Hello! This is Yamada with Steve's POV Trading!
Hello Sir! Thank you for your business!!
Yes sir! This is Yamada speaking!
Good afternoon!
I am so sorry to hear that! I apologize!
I deeply apologize for the inconvenience.
May I place you on a quick hold so I can try to resolve the issue?
Suzuki!! It's Yamada!
A customer is on the phone saying our product isn't working correctly!
I need you to help get this resolved immediately!
Hurry! The customer is waiting...
Why is Suzuki taking so long????
He's so slow!!!
Why did you take so long Suzuki???
The customer's been waiting!!
What time can you get it repaired??
Today! I need an exact time!
What time?? No way! Must be earlier than that!!
You'll be to the customer's place by 1:35?
Are you 100% sure?
I will tell the customer now...
Sir, I am very sorry for keeping you waiting.
I will have our employee Suzuki at your place by 1:35 today to take care of the problem.
Will that be ok sir?
I appreciate that and I want to apologize again.
We promise to take care of the problem today 100%.
Sorry again sir.... thank you for calling.....
I would like to point out some of th differences you just saw between Japan and the USA.
First thing to notice is how quickly the phone is answered...
the Japanese Salaryman, busy typing away at his keyboard, jumps to pickup the phone on 1 ring.
"Thank you for calling! This is Yamada with Steve's POV Trading... "
a very quick responsive and proper greeting.
Another notable difference is the exactness of the time that Suzuki gave to Yamada to tell the customer.
Today at 1:35...
it's an extreme example, but the Japanese are very precise with times.
Giving the customer correct and accurate information is very important.
Not approximately this time.... or not within this 2 hour window... but a precise time is very important.
Finally, the way the telephone is hung up is a big difference between the 2 countries....
"I apologize for the inconvenience... sorry..... thank you again......"
goodbye...
The point is, out of politeness to let the customer hang up the phone first...
and then softly/gently place your phone back down...
I learned this important lesson many years ago as a Salaryman in Japan!
These are just a few, fun and interesting differences between a Japanese Salaryman and a American Salesman.
Welcome to an American office and an American desk....
It's very different than a Japanese office in many ways...
It's very common to find personal items on an American desk....
In America it's more about the individual while Japan is more about the group/company...
While both are employees of their companies, the approach is very different...
For an American, their desk is their personal space...
In my space I can show off the things I like and enjoy...
Family pictures... my University's football helmet...
Things my kid made for me in school....
cars and other hot wheels, etc... I like...
There is nothing weird about showing off personal stuff in the office.
Like my Youtube Silver Play Award proudly displayed here!
and this very American recruiting poster... LOL
A Japanese desk and American desktop are very different indeed!!
and I must not forget the large soda!!!
and coffee cup too that Americans always seem to have in hand!!
on the phone or just walking around... always coffee in hand!!
These are just a couple of fun differences in customer service and offices between Japan and the USA!!
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