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お客様
(O-kyakusama)
“Customer”
神
Kami
神 (Kami)
“god” or “diety”
“Customer is god” vs. The Customer is King
DNA of Japanese customer service
Quality is paramount
Never say “No”
義理
Giri
義理 (Giri)
“Duty” or “Obligation”
Obligations vs. Rights
Always do one’s best
Stability and Long term commitment
形 Kata
形 (Kata)
“Form” or “Pattern”
Martial and cultural arts - Perfection
Correct and expected forms of behavior
Form over content
敬語
Keigo
敬語 - Keigo
“Respectful Language”
Respect other & Humble oneself
Taught to employees
挨拶
Aisatsu
挨拶 (Aisatsu)
“Greeting”
Customers & Colleagues
Formal and ritualized – Retail experience
New Year’s Greetings
改善
Kaizen
改善 (Kaizen)
“Change for the better”
Manufacturing and Customer Service
Continuous improvement attitude
Always strive to do better
思いやりOmoiyari
思いやり (Omoiyari)
“Empathy” or “Anticipating needs of others”
Form of social intelligence
Proactive service
High context culture
おもてなし
Omotenashi
おもてなし (Omotenashi)
“Japanese Hospitality”
Offering service without expectation
Ability to serve a guest appropriately
Embodiment of Japanese customer service
Thank You!
19
Contact Info:
Anthony Blick
Marketing and PR Professional
LinkedIn:
jp.linkedin.com/in/anthonyblick
Twitter:
@AnthonyBlick

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