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Customer Service in Japan vs in United States

by BBelew57 on July 17th, 2007

I am often asked what I miss the most about living in Japan.

Hands down, it's the customer service.

That's saying a lot considering the high quality of the goods that are 'made in Japan.'

But, dang it, Japanese get things done right, and they get it done right the first time.

There quality control system isn't 'bring it back and we will do it again.' It isn't 'bring it back and we will replace it for you.' Japanese get things done right, with a smile that begs you to want to come back…if for no other reason…the smile.

I was in Japan for less than a month when I bought my

first car…a used Honda Civic.

About a month later, Mr. Honda (no relation to the car. It was his name.) showed up at my front door. "Beru-san, kuruma wa dou desu ka?" He wanted to know how my used car was doing. A used car salesman showed up at my door a month AFTER the sale to find out how things were going. That's customer service. 

I, my teachers, friends, probably bought 100 cars from Mr. Honda in the 20 years I was there.

Customer service in America - Uh, what customer service?

Just today I was on the phone with the labor dept in San Jose. They are more than 4 months past due on a decision. When I got them on the phone, I sat on hold for 35 minutes. The guy picked up the line surprised I was still there - seriously. When I got the decision maker on the phone she got angry because SHE WAS 4 MONTHS LATE!….Another call to Verizon and 27 days into my 30 day warranty on a new service and the product still does NOT work. Call backs do not call back…blah blah blah.

Customer Service in America? what customer service. 

It's what I miss about Japan.

Where do you get the best customer service?

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POSTED IN: Doing Business in Japan