Customer Service??

[Mcgavins]

I am just sitting here at the airport in Osaka waiting for my flight back to Canada and I got to thinking how much better (and it is not even close) the customer service is here in Japan compared to what we experience.

Airlines - So far, I have taken 3 flights that have originated in Japan and everyone of them has been on time and on one of them the pilot came on and sincerely apologized that we were going to be 10 minutes late into our destination because of head winds. He went on about how this was unavoidable and he must have apologized four times for the inconvenience of the 10 minute delay! On every flight, the attendants came by at least every 15 minutes offering a drink, garbage disposal, etc and this was in the economy cabin. I was floored by the attention to detail and the kindness they showed, particularly to the guys who couldn't speak a word of their language .

Bullet trains, subways, buses - All on time, to the friggin minute, I'm telling you if the sign says it's leaving at 1:02, it's leaving at 1:02.

Restaurants, pubs, etc. - All bowing, smiling, welcoming, interested in helping you if you needed it. They wouldn't take a tip if you insisted, literally had a server chase us down the street to return the $10 we left her.

I could go on and make simple comparisons to Air Canada, etc, however that's just waste of space, as you all know the story.

What I'm wondering is for those of you who have travelled recently, post your experience around this topic, I'm interested to here.

It was shocking to see all of these people in the service industry genuinely enjoy their job.

[Phanuthier]

Same thing in Asia

Perfect example, when I went to China last year, going through customs, they had a quick little "rate my service" and the women had 2/4 stars. I waited about 10 seconds in line, it took her 4 seconds to process my papers.

Every time I go to the USA, or Western Countries in general, they ask me "Where did you go? Why did you go there? What is the purpose of your trip?" Take a guess, genius: business, visiting family or vacation. I'm there to spend my money on your country.

Flying in North America can be brutal sometimes. Calgary and Edmonton aren't bad, but Vancouver, Toronto and major US hubs like Denver are a nightmare. Slow, rude personal, people running around like their hair is on fire.

Transportation - victim of urban sprawling I guess. Hong Kong has the best transportation I've ever seen myself.

Services - I really don't care very much about services in restraunts, bars et al, but the USA has to be the worst. Whether I am a airport, US immigration office, fast food service, restrant, post office, or what have you, I just find Americans not to be polite. Could just be their society, who knows, but there's no thank you's, please or excuse me. For example, when I was at the bank a few weeks ago, I had just opened a account and did the whole registration process; at the end, the lady just goes "ok" and turns back to her screen and goes back to work; I was confused, so I ask "uh, are we done here?" Her response: "yup." No thank you, not even a bye. Canada, OTOH, is really good about these type of manners. Europeans seem to be the best for service industry manners.

[llama64]

Tipping is considered rude in Japan unless it is for personal service. http://www.japan-guide.com/forum/que...ay.html?0+6974

Personally I think it's a far, FAR better system then the crap we have to put up with in North America. Waiters seem to expect tips and hold food/service at ransom if their customers seem dissapointed (ever seen Waiting?, yeah...). There is no respect for the customer in American/Canadian society. It's reflected in tip jars at coffee shops. Why are there tip jars in coffee shops? Are they giving us service? Will putting a toonie in that jar "insure prompt service"? No, it won't. And yet we are still faced with that damn tip jar.

Heck, we face it on many Interac machines now! And yet, if we do not tip and it is noticed, we get downgraded service. Tipping should not be a norm, it should be an exception.

My word... I'm ranty today.

[flip]

Originally Posted by Phanuthier

Same thing in Asia

Just pointing out the obvious but I'm pretty sure Japan is in Asia.

[4X4]

It's kinda weird how things can be so different in other places. I found it really strange how punctual everything is in Switzerland. Like the OP said, to the minute. I had to get from one city to another and had to transfer trains three times. My friend bought me the ticket and explained to me that it was imperative that I found the right platform immediately. Boy was she right. I would pull into a station at 8:03 (just like the ticket says) and then have to find platform 20 in three minutes because my connecting train would leave at 8:06. Not 8:05 and not 8:07. 8:06.

Of course it was such a contrast because I was coming from Italy, where they only wear watches for the bling factor. Nobody is on time for anything there. Hell, you don't even make official time reservations when meeting a friend. You just agree to meet in either the morning, the afternoon or the evening. Then you just sort of call around that time and refine a meeting time.

Busses and metro don't even run on a schedule. They just sort of increase service and decrease service depending on the time of day or the day.

And as for inter city trains, woo hoo. Have fun meeting a connecting train in Switzerland. Train drivers go on strike at the drop of a hat and then get back to work two hours later. Or two days later. Or just whenever. It's hilarious. I'd be standing at the train station watching the schedules (not for fun, because I had to) and suddenly all the train arrival times would change to 'sopresso'. That means that the drivers decided to go on strike and the trains aint moving until they feel like coming off strike.

Sometimes they would plan it in advance and there'd be an article in the newspaper saying that there was going to be a strike the next day.

And as for general customer service in Italy, fuhgeddaboudit. Either your server liked you or he/she didn't. So you either got good service or not. Or maybe none at all. I've sat in pubs and been served three or four times and the table next to me is completely ignored. And that happened to me as well until I learned to be very clear that I was canadian and not american. Boy they hate the yanks over there.

[Traditional_Ale]

Originally Posted by 4X4

And as for general customer service in Italy, fuhgeddaboudit. Either your server liked you or he/she didn't. So you either got good service or not. Or maybe none at all. I've sat in pubs and been served three or four times and the table next to me is completely ignored. And that happened to me as well until I learned to be very clear that I was canadian and not american. Boy they hate the yanks over there.

I found having a Canadian flag sewn on a backpack or something was a good tip-off.

[Kipper is King]

Originally Posted by Phanuthier

Vancouver, Toronto and major US hubs like Denver are a nightmare.

Pearson is a joke. Several times I have been through there, and it always seems like the employees there are grumpy. Must be Maple Leas fans!

[Phanuthier]

Originally Posted by flip

Just pointing out the obvious but I'm pretty sure Japan is in Asia.

oops meant China

[Swarly]

Originally Posted by Mcgavins

Bullet trains, subways, buses - All on time, to the friggin minute, I'm telling you if the sign says it's leaving at 1:02, it's leaving at 1:02.

It makes it a lot easier since they are constantly running at max capacity, there is no room for variance. Here at a train stop any number of people could be getting on or off so it varies. There the doors are always open for max time as thousands of people get on. They even have shovers to get as many people as possible on.

[maverickeastwood]

Just a quick breeze through this thread and I had to ask myself "how is customer service"? I moved to Grande Prairie...same province, same country and it is absolutely substandard. You're ignored, cutlery dropped on the table, the wait times are out the door and tips are expected. Short staffed?? Maybe. Work ethic?? none whatsoever. Too many rig-pigs?? Yup you betcha. I dunno

[BuzzardsWife]

Originally Posted by maverickeastwood

Just a quick breeze through this thread and I had to ask myself "how is customer service"? I moved to Grande Prairie...same province, same country and it is absolutely substandard. You're ignored, cutlery dropped on the table, the wait times are out the door and tips are expected. Short staffed?? Maybe. Work ethic?? none whatsoever. Too many rig-pigs?? Yup you betcha. I dunno

i dont tip when im treated like im ruining their day being there

[4X4]

Originally Posted by Swarly

It makes it a lot easier since they are constantly running at max capacity, there is no room for variance. Here at a train stop any number of people could be getting on or off so it varies. There the doors are always open for max time as thousands of people get on. They even have shovers to get as many people as possible on.

This reminds me of the time I got congratulated by a few people after I snapped at a train station. I was at Vic Park station around midnight during stampede. Three trains went by and people were only filling it 3/4 capacity but the platform was packed. Finally I went a little haywire, put my arms out and started pushing people forward into the train. I yelled "come on people, fill the aisles, some of us want to get home tonight!!
It started a mini riot and suddenly everyone started yelling "Yeah! Fill the train! Let's go"

The train packed up like a sardine can and we took off. Then a big conversation broke out among total strangers along the lines of "some people are soo stupid. Just fill the f'n train when there are people trying to get on"

[CaramonLS]

I was at the Joey's in Crowfoot this past week for lunch - first we waited for 10 minutes after we were seated before someone came around - I had to ask someone if we could get a someone to serve us. (turns out they switched tables in her section or w/e).

Ok, I can forgive that.

Then of course my food comes out wrong, again, not a big deal, so she tells me that she'll take it back and get me a new one. She also tells me that I can have it for free as well for getting the order wrong.

A new meal comes out about 5 minutes later, it comes out right.

Of course then we get the bill, and the meal that she told me I was getting for free is on there. So I ask her about it - "oh yeah, well, um I talked to my expo and he said that the 2nd meal was out fast enough so not to give you it for free".

Whatever, I didn't say anything. We pay and leave.

I wont be back there again. Just a comedy of Bullsh*t. If it was just one thing going wrong then fine, I'm a pretty easy going person and can forgive a lot of stuff... but telling me you are going to give me a free meal and then take it back - total garbage.

All and all it took over an hour for lunch. You'd think with all this recession BS they'd be a little more focused at capturing sales - it wasn't just one person who dropped the ball, it was at least 3 people.

[moon]

I have found service in NA to be lights years ahead of service in Europe. There it seems they expect a 50% tip just to start serving you and that it is a contest to see how rude they can be to you.

I am one of the few (maybe only) people that haven't found Air Canada to be bad at all and they have been great for me when travelling with them. Might be the difference of Economy over Business though.

[Dion]

^^

I hope you didn't leave a tip. That's just brutal that they couldn't get the order correct on the second time. That and no apology from the manager.

I'll be sure to avoid that location.

[MRCboicgy]

From my last three trips to the US, I'd have to say that overall restaurant service in the US is better than in Calgary at the moment. It was nice to have servers who at least acted like they cared, or that their tip depended on good service, not what is passing for restaurant service in this city.

We don't even complain anymore. Basically as long as the meal doesn't kill us, we figure its all good.

Of course I've been laid up all week due to food poisoning...

[Julio]

I was in Prince George a few weeks back, and commented to a few people there how good the service there was compared to Calgary.
Maybe an upside to the economic woes that are going on is that it will take more than a weak pulse to get a job in this town, and that you just can't go next door to get another job if you get fired, and overall service will improve.

[Sample00]

We were recently on a vacation to LV.
In general I find the service in the hotels/casinos to be quite good.
However, on the way home, I almost went ballistic on the security people at the airport.
first, we had to walk through a cattle gate maze of about 10 rows, when there were no people in front. When we tried to go under the "rope" to get quicker to the xray machine, we were told flat out, "YOU CANT DO THAT, FOLLOW THE ROUTE!"
grrrrrr, then we get up to the first security check point and the three ladies are talking about their boyfriends who couldnt get it up on the weekend. We wait and wait and then the big ass one sitting down says, "Gimme your docs, lady!" to my wife. I reply, "Hi, how are you today, great day to be travelling, isnt it?" in a highly sarcastic tone and I give her the glare. I shake my head at her and we go through the rest of the process.
but jumpin jeezus christ, would it kill them to be a bit friendlier??

[Bring_Back_Shantz]

Originally Posted by llama64

Personally I think it's a far, FAR better system then the crap we have to put up with in North America. Waiters seem to expect tips and hold food/service at ransom if their customers seem dissapointed (ever seen Waiting?, yeah...). There is no respect for the customer in American/Canadian society. It's reflected in tip jars at coffee shops. Why are there tip jars in coffee shops? Are they giving us service? Will putting a toonie in that jar "insure prompt service"? No, it won't. And yet we are still faced with that damn tip jar.

Hmmm, I'd be interested in knowing where I can aquire some of this prompt service insurance. I wonder if that Insurance will also help me Ensure prompt service.

Tips = To Insure Prompt Service = worst fake acronym ever

[csnarpy]

Originally Posted by CaramonLS

I was at the Joey's in Crowfoot this past week for lunch - first we waited for 10 minutes after we were seated before someone came around - I had to ask someone if we could get a someone to serve us. (turns out they switched tables in her section or w/e).

Ok, I can forgive that.

Then of course my food comes out wrong, again, not a big deal, so she tells me that she'll take it back and get me a new one. She also tells me that I can have it for free as well for getting the order wrong.

A new meal comes out about 5 minutes later, it comes out right.

Of course then we get the bill, and the meal that she told me I was getting for free is on there. So I ask her about it - "oh yeah, well, um I talked to my expo and he said that the 2nd meal was out fast enough so not to give you it for free".

Whatever, I didn't say anything. We pay and leave.

I wont be back there again. Just a comedy of Bullsh*t. If it was just one thing going wrong then fine, I'm a pretty easy going person and can forgive a lot of stuff... but telling me you are going to give me a free meal and then take it back - total garbage.

All and all it took over an hour for lunch. You'd think with all this recession BS they'd be a little more focused at capturing sales - it wasn't just one person who dropped the ball, it was at least 3 people.

Being in the Service Industry, I'd never stand for that crap. Especially with that chain, they are usually pretty good and with apologies from the manager.

Nope, i would have insisted to see the manager and one little "um, my server stated this was to be prompt since you guys screwed the order up and we had to ask for a server in the first place" and that meal plus drinks woulda been compt. IMO.

I would email or call the general manager and explain what happened. I'm sure a little incentive will be offered to come back.