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Argumentative Analysis: Why Southwest Airlines Use Semi-Formal Language

896 Words4 Pages

1) Level of formality
Southwest Airlines uses semi-formal language in responding their customers on Facebook. The reason behind is because there are several informal and formal language usage in the practice. Southwest uses a specialized audience when they do a response, like using customer’s name. For example, they said, “we’re sorry for falling short, Scott.” In addition, they avoid the usage of first or second person perspective by using “we” in all of their response. Moreover, the sentence structure is a complete sentence, which implies that it is not an informal response.
2) Effectiveness of message
Southwest Airlines respond to their customer by emphasizing reader benefits and you view. When their customers have a complaint, Southwest …show more content…

It turns out that Marriot uses a “specialized” audience when addressing their response. In addition, they avoid a usage of first or second perspective readers, even though there are several responses with first or second person perspective. For example, “In review of this issue, we have not received…” or “I am terribly sorry to hear of this…” Moreover, Marriot’s response is complete and correct in structure.
2) Effectiveness of message
Marriot is very effective in addressing their response toward their customers. Marriot implements an indirect strategy when their customer is displeased with their service. For example, they asked their customer “have you tried refreshing your browser?... if so, please send us a private message.” In addition, Marriot emphasizes their service for customer’s benefits through their message. For example, they said, “please private message us with your best method of contact so we can further assist…” Marriot also uses “you” view throughout their response on Facebook. Moreover, Marriot put their employees’ name at the end of the message and call their customer with customer’s name, to emphasize their attention to the customer. Furthermore, Marriot uses active voice in their response to emphasize a clear expression. Marriot is very effective in responding their customer by having an immediate response …show more content…

It turns out that Chick-fil-a develops customer’s benefits and “you” view. For example, “Please reach out to us, so we can follow up accordingly.” However, Chick-fil-a does not implement an indirect strategy because they do not give the reasoning of the issue in their response. In addition, Chick-fil-a does not put their employees’ name at the end of the message as Southwest and Marriot do. Furthermore, Chick-fil-a uses active voice in their response to emphasize a clear expression. Southwest is effective in responding their customer by having an immediate response, even though there are several issues

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