Warmhearted hospitality plus unforgiving customers equals the world’s highest service standards.
Japan has become world-famous for its incredibly polished customer service, which isn’t something you’ll find only at premium-priced hotels and leisure resorts. Just about any shop or restaurant you go to in Japan, right down to convenience stores and fast food joints, will be staffed by courteous clerks and servers.
To explain this phenomenon, sociologists often point to the importance of respect and humility that are so deeply ingrained in Japanese culture. In our increasingly cynical world, it’s refreshing to see the concept of “you should treat the people who support your livelihood with polite kindness” be treated as such an obvious truth, but it turns out there’s also a less warm and fuzzy reason for Japan’s stellar service standards.
American Express International recently conducted a survey, collecting responses from 1,000 people each in Canada, Hong Kong, India, Italy, Japan, Mexico, Singapore, the U.K., and the U.S. regarding their customer service expectations. Specifically, researchers asked the participants how many times they’d