Applying Omotenashi (Japanese customer service) to your work

RailsConf 2019 - Applying Omotenashi (Japanese customer service) to your work by Michael Toppa


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“There is customer service, and then there is Japanese customer service.” - Tadashi Yanai, CEO, Uniqlo

Americans visiting Japan are often dazzled by the quality of customer service they experience, but usually mistakenly perceive it as a well-executed form of customer service as they understand it from Western culture. The American notion of “the customer is always right,” does not apply in Japan, yet customer dissatisfaction is much less common. We’ll explore why this is, with some entertaining real-life examples, and discover lessons from it that we can apply to our work in the software industry.

RailsConf 2019