3.3 Do you really think "Customers are King"??

Japanese service is not "service". It is so superficial, because Japanes workers connnot work without their mannuals.As the article written by Dean Rogers stated Japan companies have made their manuals too hard. I would like to tell you my experience. When I worked in a bank, I had to follow a lot of manuals and the company laws. The manuals suggested ways of apologizing to customers! In fact, I tried my own kind of customer service first, but some superiors didn't like that. So, I stopped my own action and followed the rules. I believe Japanese workers just follow their manuals. So, even though I received polite service at shops, I cannnot be happy with the shops clerks, because they aren't doing their jobs from the bottom of their heart.
Japanese are so serious and we have obeyed the rules to the letter. Originally, Japanese companies made their manuals for their customers. However, Japanese follow the rules strictly, so the services become rigid. I sometimes wonder whether such superficial services really have value or not.

Satoko Matsuda