Dr. WAN Yau Ni, JennyJennyDr. WAN Yau Ni2017-07-272017-07-272015-04-10In Proceedings of First International Conference on Linguistics and Language Studies, ICLLS 2015 (p. 164-179).http://hdl.handle.net/20.500.11861/4274http://docs.wixstatic.com/ugd/2b7f97_7ff850f68c68469bb7943b3054af7ffe.pdfIn call centre communication, the only channel of communication between Customer Service Representative (CSR) and customer is the telephonic conversation. However, little attention has been focused on linguistics analyses of authentic complaint calls or calls with "communication breakdown"...enConference Paper