<pre>Case study 3: 8th April 2008, KLCC, Malaysia: Japanese Service
We have had so many experiences where we were given the best explanation when we were just laying our eyes on an item but were rushed by the sales person right after we made the payment. They tend to explain in a quick and incomplete sentences as if they were in a hurry. They were made to be like this because of the company itself which focuses too much on the sales incentives rather than service incentives. This is a norm so much so that even the rich who goes to classy malls will not be offended by this low class services.
Working in a Japanese electronic company is indeed my interest. I think I'm the only staff who is making little sales every month and still manage to stay. For me, service should come before sales and thus changing the phrase 'Service and Sales'.
Japanese customer very rarely will come in and make purchases but me & my colleaque were visited by 2 ladies when I was busy thinking why my payday was delayed. Since he was new to mp3 mp4 players, he asked for my help and we tried assisting them.
She and her friend were looking for an mp3 player which also supports mp4 medias and since we only have 1 design, there was nothing I could compare. She was curious about displaying titles in original Japanese characters. I was having a hard time explaining in both English and Japanese how it works since the language selection includes Korean but not Japanese when it was a Japanese product and since we couldn't demonstrate the language display, they left for another store. Only during their absence were we able to find few video clips with Japanese titles and were displayed nice and fine. One more reason for me to sigh. Not long after, they came back and told me that the staff told them that Japanese title display was impossible so I showed them clips we found and they were very happy with it and were later disappointed with the stock's availability issue.
In the end she got herself a 4Gb one. I gave her the oversea warranty but she said she stays in Ipoh, Malaysia but just in case they were going back, I insisted. I later guided them into a place where I could explain and get through their purchase before they left just to make sure everything works and they'll have no difficulties using it. Her friend was undoubtedly having no ideas as of why I guided them away from the exit.
After the explanation session, I was told that our service was very good and I was kind and I told them it was part of our service while trying hard not to blush. Isn't it nice having friendly customers? I personally look forward very much for their next visit.
For me, Japanese are well-known for their politeness. They kept on apologizing for troubling me which I find it very awkward accepting one from customer. As far as I could remember, customers are treated like king in Japan so I was a little nervous about my service. Japanese are also well-known for their good service. Was my service good enough? Or were they just being their polite self? If they were to rate from 0 to 100 for the satisfaction they received from their visit, I doubt they will rate it more than 50. I was having a great day anyway appreciating their compliment and feel I could survive even if my payday was delayed for another week.