Japanese customers rate customer service a key component of business interaction and expect it to be of a high standard

"Fifty-eight percent o(of Japanese customers) indicated that the "quality and competence of the service personnel I deal with" is important. .. The importance of the personal interaction is a key cultural aspect of work in Japan. Companies able to establish a more personal connection in their service operations are rated much higher"


Source:Customer Service Is Crucial in a Downturn
Brian Sprague
Business Week
May 15, 2009
http://www.businessweek.com/globalbiz/content/may2009/gb20090515_384778.htm