Hospitality as a matter of fact
Approaching customers in an accommodating but efficient manner is not considered a service but a matter of fact in Japan. Especially industries with frequent interactions in the front-end like the service sector are susceptible to fluctuating customer satisfaction. Since one bad interaction can make or break the likelihood of generating repeat customers, staff training and fast work processes are emphasized in business management.However, the importance of customer service does not end with the purchase. In a marketing environment, in which praise and complaints can be spread quickly to a large audience through social media, companies must manage the risk of losing potential customers through rumors about bad after-sales care. While Japanese consumers are not prone to posting their experiences online, negative reviews especially from acquaintances can significantly hamper marketing efforts even before the first contact.
