By Peter Hanami
Japanese customer service can be known
for its quick response to customer concerns whether it be a meal in a
restaurant, handling a complaint, making an appointment, getting a delivery or
getting a service technician to visit your home to repair an appliance.
Let's start with an example of when
you buy a shirt from a store, take it home, try it on and find that the button
hole is faulty, not made properly and won’t allow the button through. You call the
store, tell them the problem, same day they send a representative to your home
with a replacement shirt, same size, and colour (within 3 hours of your call)
and collect the damaged shirt. They arrive on time and take the shirt back to
the store for you. I have experienced this type of customer service first hand
with Japanese retailer Uniqlo.
You order a book online and it gets
delivered the same day you ordered it. This is possible if you order books held
in Japan
Your out shopping and a parcel
delivery comes while your out. A note is left with the details of the parcel.
To get the parcel you simply call the phone number on the note, enter the codes
for the time you want it delivered, say 7pm and you can arrange it without
speaking to anyone. Fast, quick, smooth and seamless.
It's time for a haircut, so you visit
your local barbershop, put the money for the cut in a machine and it prints you
a ticket, you sit down and wait to be called to the chair. QB House is a franchise chain all over Japan
Had a long day at the office and your
late home but don't want to cook. So you decide to stop for a meal at a
restaurant. You make a selection from the menu over 30 items, you pay using a
vending machine, you receive a ticket, you hand it to the store staff and they
check your order, and size. Then proceed to make it fresh and serve it to you
piping hot within 5 minutes of ordering or even quicker. When you visit Japan
My final example is about having an
appliance repaired in Japan
Quick response is an essential part of
Japanese customer service whether it be food delivery, telephone answering,
bookings, appointment or repairs.
It has become such an integral part of
the delivery that the customer just expects it, all the time.
That reminds me about the history of
sushi,
“Originally sushi was a
popular food sold from the mobile stalls known yatai. It appealed to the busy
people of Edo (Tokyo
Quote from " Illustrated
Eating in Japan ” by JTB Travel, page 22.
Copyright. Peter Hanami. 2008. All Rights Reserved.
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