Trivia: Why is customer service in Japan world-class?

May 24, 2021

Q.

Why is customer service in Japan world-class?

A.

“The customer is God” is a famous concept in Japan that illustrates just how important customers are to service industries. The customer always comes first. Employees are trained to know all of the facts about products and are trained to speak in a well-mannered, honorific way called “keigo”.

Even when a customer makes illogical complaints, employees will keep apologizing for the emotional stress that the customer experiences. This applies to non-luxury shops as well. Even at the convenience store, customers are treated politely by employees.

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