Service industry takes stand against customer abuse in 'polite' Japan

Too many entitled and badly behaved people these days, don’t half make me cross.

I’ve seen signs at many businesses here in Australia regarding abusive behaviour towards staff, if it happens then quite often the manager would ask the person to leave. Worst case Police are called.

But I’d imagine in Japan this may be very difficult given the service culture.

I’ll have to check out what the ‘Japan Harassment Association’ get up to when they meet.

One of the best and easy ways to handle all this is to put the manager or the supervisor on the frontline, they get paid to do that.

If a customer has a complaint they speak to him or her and NOT the employees.

Then managers has the power and authority to decide and handle the claim as they see fit.

Employees should never be subjected to this abuse as they have no Powers what so ever.

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I think the trope of great customer service in Japan is overblown myself. Sure there are sleights of hand to get you focus on what you are being given, like excessive welcoming of customers into shops or some elaborate packaging but for a large part it is: you will get what you are given and like it.

Japanese service isn't any better than other countries, just because they are polite and smile it doesn't mean it's good service. I can give dozers of examples where staff don't know their job, simply refuse to be flexible or keep apologizeing with a stupid grin on their face. The worst is when they keep repeating " that's not possible" without an explanation

Public manners are getting worse in Shibuya…..perhaps because there are no Yakuza underworld police anymore???

It's kind of true customer service on Japan is overrated. Try asking one of the combini autonamatrons a question in Japanese and you can expect a blank stare or irritated look. The frontline staff are not prepared to deal with customers and seriously need training to be able to do so.

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If you go offscript at most stores in Japan, particularly conbinis, you are met with stares, frustration, passive aggressive tactics, and overall, an inability to fix whatever problem you're having. For example, if you try to tell conbini staff not to put twenty waters in one plastic bag and you have asked for two bags, and then the staff still puts all the waters in one bag and leaves that extra bag on the counter not used at all, well, things can get tense pretty quickly (And before you ask why in the world would I order 20 waters, I often work at live events and need them for the performers). Yet the staff just act like you are the idiot, not them, and then when your bag breaks a few seconds later as you're walking out of the store, the staff don't come over to help you at all.

I hate to say this because I'm a foreigner, but conbinis hiring all of these foreigners isn't helping things either. They really don't care about helping you at all, and often are even worse than Japanese staff who, at least in their defense, don't understand you when you go offscript. In one instance, when I complained about the aforementioned issue (It happens weekly for me about the bag issue), the foreigner came from behind the counter and tried to assault me.

I think the longer you live here, the more you realize that customer service here is actually pretty third world. Ever try to order Dominos Pizza here and request extra cheese on your American pizza, and it's the exact same amount of cheese as regular American Pizza. And then when you complain and get the usual "Taihen moshiwakegozaimasen" from the Dominos staff, they will make you another pizza with exactly the same amount of cheese that caused the problem in the first place? Or ever try to ask for ketchup at any restaurant and they will give you a tiny little cup smaller than your fingernail full of ketchup for a whole plate of fries? I mean. So when people get upset with the staff over being inconsiderate of other cultures and what not, you are somehow to blame for all of this, and the Japanese often think as long as they pull out a dogeza or two, everything will just kind of work itself out, and the problem will just...faaaade awaaaay. It's the same in relationships... this is typical Japanese style of handling problems. They don't.

Japanese service isn't any better than other countries, just because they are polite and smile it doesn't mean it's good service.

Amen to that. How many times have you been at a restaurant in the middle of a meal and been shoved about to different tables. Or god forbid going off menu.

Try listening to why the customer might be enraged in the first place.

when I complained about the aforementioned issue (It happens weekly for me about the bag issue),

So you order 20 waters on a weekly basis and have never thought to bring your own (sturdy) bag to avoid wasting all those flimsy plastic bags every week?

Hmmm

So you order 20 waters on a weekly basis and have never thought to bring your own (sturdy) bag to avoid wasting all those flimsy plastic bags every week?

So basically, if the store has a ridiculous policy of customer service based on a true lack of common sense, I should be the one to change and go along with the same stupid thinking? Most Japanese bring their own bags for this reason probably, instead of speaking out and saying something to effect change.

So to sum up your snarky comment: Don't complain, just accept it, and sidestep the problem instead of address it until the problem gets fixed. In other words, I should just lie down and take it?

Got it. Third world thinking 101 at full display here folks. Exactly my point.

Yeah, one of the legacies of the lockdowns. So many people have lost a sense of cordially and basic decency toward others.

Amen to that. How many times have you been at a restaurant in the middle of a meal and been shoved about to different tables.

Erm, never. I've never been shifted to another table. I've been asked to move up a seat or two at the counter, but nothing like you mentioned. Does this happen often to you?

For example, if you try to tell conbini staff not to put twenty waters in one plastic bag and you have asked for two bags, and then the staff still puts all the waters in one bag and leaves that extra bag on the counter not used at all, well, things can get tense pretty quickly

This is BS. No way would the staff do that, and even if they did what were you doing whilst they were doing it? Why didn't you say something? Or order 4 bags?

I did once have an elederly conbini worker ask if I wanted chopsticks or a fork with my bento. I said chopsticks but she gave me a fork anyway. I said I wanted chopsticks, and she said they automatically give foreigners forks. So I asked her why she bothered asking, and she said it was because I was a regular. Bizzarre but quaint.

I treat all people who serve me with respect and gratitude.

I hope that this is true and they will not treat crazy customers like gods and humiliate themselves, enduring all sorts of harrassment. An ex of mine was a flight attendant and customers sometimes grabbed her behind. The company told her to just accept it and move on -- easier than making a scene.

However, I have been reading this article for two years or so and I haven't seen much change.

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This is BS. No way would the staff do that, and even if they did what were you doing whilst they were doing it? Why didn't you say something? Or order 4 bags?

Not BS.

I generally don't waste my time coming onto this site to post anything, but when I do, I make sure it's exactly as it happened. I know the people who regularly read this articles like people to produce receipts and give blood to prove their point. I am not exaggerating... I wish I was, but I am not. This happens regularly. And of course I say something, but nothing changes. Ever. I have ordered four bags before, actually... three were left on the counter while only one was used. Welcome to the ineptitude and insane logic of "Customer Service" of Japan.

And if you don't believe me, maybe Japan Today will let me post a video. I would be happy to show this on video because it happens so often.

I have ordered four bags before, actually... three were left on the counter while only one was used. Welcome to the ineptitude and insane logic of "Customer Service" of Japan.

So open up the bags and start putting the bottles in yourself. I'm not really sure what you expect from a convenience store. You sound like part of the problem the service industry is trying to solve here.

three were left on the counter while only one was used. Welcome to the ineptitude and insane logic of "Customer Service" of Japan.

This is deep-dig BS. Why didn't you say something?

I find it hard to believe that you ordered 20 bottles of water and 4 bags and the clerk put all 20 in one bag. I may do the same several times tomorrow just to reassure myself that it's ludicrous.

And if you don't believe me, maybe Japan Today will let me post a video. I would be happy to show this on video because it happens so often.

Ah! Now I see. You were too busy filming it to say anything to the clerk. Bloody youtubers, they were probably trolling you.

I generally don't waste my time coming onto this site to post anything, but when I do, I make sure it's exactly as it happened.

Lol, sure. Order more bags. Maybe six.

Which convenience store has 20 bottles of water on its shelves.

So basically, if the store has a ridiculous policy of customer service based on a true lack of common sense, I should be the one to change and go along with the same stupid thinking? Most Japanese bring their own bags for this reason probably, instead of speaking out and saying something to effect change.

So you're happy to go to the store and buy 20 plastic bottles of water and carry them back to your workplace in plastic bags, but you're too precious to carry a reusable bag to the store? And you wonder why I am being sarcastic? The UK now makes retailers charge customers for their plastic bags. Maybe that's the change you would like to see effected?

The NomadToday 05:09 pm JST

Japanese service isn't any better than other countries, just because they are polite and smile it doesn't mean it's good service. I can give dozers of examples where staff don't know their job, simply refuse to be flexible or keep apologizeing with a stupid grin on their face. The worst is when they keep repeating " that's not possible" without an explanation

I agree. The definition of "great customer service" varies from person to person but for me it's getting what I want in a timely manner or getting a reasonably suitable explanation of why it's not possible. Bowing is NOT customer service. Last week, I was on a domestic flight trying and failing to connect to the in- flight wi-fi. I didn't even ask but the flight attendant had already diagnosed the problem, came over, took the phone and set it up. She could have just left me there to fumble with the phone as I had not even noticed she was there. THAT was fantastic customer service, especially since for the most part they usually avoid even making eye contact with me.

Anyway, from my own experience, those that are nasty to shop assistants are those that are treated like dirt in their own jobs.

I have never seen any customer being disrespectful in public in Japan but plenty elsewhere...

The example given in the article about being reimbursed about products has nothing to do with harassment.

Japanese are for most hopeless in dealing with situations outside the box.

Me and a friend intervened once when we saw a staff member being abused by a customer at a Starbucks. We stood just out of view and chanted 虐めないで. over and over. The customer eventually left and the staff member thanked us and offered us free drinks (we declined) and said that the customer had regularly been harassing the staff.

Don’t let customers bully the staff.