FINAL REPORT THE IMPLEMENTATION OF PERSUASIVE COMMUNICATION STRATEGIES AS A CUSTOMER SERVICE OFFICER AT KANTOR IMIGRASI KELAS 1 KHUSUS SURABAYA Presented in partial fulfillment of the requirement for the Diploma Degree in English Language By Yusrin Naovan Student Number: 151711813045 Major: English Business ENGLISH DIPLOMA PROGRAM FACULTY OF VOCATIONAL EDUCATION UNIVERSITAS AIRLANGGA 2021TATEMENT OF ORIGINALITY I, Yustin Naovan (151711813045), hereby declare that the final report 1 wrote does not contain or parts of the works of other people, except those cited in the quotation and the references, as a scientific paper should. Surabaya, 22" June 2021 ‘Yustin Naovan 151711813040APPROVAL METHODS OF BEING A CUSTOMER SERVICE AT KANTOR IMIGRASI KELAS I KHUSUS TPI SURABAYA A FINAL REPORT Presented in partial fulfilment of the requirement for the Diploma Degree in English Language Department of Business, Faculty of Vocational Studies Universitas Airlangga by Yusrin Naovan Student Number: 151711813045 Approved by Final Report Advisor ‘Triubaida Maya Ardianti, S.Pd.. M.A. M.Pd, NIP. 199007162016033201 iiBOARD OF EXAMINERS RATIFICATION ‘The final report has been examined and ratified before the Board of Examiners Study Program : English Diploma Department : Business Faculty : Vocational Studies of Universitas Airlangga Day/Date : Thursday/18 August 2021 Time :15.00-16.00 Room :R. Zoom Board of Examiners: Chairman/Chairwoman wrta Prassetyo SS., MA.TESOL, NIP. 198407182019031002 First Examiner Second Examiner Sidarta Prassétyo SS., MA.TESOL — ‘Triubaida Maya Ardianti, M.A., M.Pd NIP. 198407182019031002 NIP. 199007162016033201 iiGUIDELINES TO USE THE FINAL REPORT This report is not published, but is available in libraries within Universitas Airlangga. It is permitted to be used as a reference. Citation must be authorized by the author and must cite the source according to scientific practice. This report is the property of Universitas Airlangga. iiiACKNOWLEDGEMENT The author would like to express his gratitude and gratitude to Allah SWT for all the help and smoothness given in completing this final report. 1. The writer would like to express his gratitude to Mrs. Triubaida Maya Ardianti. S.Pd., M.A., M.P4., as the final report advisor who has taken the time to assist the writer in completing this final report. 2. Mr. Sidarta Prasetyo SS., MA.TESOL, as the head of English Diploma Universitas Airlangga, who has led this department to become better. 3. To the writer’s parents for all the kindness that have been provided from the past until now and for their support in completing the writer's college education. 4, All leaders and staff of Kantor Imigrasi Kelas I Khusus TPI Surabaya who have given the writer the opportunity to complete the internship and provide guidance. 5. To Yarjuna as the writer's internship partner and all friends of the English Diploma Universitas Airlangga for all the kindness that has been given to the writer,ABSTRACT ‘The purpose of this final report is to find obstacles or challenges, as well as strategies to deal with them in becoming a customer service staff at Kantor Imigrasi Kelas I Khusus TPI Surabaya. The method used is observation, semi-structured interview, and taking notes for 1 month. During the internship, several case studies were found related to the process of providing services related to visas, passports, and other residence permits. To solve this, the writer has used a method taken mostly from. the guidelines for becoming a customer service staff. Keywords: customer service guidelines, service, immigration, communication.TABLE OF CONTENTS STATEMENT OF ORIGINALITY i APPROVAL BOARD OF EXAMINERS RATIFICATION GUIDELINES TO USE THE FINAL REPORT...... ACKNOWLEDGEMENT ABSTRACT. ‘TABLE OF CONTENTS.. LIST OF APPENDICE:! LIST OF PICTURES LIST OF TABLES CHAPTER | INTRODUCTION 1.1 Background of the RepOtt...cnennn 1.2 Statement of Problem.. 1.3 Limitation of the Report. 1.4 Objective of the Report. 1.5 Significance of the Final Report 1.5.1 For the writer 1.5.2 For the alma mater 1.5.3 For the institution, 1.5.4 For other interns CHAPTER 2 REVIEW OF LITERATURE .. 2.1 Persuasive Communicatior 2.2 The Persuasive Communication Problems in Customer Service. 2.3 The Persuasive Strategies 9 2.4 The Difficulty to Persuade Customer ... 10 CHAPTER 3 12 METHODOLOGY vi3.1 Location and Participants 3.2 Data Collection 12 3.2.1 Observatior 3.2.2 Theories 12 3.2.3 Notes 13 3.2.4 Data Analysis. 13 3.3 Framework of the Report 14 CHAPTER 4 eaten RESULT AND DISCUSSION 4.1 Description: 4.1.1 The Persuasive Communication Problems that Occurring while carrying a Duty as a Customer Service. release 19 126 4.1.2 The Persuasive Strategies 4.2 Obstacle.. 4.2.1 Obstacle in Facing the Communication Problems in Persuasion 4.2.2 Obstacles in Using the Strategies of Persuasior 4.3 Added Values 4.3.1 Added Values in Facing the Communication Problems in Persuasion .. 4.3.2 Added Values in Using the Strategies of Persuasio 4.4 Related Courses BRS 4.4.1 Computer Application 128 4.4.2 Cross-Cultural Understanding .. 28 4.43 Structure. 29 4.4.4 Speaking 29 4.4.5 Ethic and Personality (Etika Kepribadian) 4.4.6 Psychology of Services (Psikologi Pelayanan), 4.4.7 Public Speaking 30 4.4.8 English for Office Management .. CHAPTER 5 CONCLUSION AND SUGGESTION .....ssssnsnsnnn 31 vii5.1 Conclusion 5.2 Suggestions 5.2.1 Suggestion for the Institution 5.2.2 Suggestion for the English Diploma.... REFERENCES APPENDICES BIOGRAPHICAL SKETCH -...00c000 viiiLIST OF APPENDICES Appendix 1 Internship Evaluation Sheet 35 Appendix 2 the write photo with senior colleagues ...nnnnennnnnnnenenensn 36 Appendix 3 the write's desk Appendix 4 Structural Organization Appendix 5 the writer's notes. dg 38 ixLIST OF PICTURES Picture 1. Sample from PERSUASION IN INTERNATIONAL JOURNALS: PRAGMATIC ANALYSIS 10LIST OF TABLES Table 1 Explanation of each Components Table 2 The Explanation of Theories. Table 3 Triangulation of Data Collection Techniques Table 4 Number of Using Strategies Basr xiCHAPTER 1 INTRODUCTION 1.1 Background of the Report Communication comes from several forms, two of which are verbal communication and non-verbal communication. Arina Modrea (2012) explained that communication could be qualified as verbal language, non-verbal language, media, culture, telecommunications, IT, entrepreneurship, and etc. For verbal communication, it contains sounds, language, and tone of voice. For example, during an interview, an employee was impressed by a job candidate who is a very talkative person. The job candidate answers questions with more than one word. The way the job candidate speaks, listens, and shares the information and ideas is very important for an employee to give a score. Unlike verbal communication, non-verbal communication contains a facial expression, body language, and posture. Public relation is also part of verbal and non-verbal language. Communication is really significance in public relation world. In order to convey what the organization want to public, the public relation’s staff should master the commu tion skill, either verbal or non-verbal. According to James B. Stiff and Paul A. Mongue (2016) persuasive communication is a message that intended to reshaping other people’s response. This definitions limits persuasive activity to intentional behavior. This limitation is important, because one can argue that all communication is, by it is very nature,persuasive. In other words, persuasive is communication activity that intended to change, reinforce, and shape other people. According to Mitchell Grant (2019) Customer service is the direct interaction between customer and representative who selling it. To the writer, customer service is away to provide service to a customer by the people who responsible for it. Then, what is a relation between public relation and customer service. Customer service is one of the department or management that it mention. Not only provide service, customer service usually also give advice to customer and should be emphatic to customer. In order to do that, the customer service should learn about the current trends in the public. Next is customer service should always watch what he/she wanted to convey or say to customer and make customer as comfort as possible. That is why customer service needs to learn cause and effect about what he/she do to customer. ‘The reason the writer found this topic interesting is because how little the writer know about persuasive communication or customer service world. There are so many different perspective and definition that you can found in a book or article in the internet related to persuasion or persuasive and customer service. In addition to that, the writer also want to improve his/her own communication skill. The connection between the topic of the final report with the internship place is because the writer thought that how the writer constantly struggling when to persuade customer. The writer also had a lack of skill persuasion in terms of communication with customer during internship. That is why the writer chose this topic and try todescribing of persuasive communication problems and the solutions that related to persuasion. ‘Therefore, the writer take this case as a study under the title “The Implementation of Persuasive Communication Strategies as a Customer Service at Kantor Imigrasi Kelas I Khusus TPI Surabaya”. 1.2 Statement of Problem There are two problems in the present study as follows. a. What were the persuasive communication problems that occurring while carrying a duty as a customer service at Kantor Imigrasi Kelas I Khusus TPI Surabaya b. What were persuasive strategies used by customer and customer service at Kantor Imigrasi Kelas I Khusus TPI Surabaya? 1.3 Limitation of the Report ‘These are limitations that writer encounter during writing this report and internship: Data collection. The writer conducted observations, interviews, and took some notes. The writer only used the basic options due to the limitation of certain things, such as time, accessibility, and the conditions during the internship. For this final report, the writer has limited the things that need to be observed and focused on things that can help in identifying and overcoming communication problems. b. Lack of time, The writer conducted the internship for a month. The writer felt that he should have done the internship for a few more weeks so that he could be able to gain more data that can be used.1.4 Objective of the Report The purpose of the study in the internship are: a. To discover what were the persuasive communication problems that occurring as a customer service at Kantor Imigrasi Kelas I Khusus TPI Surabaya, b. To discover what were persuasive strategies used by customer and customer service at Kantor Imigrasi Kelas I Khusus TPI Surabaya. 1.5 Significance of the Final Report 1.5.1 For the writer This final report is beneficial for the writer in: a, Gaining more knowledge and information about public relation and customer service. b. Developing the writer’s writing skill in writing report. 1.5.2 For the alma mater The benefits of this study are to: a. Share the writer’s experience of public relation and customer service 1.5.3 For the institution This final report has some beneficial purpose for the institution, such as: 4. To introduce public relation (o the junior of English diploma, b. To strengthen the relationship between Airlangga University and institution.1.5.4 For other interns ‘The benefits of this study for the interns are to: a, Discover the use of public relation and customer service skill in term of communication. b. Help them to write a final report.CHAPTER 2 REVIEW OF LITERATURE 2.1 Persuasive Communication According to Stiff and Mongue’s (2016) study found the following: Persuasive communication is a message that intended to reshaping other people’s response. This definitions limits persuasive activity to intentional behavior. This limitation is important, because one can argue that all communication is, by it is very nature, persuasive. (p. 4) Dillard and Shen (2013) define persuasive with comparing it to coercion. They stated, “The definition for persuasive is an attempts fall short of blatant coercion; persuasion, lly conceived of, is not directly coercive” (Dillard and Shen, 2013, typi p. 71). Their study found that coercion takes the form of guns or economic sanctions, while persuasion relies on the power of verbal and nonverbal symbols. ( Dillard and Shen, 2013, p. 71) According to Perloff (2003), “Persuasion is a symbol process in which communication try to convince other people to change their attitude or behavior regarding an issue through transmission of a message, in an atmosphere, of free choice” (p. 8). Perloff (2003) also explain that there are five components as a basis of his definition (p. 8). The explanation for five components can be found in the table below:‘No | Components Explanation 1 | Persuasion as a | Persuasion use symbols, with the message conveyed mainly symbolic through rich language with their own cultural meaning. Verbal and non-verbal included. 2 ‘One of the point of persuasion is to change other party's involves an | opinion. atiempt to influence 3 | People persuade | The reason people persuade themselves is to change their themselves behaviour or attitude. Communicators make the arguments, set up the bait, and make the change, or refuse to yield. | Persuasion The message could be verbal or nonverbal. It could be involves the | interpersonally, through mass media, or via the Internet. It transmission of | could be reasonable or unreasonable, factual or emotional. the message _| Persuasion is a communicative acts, therefore there must be a message behind it. 3 | Persuasion ‘Self-persuasion is the key to successful influence, then an requires a free | individual must be free to alter his own behaviour or to do choice what he wishes in a communication setting. Table I Explanation of each Components 2.2 The Persuasive Communication Problems in Customer Service Al-Ashaab and Mclaughlin (2017) wrote on their journals about the problems that usually occur in the customer services for airlines sector. They wrote that one of the biggest problem that occur is the lack of problem-solving skill from the customer services in airlines. According to Al-Ashaab and Mclaughlin’s (2017) research, they found the following: Problem solving is a crucial skill in the customer service. Any lack of effective decision making during customer service will lead to dissatisfaction of the customers. Although, there are systems in airlines to handle with customer complaints; the biggest challenge is not only whom will take the quick response tosolve the issues, but also how the handling of issues can become re-used knowledge so the issues will not appear again in the future. This tied back to communication problems (p. 108). Problem-solving skill also needs the customer services staff to have an ability and when the customer service try to explain the way to solves to customer, they need. to persuasive enough to customer believes that their way is the better one, Gizzatullina (2019) wrote on his/her journal about dealing with customer in his/her workplace. The writer will give a bullet point to the problems that on his/her journal. The bullet point can be followed below: a. Woe from Wit: Too "competent" developers, PO/PM. They need to simplify the language they speak to make customers understand what they explain. The customer service officer use special terminology. b. Team Disengagement: The customer service officer do not participate in requirements writing, that is why they are far from understanding of the user needs. ‘Customers do not agree on product/project vision. ¢. Endless Stream: Big amount of unstructured feedback. Big number of users to be analyzed in order to form hypotheses for customers. Back to waterfall or when customers are not flexible and require deadline. 4. Red Tape: Project (product) requirements approval takes a long time, company jurists approve everything very slowly. When customers are big organizations with a Jot of departments, solutions are taken on several steps and often time prolonged.©. Chinese Whispers: Information distortion. Lack of common information model for requirements related activities, Need in establishing one _ universal communication/process standard. f, New Person on Role: (1) Customer-side. After customer representative is fired, it takes quite a long for new representative to understand previously elicited requirements. (2) PO/PM-side. Customer reproaches PO/PM for ex-PO/PM mistakes. 2.3 The Persuasive Strategies Aditama (2016) mention some persuasive strategies in his journal. In his journal, the strategies he uses is based on Aristotle theory that said there are three basic ways to persuade audience of the position: ethos, logos, and pathos. It is known as a Persuasion Rhetoric. Other than using Aristotle persuasion rhetoric, Aditama (2016) also using four hedged as a basis of his study. Those hedges are attribute hedges, reliability hedges, writer-oriented hedges, and reader-oriented hedges. The explanation of the theories can be found in the following table: 'No_| Strategies Explanation 1 _ | Ethos Ethos (Greek for character) refers to the trustworthiness or credibility of the writer or speaker. (Aditama, 2016, p.5) 2 | Pathos Pathos (Greek for suffering or experience) is offen associated with emotional appeal. (Aditama, 2016, p. 6) 3 [Logos Logos means persuading by the use of reasoning. (Aditama, 2016, p. 6) 4 | Attribute Hedges |The ability of words to represents objective points of view, however, itis important to know the context of the topic. (Hyland, 1998. p. 163)3] Reliability Hedges | These hedges acknowledge writer's _ uncertain knowledge and indicate confidence he or she is willing to invest in validity of claim. (Aditama, 2016, p. 13) Hedges 6 | Writer-oriented ‘Writer-oriented hedges are writer-focused and aim to shield the writer from possible consequences of negotiability by limiting personal commitment.(Hyland, 1998, p. 170) hedges 7 | Reader-oriented Core examples of reader-oriented hedges thus address the various dimensions of the social relationship between writer and reader in this genre, (Hyland, 1998, p.177) Table 2 The Explanation of Theories ‘The writer take a sample from the journal as an example that writer will use later in chapter 4, The sample can be found below: 1. Ethos ‘The appeal of ethos in nat English data is demonstrate by following sample: = We argue thatthe intensity of interaction in our SA population contributed to their relative success at maintaining gains made while inthe target environment. (12/ JCFK&MHBIUSA2014) ‘The sample above show the writer's personal stance and personal argument, The sample which use phrases “our study”, “we argue”, “we envisage” and “We scknowledge” show the writer's personal judgments and opinions about the topic and analysis. His uscd to convince readers by showing their personal stances and belifs. Picture 1. Sample from PERSUASION IN INTERNATIONAL JOURNALS: PRAGMATIC ANALYSIS 2.4 The Difficulty to Persuade Customer According to Helio (2012) in his book, he mention that the difficulty to persuade customer is customer feels like they can do everything and anything as long as they satisfied with themselves. “Customer is a king” as they said, even a king must 10obey the rules that agreed upon with his council, so is customer must obey the rules when they entering the area of institution. Another one is from United States, Bureau Foreign and Domestic Commerce (2107) in their book they mention that of why the difficulty appear is the lack of skill or experience the officer themselves. The more expert the officer, the easier he/she persuaded the customer. This indicated that the senior office have higher probability of success in persuading the customer. They can use their past experience in handling the customer, and also their seniority as their credibility. WCHAPTER 3 METHODOLOGY 3.1 Location and Participants The writer conducted study at the customer service’s desk job on the immigration building, The writer study’s participants age range from 20 — 60 years old. All the customer participants were foreigner either male or female. The writer also includes himself and senior as a participants during this study. Most of the customer participant asked for extending their visa. 3.2 Data Collection In carrying out the study, the writer collected the data using the following: 3.2.1 Observation In order to collect data not only their behaviour but also their act and manner during interview, the writer used observation, Due to privacy matters and the condition where the case study took place was busy, so the writer could only take a note after she did interview. The note would be elaborated and explained well. 3.2.2 Theories Theories were used as part of data collection from international journals that were collected to help the writer in finding the answer from his observation. Not only 12helped the writer to get the answer but also knew how concrete the relation between theory with the act. 3.2.3 Notes As mentioned on the first point about observation, the way the writer collects all of his output during his observation is using notes. Because of privacy issues, he decides to write it down on his daily journal as his notes to support his case study that being conducted. The notes are labeled based on the first day the writer starts his case study until the last day. The labeled notes that written by the writer as follows: 3.2.4 Data Analysis For analyzing data, the writer used triangulation of data collection techniques to answer statement of problems in point 1.2. It consisted of three data collections such as observation, theories and notes. The table of triangulation of data collection as follow below: Units Analysis Data Collection Techniques The persuasive communication ‘Observation, and notes problems Tdentify the persuasive strategies used | Observation, notes, and theories by customer and customer service Table 3 Triangulation of Data Collection Techniques 13According to the table 1, the writer brakes down the data which were collected based on units of analysis. In order to explain two kind of units of analysis thoroughly, the writer use data collection techniques by observation, theories, and notes. 3.3 Framework of the Report PROBLEM: 1. What were the persuasive communication problems that occurring while carrying a duty as a customer service at Kantor Imigrasi Kelas I Khusus TPI Surabaya? 2. What were persuasive strategies used by customer and customer service at Kantor Imigrasi Kelas I Khusus TPI Surabaya? DATA COLLECTION 1, Observation 2. Theories 3. Notes OUTPUT 1, A description of the persuasive communication problems that occurring while carrying a duty a at Kantor Imigrasi Kelas I Khusus TPI Surabaya, 2. A description of persuasive strategies used by customer and customer service at Kantor Imigrasi Kelas I Khusus TPI Surabaya. DATA ANALYSIS 1. Elaborating observation and notes 2. Using theories as a basis and discuss the problem 14CHAPTER 4 RESULT AND DISCUSSION 4.1 Descriptions ‘The writer did the internship started from 28" January until 28" February at Kantor Imigrasi Kelas I Khusus TPI Surabaya as a customer service officer. Customer service officer are part of the front officer who directly contact with customer. Customer service officer have a responsibilities to serve the customer including: give explanation to customer, give an advice to customer, helps the customer to prepare a document for either make or extend visa. In this chapter, the writer would like to answer the statement of the problems including (1) find the persuasive communication problems that occurring during the internship and (2) to identify the persuasive strategies used by customer and customer service, 4.1.1 The Persuasive Communication Problems that Occurring while carrying a Duty as a Customer Service When the writer carried duty as a customer service officer, the writer did customer service job description. The writer has handled customer such as answering question, giving some advice, and preparing the documents for customer plus as an 15internship the writer gave a job by supervisor when there are less customer, the writer sorting out the documents. When the writer communicated directly with the troubled customer, the writer problem began when the customer acts more forceful with their argument. Moreover, this isthe first time the writer persuade someone in English. There are two big problems that the writer encounter during the internship, those are the writer lack of problem- solving skill and the difficulty to persuade customer. The first problem the writer want to discuss is the writer lack of problem- solving skill. The writer have two sample for this problem. The first sample can be found below: Customer Service: CS1 Customer: Cl Cl: That will be a problem. We have to go to a lot of places and we are afraid to go without our visa, CSI: Oh don’t worry miss, we will give you a receipt for a temporary passport. Cl: We still worried, can you just give us the exact date for the visa? CSI: Wait a minute... I will ask my senior. According to sample above, the customer have a problem with goes out without his passport, the writer/customer service already give the customer the solution, but the customer refuse it because they were still worried, instead they ask for the exact date 16when their visa will be done. That was when the writer do not know or give them a promise because the writer lack of knowledge. The second sample can be found below: Customer Service: CS1, CS2 Customer: C1, C2. CSI: Ok, wait a second I will bring you the template. CSI: Here it is. You create new exactly like this, but with the name and logo of your university. Cl: 1am sorry, but can you just approve this first, because in order to get an approval from rector, we must wait for at least for four days. While our visa will be expired in three days. CSI: oh... umm, wait a minute, I'll ask the senior first The sample above show that both of the customers are actually want to let their document through even though their documents are not complete yet. Here, the writer/customer service feel for them and want to help them, but in the end, the writer lack of knowledge from this kind of situation, hence why the writer seek advice from senior. Corroborates with Alshahran, Al-Ashaab and Mclaughlin (2017), the biggest problem is problem solving. They argued that problem solving is a crucial skill in the customer service. Any lack of effective decision making during customer service will lead to dissatisfaction of the customers. In what the writer experienced the writer do admit that problem-solving skill is important to customer service officer. The writer tried to put his shoes into the customer and will feel a little bit a disappointed if the one who supposedly the front face do not know how to solve problem in their own institution. 7‘The second problem that the writer want to discuss is persuading customer. The writer have three sample of dialogues between the writer, as a customer service officer, and the customer. The first sample can be found by following: Customer Service: CS1, CS2 Customer: C1, C2. CSI: Ok, wait, will back in a minute CSI: Ok, we will guarantee you that your visa will be finished in 3 days, so can you spare one day to back to Surabaya? CS2: We still worried though. Can you finish it tomorrow? In the sample above, even after the writer give a guarantee or promise to the customer, the customer still hesitant to accept it because they still worried. Another sample can be found below: Customer Service: CS1, CS2 Customer: C1, C2. CSI: Lam sorry, but we can’t give back the passport during the process. I will explain the procedure. I hope this will make you feel better. Cl: Please. CSI: Ok, so, in order to extend your visa, we need your real passport to stamp it and sign it, in exchange for your passport, we will give you a receipt for temporary vis ipassport. Cl: Lam still worried though. 18,The second sample shows that even though the writer give an explanation to the customer, the customer still hesitant to accept it. The last sample can be found below: Customer Service: CS1, CS2 Custom: 1,€2. CSI: it’s the approval from the company. C1: Oh. Umm can you give a slide to this? You know that currently there is lockdown? How am I supposed to get an approval? CSI: Lam sorry it’s already in the rules. Cl: Please! In the last case even though the writer already explain that he cannot help the customer anymore, the customer still insist to let this a side. In accordance with Alshahran, Al-Ashaab and Mclaughlin (2017), Problem- solving skill also needs the customer services staff to have an ability to explain the advice to the customer. Therefore, a good strategy in persuading customer is necessary for the customer service officer to comprehend and implement. 4.1.2 The Persuasive Strategies In this section, the writer want to discuss about the strategies that he use to handle the customer. The first strategy is related to problem-solving. When the writer cannot solve the problems on his own, the writer seek guidance to the senior. The writer 19have two dialogues sample to illustrate this strategies. The first sample can be found below: Customer Service: CS1, CS2 Senior: $1, $2. CSI: Wait a minute... I will ask my senior CS1: Mbak, minta tolong. (Miss, can you help me with something?) Sl: Ya dek.Apa masalahnya? (Yes, what's the problem?) CSI: Itu kan ada orang, suami istri, dari cina, Mereka khawatir karena visanya itu bakal kadaluarsa dalam wakww twjuh hari. (There are Chinese couples who were worried about their visa that will be expired in seven days.) Sl: Ok. (Ok.) CSI: Masalahnya itu katanya mereka mau bepergian keluar Surabaya dalam kurun waktu tujuh hari itu, mereka mau tanggal pasti kapan visa mereka sudah jadi. (The problem is they want to go outside of Surabaya, They want exact date when their visa will be done.) SI: Ok umm... Tanya tanggal travelnya, nanti bawa kesint lagi. (OK umm... ask the date for their travel then bring it to me.) CSI: Ok makasih mbak. (Ok, thank you miss.) In the sample above, the writer seeks help to the senior. The senior then gave an instruction to the writer to ask their date for travel, and then gave it to her again. Later, senior did solved this problem with ease. The second example can found by following: 20Customer Service: CS1, CS2 Ser 2 $1, 82 C: oh... umm, wait a minute, I'll ask the senior first nbak, mau tanya. (miss, I want to ask something?) S: Apa dek? (Yes?) C: umm. kan ada dua mahasiswa mau memperpanjang visa mereka, mereka kekurangan tanda tangan dari universitasnya.(umm... There are wo college students ‘want to extend their visa, but they are missing the approval for their university.) S: Ok. (Ok.) : Masalahnya itu, kata mereka untuk mendapatkan tanda tangan dari universitas, mereka membutuhkan waktu lebih dari 3 hari, sementara visa mereka akan habis: dalam 3 hari juga. (The problem is they said that they need more than three days to get an approval, while their visa will be expired than three days.) S: umm... mereka punya wali nggak? (Do they have a guardian?) C: Kurang tahu mbak. (1 don’t know miss) S: Sebenarnya itu tanda tangannya bisa dari siapa saja, selama orang tersebut berhubungan dengan mereka dan universitas, misal dosbing kalau ada, (Actually the approval can be with anyone as ong that person affiliated with them and university, for example, their advisor) 21C: ohth.. ok mbak, terima kasih. (Ohh.. Ok miss, thank you) Same with the previous sample, the writer secks help to the senior, then the senior give the writer tips that the approval can be anyone as long that person related to organization and the significant one. The second strategy related with how the writer persuade people, The writer listed the strategies that he used in the following table: Strategies Cases Phrase Ethos oe a, We guaranteed b.The faster the better Pathos a, Don’t worry Togos Bese ‘a, We're sorry, we can’t, You see, we need an approval from my boss before we extend it, and we have a lot of file that need to approve, so we need more time than just one day. . Ok, in this paper, there is a law and what should you bring if you want to make/extend your passport/visa here. . Actually, you can just photo this template and send it to your company and tell them to make a new document. d. Ok, so, in order to extend your visa, we need your real passport to stamp it and sign it, in exchange for your passport, we will give you a receipt for temporary visa/passport. ‘Attribute Hedges 223 [Reliability Jat a Suggest Hedges bi b. May 6 | Writer- 1 a. Assume oriented hedges 7 | Reader- 0 oriented hedges Table 4 Number of Using Strategies According to Table 3, the speech act that the writer use are: Ethos, Pathos, Logos, Reliability Hedges, and Writer-oriented Hedges. The writer mostly using, logos compare to other speech acts. The writer will briefly explain each of the strategies that being used: 4.1.2.1 Ethos The implementation of ethos in customer service can be found by this dialog example: “Ok, that’s all we need, we guaranteed your visa will be done in Friday.” ‘The sample above show the writer personal belief and personal argument. “we guaranteed” showing the writer personal argument, Another sample of dialogue can be found below: 23“Ok, we will guarantee you that your visa will be finished in 3 days, so can you spare one day to back to Surabaya?” Same with the previous sample, the writer using “we will guarantee” showing s personal belief regarding the situation, Next sample can be found by following: “If Tmay say something, I suggest if you submit it today, the faster the better, right?” According to the sample above, “the faster the better” showing the writer’s personal belief and stance. 4.1.2.2 Pathos The implementation of pathos in customer service can be found by this dialog example: “Oh don’t worry miss, we will give you a receipt for a temporary passport.” ‘The sample above show the writer tried to ease the customer feeling. “Don’t worry” showing the writer gave an assure the customer feeling. 4.1.2.3 Logos ‘The implementation of logos in customer service can be found by this dialog example “We're sorry, we can’t. You see, we need an approval from my boss before we extend it, and we have a lot of file that need to approve, so we need more time than just one day.” 24In the sample above the writer support his argument with explaining the procedure as a reason. Another example can be found below: “Ok, in this paper, there is a law and what should you bring if you want to makelextend your passport/visa here. ‘Same with the previous sample, the writer explaining the procedure to persuade people. The next sample can be found below: “Actually, you can just photo this template and send it to your company and tell them to make a new document.” In the sample above, the writer use “Actually...” before explaining the reason is to illustrated that the customer has an alternative. The next sample can be found below: “Ok, so, in order to extend your visa, we need your real passport to stamp it and sign it, in exchange for your passport, we will give you a receipt for temporary visa/passport.” According to the sample above, the writer explain the exact procedure to persuade the customer. 4.1.2.4 Reliability Hedges The implementation of reliability hedges in customer service can be found by this dialog example: “If may say something, | suggest iff you submit it today, the faster the better, right?” 25‘The writer use “suggest” showing that the writer willingly validity his claim ‘The next sample can be found below: “If may say something, I suggest if you submit it today, the faster the better, right?” According to the sample above, the writer using “may” showing that he willingly put his foot on his claim. The next sample can be found by following: 4.2 Obstacle 4.2.1 Obstacle in Facing the Communication Problems in Persuasion ‘The writer found several obstacles during the internship as a customer service in Kantor Imigrasi Kelas I Khusus TPI Surabaya. First, the writer himself did not know many vocabulary that usually use to persuade someone. The writer also feel intimidated by some customer because it looks like some customer already use to come to immigration office, so sometime the customer who teach the writer not the other way around. Also, this is the first time the writer work as a customer service, so the writer also feel nervous and sometime stumble into the words. Furthermore, the writer also wondering if the advice that he gave to some customer is right, because usually those kinds of thing is handled by senior. The writer also intimidated by the senior. It is not because the senior scary or anything, but seeing the senior who easily handle almost every request and fluently speaking English is enough to make the writer nervous. 264.2.2 Obstacles in Using the Strategies of Persuasion When the writer began the internship, the writer had no idea about anything related to customer service. The writer did not know how to handle it when there was a customer come to asking for advice and how to communicate properly with people who have different backgrounds and cultures. The writer also did not know about the acronyms used in the workplace because the writer had no experience working as a customer service. The obstacles that the writer found when the writer did not tried to using the strategies, because admittedly the writer just found the strategies by the time the writer wrote this report. That is why the writer did not found many strategies being used this, study, 4.3 Added Values 4.3.1 Added Values in Facing the Communication Problems in Persuasion Facing the problems of communication problem was not easy, but there were some added values that the writer received. Through this point, the writer got new experience and strategy about how to deal with people in under pressure situation and how to communicate with people from different country and culture in the business world, 274.3.2 Added Values in Using the Strategies of Persuasion Being a customer service was not an easy job for the writer at first because the writer had no experience to begin with. Being a customer service also should be ready in every time even when it is on late hours. Besides, the writer had no experience of working with people from different countries and cultures. But, from the writer’s experience during his internship in Kantor Imigrasi Kelas 1 Khusus TPI Surabaya, he got added values about using strategies in persuasion. The writer finally knew how to be responsible for his job and the writer know how to communicate and deal with people who have different cultures and backgrounds properly. Even though at first the writer had many mistakes during the process but he could manage to learn from his mistakes. 4.4 Related Courses 4.4.1 Computer Application This course taught the writer how to operate computer software, especially in Microsoft, both in Microsoft Word and Excel. The writer used a lot of Microsoft Word and Excel to wrote the documents and sorting the names of customer. This course helped the writer to make good documents. 4.4.2 Cross-Cultural Understanding This course helped the writer a lot to understand how to handle people and also to communicate with people from different countries and different cultures in a work situation. 284.4.3 Structure ‘This course is important because the grammar is the main concern in English. Having good grammar is important for writing and speaking skill in English. This, course supports the writer because it helps her to do her tasks during her internship and final report 4.44 Speaking This course supports the writer during her internship to communicate with the international academician. Since, her position has more communication with international academician. 4.4.5 Ethic and Personality (Etika Kepribadian) Having good behavior in job field is important. Thus, this course has taught the writer during her internship to improve good behavior in office area and also the ethiCS1 to adjust herself in adapting job field area. 4.4.6 Psychology of Services (Psikologi Pelayanan) Besides the writer conducting her internship in Hospitality-welfare service, the writer also became costumer service. Thus, this course supports the writer during her internship to understand how to give good service for the costumer and serving international academician well. 294.4.7 Public Speaking As a customer service officer the writer is required to have a good public speaking for explaining or giving an advice and the information about the company. This course really helped the writer to be confident when speaking to the customers, ‘moreover, the customer service officer is the first impression of the institute, so that the writer public speaking ability is required. 4.48 English for Office Management This course taught the writer about the how to manage and organized stuff while working in office, this course also helped the writer to manage thing and organized job at the office. 30CHAPTER 5 CONCLUSION AND SUGGESTION 5.1 Conclusion There will be several parts of the conclusions based on the previous chapters. ‘The writer mentioned the statement of the problems on the chapter one, those are: a. What were the persuasive communication problems that occurring while carrying a duty as a customer service at Kantor Imigrasi Kelas I Khusus TPI Surabaya? b. What were persuasive strategies used by customer and customer service at Kantor Imigrasi Kelas I Khusus TPI Surabaya? The writer chose this eases based on the writer’s experiences interacting with the customer during the internship as a customer service staff as one of my duties that the writer must fulfilled. In the description’s section, the writer gives an initial descriptions of how the writer encountered the problems in the first place, what kind of problems, and dealing with it at the same time during the internship. Furthermore, the writer also mentioned the obstacles that the writer met during the internship such as, the lack of experiences of being customer service staff, vocabularies, and communicating with a foreigner.Some of added value that obtained by the writer are, the writer got new experience, the writer learned about the strategies to deal with people in under pressure situation and how to communicate with people from different country and culture in the business world. From the explanations above, hopefully the writer could use the experiences that he gained during internship and use it for the future. 5.2 Suggestions 5.2.1 Suggestion for the Institution ‘The writer suggests that Kantor Imigrasi Kelas I Khusus TPI Surabaya can improve their servi "es So that it can be a good image of Indonesian citizens in the eyes of foreign visitors. The writer also hopes that the immigration office can establish good relations with Universitas Airlangga. 5.2.2 Suggestion for the English Diploma The writer suggests the English Diploma to give more attention to students, who will do internships, especially those who will do internships in government agencies in order to get appropriate case studies.REFERENCES Aditama, M. G. (2016). Persuasion In Internationals Journals: Pragmatic Analysis. Persuasion In Internationals Journals: Pragmatic Analysis, 06-15. Bader AlShahran, D. A-A. (2017). The Initial Study of Problem-solving in Customer Services in the Airlines’ Sector. International Journal of Economies and Management Systems, 108-109. Garcia, H. F. (2012). Power of Communication, The Skill to Build Trust, Inspire Loyalty, and Lead Effectively. Upper Saddle River, New Jersey 07458: Pearson Education, Inc. Gizzatullina, I. (2019). Empirical Study of Customer Communication Problem in Agile Requirements Engineering. Empirical Study of Customer Communication Problem in Agile Requirements Engineering, 1262-1263. Grant, M, (2020, July 01). Customer Service. Retrieved from Investopedia: investopedia.com/terms/c/customer-service.asp Hyland, K. 1998. Hedging in Scientific Research Articles. Amsterdam and Philadelphia: John Benjamin Publishing Company. James B. Stiff, P. A. (2016). Persuasive Communication, Third edition. New York: ‘The Guilford Press. 33James Price Dillard, L. $. (2013). The SAGE Handbook of Persuasion Developments in Theory and Practice, Second Edition. Thounsand Oaks, California: SAGE. Modrea, A. (2012). Procedia Economics and Finance 3. Emerging Markets Queries in Finance and Business, 1089-1090. Perloff, R. M. (2003). The Dynamic of Persuasion: Communication and Attitudes in 21st Century, Second Edition, Mahwah, NJ: Lawrence Erlbaum, United States, Bureau Foreign and Domestic Commerce . (2017). Industrial Series, Masalah 22. Ohi .S Government Printing Office.APPENDICESSURABAYA IMMIGRATION OFFICE fe —— ooAppendis 3 the write's desk Cal — er i = fleck Appendices 4 Structural Organization 37Appendix 5 the writer's notes 38BIOGRAPHICAL SKETCH The writer is Yusrin Naovan, he was born in Lamongan, April 23° 1999. He completed his elementary school at MIM 1 Pangketrejo and then continued to junior high school at SMPN 1 Maduran, He went to SMAN 2 Lamongan to complete his senior high school education. To develop the knowledge he gained from the language department while in high school, he decided to enter the English language diploma program at Universitas Airlangga.