelve for a half a liter bottled water)
Tim: I get you (in a rather comforting tone, hands him a bottle of water and some coins for the balance of the 10 dollar note.)
Tim: Yeah, sure! (Looks around shaking his head, showing some determination)
Tim: You are welcome sir, Good evening.
Service Encounter Two: The second service encounter happened between a waiter serving from one of the Pizza joint and one of my friends by the name Jack. The encounter was made on a Friday evening when we went hanging out after a tiresome week.
Waiter: Good evening to you guys. (With a smiling face)
Us: Evening! (With few variations)
Waiter: You must have had a great week!
Jack: Yes, for the better part of it.
Waiter: What will you have this evening?
Jack: We got take three chicken pizza and white coffee.
Waiter: (as she noted down) Great. Anything else?
Jack: Not for now.
Service Encounter Three: The third service encounter took place between a vehicle mechanic and a client seeking to have his vehicle repaired. I had gone to take my bicycle for repair when a tall man drove into the garage seeking the mechanic services. The following was a conversation between the two.
Man: Hey!
Mechanic: Hi!
Man: My back right wheel just went low on pressure. Would you help?
Mechanic: (pointing at his assistant) He will help you with that buddy.
Man: Thanks a lot.
Mechanic: Welcome.
2.0 Analysis of the Conversation on Uptakes
Essentially, looking at the three conversations, all of them included uptakes that prompted follow-ups by the counterparts. In the first service encounter, there were various uptakes including, “long time no see!” “Mr. Frank what’s up!” and “a man ought to work, right?”
In the second service encounter, there were also uptakes that invited the conversational follow-ups. In this case, they included “you must have had a great week!”, “what will you have this evening?” and “Great. Is there anything else?”
In the third conversation, there was only one uptake calling for a follow-up. In specific, this uptake was “Would you help?”
3.0 Reasons for Using Uptakes
It is evident that rudeness is a great drawback to conversations because since respect and courtesy are the pillars of effective communication (Bailey 528). As such, based on this sentiment, it can be argued that the rudeness is one of the reasons as to why somebody may not offer uptake. This is because the person wishes to stop further conversation and hence avoids using uptake in a way that sparks continuation of the dialogue.
Work Cited
Bailey, Benjamin. "Communication of Respect in Interethnic Service Encounters." Language Social. Language in Society 26.3 (1997). Web.
