Tales of divine customer service in Japan

Tales of divine customer service in Japan

By Casey Baseel Lifestyle Dec. 29, 2013 - 06:23AM JST ( 2 )

Tales of divine customer service in Japan

TOKYO —

A lot of sayings in English have equivalents in Japanese. Sometimes, though, these proverbs receive a bit of an upgrade in their Japanese translations. So while the English truism states that “the customer is always right,” Japan holds that “the customer is God.” It’s a mantra companies take to heart, as illustrated by these tales of amazing customer service in Japan.

We start our tour of customer worship at Uniqlo, Japan’s biggest casual clothing chain.

As Uniqlo’s commercials from two decades ago show, the company started off with a lenient return system. It looks like the company has stuck by its system, judging from this satisfied shopper.

—“I bought something at Uniqlo, and after I’d worn it and washed it once, I decided I wanted to return it. I’d already tossed the receipt, and even though I took the item back to a different store than I’d bought it at originally, they still let me return it.”

Of course, not just home-grown companies, but overseas operations, like Amazon, have to provide the high level of service Japanese customers are accustomed to in order to succeed in the country. Sometimes, this even involves one-upping the Japanese manufacturers of the goods the online retail giant sells.

—“I purchased a new Mitsubishi monitor for my PC through Amazon, but it broke almost immediately. First, I called Mitsubishi, and they told me I’d have to mail in the monitor and wait at least a week, or maybe two, for them to repair it. I was ticked off they weren’t going to replace the whole unit, so I contacted Amazon instead. They emailed me back right away saying they’d replace the monitor, and also gave me a coupon for 500 yen off my next Amazon order.”

Another foreign company thriving in Japan is Disney, particularly with the Tokyo Disney Resort complex of theme parks and hotels.

—“When we were at Disneyland, my little brother got really excited when he spotted Mickey walking around, so he ran over to give him some of his chocolate. I’d heard the park doesn’t allow that kind of thing, but none of the cast members tried to stop him. Instead, Mickey just gave him a hug.”

This level of hospitality is present at Disneyland’s eating establishments, as well.

—“We were eating dinner at a restaurant, and we got up to go see a show that was going on outside. When we got back to our table, saw the staff had folded our napkins into Mickey Mouse shapes while we were gone.”

On one occasion, it seems the theme park’s workers even helped lessen the blow of a terrible tragedy for a married couple.

—“I heard about a couple whose baby passed away shortly after it was born. They’d been looking forward to going to Disneyland together, as a family, when the child got older. So just the two of them went, and when they went into a restaurant to eat, they told the staff what had happened. The staff thanked them for coming with their family, and even set out a children’s meal on the couple’s table at their request.”

Japanese video game makers have also shown a strong commitment to keeping their customers’ spirits up. Multiple Internet commenters expressed their gratitude towards publisher Enix (now merged with former rival Square as part of the Square Enix brand).

Enix has had several hits over the years, but perhaps none was bigger than the third installment in its “Dragon Warrior” series of role-playing games. When “Dragon Quest III” was released for the Famicom in 1989, it caused such hysteria in Japan that a rash of muggings and thefts of the cartridge broke out in the normally law-abiding country. Feeling sorry for customers who had become the victims of such unexpected crimes, Enix offered to replace cartridges that had been taken from boys and girls who filed police reports after their copies of the game were stolen.

Enix was even generous enough to help out fans who were unable to enjoy the game for less dramatic reasons.

—“I broke my ‘Dragon Quest III’ cartridge, and I couldn’t save or load my data anymore. I sent it to Enix, asking them to replace the battery, but instead, they mailed me back a brand new copy of the game.”

There have been even more stories about Nintendo’s customer service exploits. In particular, stories abound about the Kyoto-based company’s understanding and helpfulness regarding its DS series of handheld systems, which tend to take a lot of punishment in fulfilling their role of gaming on the go.

—“There were a couple annoying dead pixels on my DS Lite’s screen, so I called to ask about getting it repaired. Instead, they sent me a brand new unit, and they even put a protective sheet on the screen for me.”

—“It might have just been my imagination, but the colors on the bottom screen on my DS were looking a little weird and yellowy, so I sent it in for Nintendo to check it out. They sent it back with a letter saying, ‘The colors looked OK to us, and we couldn’t find any problems with your DS but we went ahead and replaced both screens for you.’”

—“I bought a DS in a sketchy online auction, and the unit number on the proof of purchase didn’t match the number on the warranty card. It broke in less than a year, so I went ahead and sent it in for repairs. Nintendo not only fixed it for free, they included a new proof of purchase with the proper registration number.”

Nintendo’s technicians will even go the extra mile in preserving their users’ cosmetic modifications.

—“I sent in two broken DS units. Not only did Nintendo replace them both, they even transferred the stickers I had on the old systems to the new ones for me.”

This isn’t a new thing for Nintendo, either. One fan recalls calling Nintendo to ask for help when he was stuck in the company’s 1995 title “Yoshi’s Island,” and getting the answer he needed in a matter of minutes.

This might not seem so impressive to gamers who grew up in territories where Nintendo had an entire side businesses of selling game hints through toll numbers. However, Nintendo didn’t offer such a service in Japan, and the person the boy had spoken with wasn’t a specialized game counselor, but rather the company’s quick-thinking front desk receptionist, who had to put the child on hold while she tracked down an employee who could answer his question.

This dedication has been shown to extend all the way to the top at the company. In the early 1990s, an elementary school student was riding his bike when he was hit by a car. During his subsequent stay in the hospital, the boy wanted to play some games, but his Game Boy had been in the basket of his bike at the time of the accident, and was so damaged it had to be sent to Nintendo for repairs.

The maintenance department, shocked at the abuse the handheld system had taken, called the boy’s mother to inquire about how it had ended up in such a state. She told them about the accident, and a few days later the boy received a new Game Boy, along with a note telling him to watch out for cars signed by “Yokoi,” ostensibly Game Boy designer Gunpei Yokoi.

The Divine Wind Vault

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(C)2006-13

Why do the Japanese recognize Christmas on 12/24 instead of 12/25?

Christmas Day is on December 25th. As an American Expat in Japan, I found this holiday familiar on the one hand since every shopping center was decorated to the hilt as it would be back in the US, but on the other hand, felt awkward when I started looking into Christmas in Japan and realized that it was a romantic day for sweethearts on Christmas Eve, the day that my family and I would be worshiping at church for the peak of the Christian season. Also, hearing Wham's "Last Christmas" playing in every store and sung by Japanese musicians was a bit too much George Michael for me too. Furthermore, Japanese Christians are few and far between unlike what you may find in larger numbers in nearby South Korea. As a result, in Japan, Jesus Christ's birthday of 12/25 is nothing more than another day where busy Japanese salarymen are off scurrying around like they did on 12/24 and will do on 12/26. Also, all those Christmas decorations are taken down on 12/25.

Even the retail outlets in Japan have no dog in the fight when it comes to Christmas but in the US, this sector is expected to have their lion's share of its annual sales take place for Christmas. In Japan, when it comes to Christmas, if you are single and dating someone, you basically take you sweetheart out to a fancy restaurant, maybe exchange a small gift, and visit the love hotel. Love hotel bookings are at capacity on 12/24. The Japanese have adopted some Western traditions at Christmas such as eating Christmas Cake, something I learned of when I lived in Japan since this is big in the UK. In the US, eating turkey the 4th Thursday of November for Thanksgiving is big, but nearly a month later, the Christmas dinner is pretty much up for grabs in the US with the possibilities of a repeat of turkey, hams, steaks, etc. However, KFC in Japan sell buckets of chicken to the point that lines are out the door and around the corner on 12/24.

In recent times, the Japanese children want to meet Santa who is usually the bigger Caucasian in the area. I've done this several times and had to always remind myself to not speak Japanese since Santa isn't to know any Japanese.

So, now you know why Christmas in Japan is celebrated on 12/24 instead of 12/25. If you weren't a Christian, you wouldn't celebrate Christmas on the correct day either. Thankfully, it is celebrated for those Christians living in Japan, but not like the way that you are use to back home. Often, I would travel to a Lutheran church in Tokyo on Sundays and would receive a sermon from another American like I would in the US. So, the possibility of worshiping as it is intended if available in Japan as "Christ is the reason for the season" and if Christ is taken out of "Christmas" then there wouldn't be Christmas.

Out of the all the Christmases in Japan, I worshipped the way I would in the US the first year and hated it so the next year, I returned to the US. The following year, I traveled to Okinawa. Way back when, when I was in Japan the first time, I did Christmas the way the Japanese did and got lucky in the front seat of my girlfriend's Nissan, a good ol' Japanese gal from Yokohama. I'd have to rate the trip to Okinawa as the best Christmas in Japan and wonder why more people don't travel for the sake of traveling during the Christmas holidays.

In the end, if you are a Christian living in Japan, remember that you live there to follow their way not the other way around. That's what living overseas is all about. Adapting and adjusting to the the local culture and its interpretation of global holidays such as Christmas.

The Divine Wind Vault

http://divinewindvault.blogspot.com

(C)2006-13

Japan Today- Education ministry proposes radical English education reform

The Ministry of Education, Culture, Sports, Science and Technology has announced plans to reform the English education curriculum at junior high schools across Japan from the 2020 school year. The main change will be that all English-language classes will be conducted entirely in English.

Education Minister Hakubun Shimomura told reporters at a news conference that “the goal is to enable students to learn communication skills vital to everyday life at an earlier age by speaking with native speakers of English, a skill I believe to be in great demand for this current generation,” TBS reported.

Under the new plan, from April 1, 2020, third-year elementary school students will begin taking English courses as a foreign-language activity. English will become a formal subject from fifth grade (it is currently designated as a foreign-language activity) three times a week.

The Divine Wind Vault http://divinewindvault.blogspot.com (C)2006-13

10 Japanese dishes you can make at home worldwide

10 Japanese foods you can make at home worldwide TOKYO —

Even though Japanese cuisine has more or less infiltrated most of the major cities worldwide, domestic foodstuffs and condiments still remain mostly inaccessible and rare in most countries. Japanese blogger Madame Riri shares a list of 10 Japanese foods that can be made at home, no matter where that may be. We’d like to call it the lifesaver list for Japanese abroad, or the inspiration list for non-Japanese who would love an authentic taste of Japan in their own kitchen.

1. Pseudo Chinese Noodles

In Japan, “yakisoba” or Chinese noodles can be readily bought at supermarkets for as low as 30 yen per serving. These versatile noodles are a common sight on the dining tables of Japanese families, be it stir-fried, in soup, or even as “hiyashi chuka” (chilled Chinese noodles), disputably the most popular Chinese dish among the Japanese. But in many Western countries, the Asian noodles tend to be pricey and sometimes hard to find. But here’s a neat trick that turns the number one “noodle” in the West – spaghetti – into pseudo Chinese noodles in your very own kitchen.

Simply throw in some sodium bicarbonate, otherwise known as baking soda, together with some salt when boiling the pasta. And that’s all there is to it. The sodium bicarbonate works its magic on the pasta, giving it a texture and taste that is uncannily similar to Chinese noodles. Madame Riri also suggests experimenting with pasta of different thickness to suit the dish; spaghetti for champon and cappellini (angel hair pasta) for ramen.

2. Homemade Natto

“Natto,” fermented soybeans, is a traditional Japanese food known for its slimy texture and characteristic smell, which earned it the nickname of “stinky beans” among many non-Japanese people. If you’re able to stand the stink though, this Japanese acquired taste is a healthy source of protein and vitamins, and is said to prevent cancer, lower your chances of heart attacks and enhance health in general. While “natto” is commonly found in Japan at economical prices, exported batches available overseas are often expensive and less flavorful, having had its strong smell and taste mellowed down to adapt to foreign consumer tastes.

Ultimately, “natto” is made from soybeans, which are way more accessible than the fermented food itself in most countries. All you have to do is soak the beans in water for half a day or longer, boil or steam the beans for a couple of hours so that they’re thoroughly cooked and soft, then put them in a container for fermentation. Keeping the beans at a temperature of 40 degrees Celsius is the key to ensure quality fermentation, which can be a challenge to maintain, but if you have a yogurt maker at home, it will make the process as simple as pouring the cooked beans in and switching the machine on. Soaking and boiling the beans may be slightly time-consuming, but having made homemade “natto” is definitely an awesome addition to your Facebook profile if you ask me.

3. Sesame Dressing

The all-time favorite Japanese style dressing within and outside of Japan. Its delicate balance of sweet, sour and savory flavors, slightly milky texture, and the appetizing fragrance of sesame seeds works wonders to invigorate appetites, and is most commonly used on salads, cold tofu, or as a dipping sauce for cold shabu-shabu.

You might not be able to find it at your local supermarket, and even if you do, it probably costs twice or three times the price it is in Japan. The good news is, as sophisticated as it sounds, you can actually mix up your own sesame dressing with just a couple of simple ingredients. All you need is roasted sesame seeds, mayonnaise and rice vinegar (best to use Japanese variations for these two to achieve authentic flavor), and a pinch of sugar and salt if you prefer. Mix around until you get the right consistency and taste you like, and voila! You’re ready to wow your friends with a Japanese style dish.

4. Homemade Tofu

Tofu (bean curd) is recognized as a healthy ingredient pretty much all over the world. The soybean product is stunningly cheap in most Asian countries, but can be slightly pricey over in the West. Apparently it costs about 400 yen in Paris, more than four times its price in Japan. Why pay the hefty price tag when you can make your bean curd out of soy milk?

Apart from soy milk, you will need some “nigari” (magnesium chloride) to help the soy milk coagulate into a solid form. Be sure to use food grade magnesium chloride flakes or liquid for this. Detailed instructions can be found on this wonderful recipe.

5. Shiozake

Unlike smoked salmon, “shiozake” (salted salmon) can rarely be found in supermarkets outside of Japan. But fresh salmon cuts are commonly sold in supermarkets, especially in the West. Simply by sprinkling salt (amounts of 2% the weight of the filet seems to be the perfect ratio) over the fresh salmon and letting it sit in the refrigerator for two days, you’ll have deliciously flavored salted salmon ready for cooking.

Preparing the “shiozake” is as simple as pan-frying it, or putting it on the grill for a couple of minutes. Enjoy it whole and fresh from the pan, cut up as fillings for a sandwich or sushi, or break it down into flakes as a topping for salads or onigiri (Japanese rice balls).

6. Dried Mackerel

Similar to salted salmon, dried mackerel is another popular Japanese food that is rarely available outside of Japan, but can be easily made with simple ingredients at home. In this variation, you’ll need fresh horse mackerel, some salt, and skewers. Carefully remove the scales of the fish, then slice the fish open from its back, remove its innards, then clean and pat it dry with a paper towel. Sprinkle some salt on both sides. Put a skewer through the fish horizontally to keep it flat and open as it dries, and hang it up, leaving it to air dry for a day in a well-ventilated place (just like hanging out your laundry). Pan-fry or grill it and you’ll have an authentic Japanese home-cooked dish.

7. Umeshu

“Umeshu” (plum wine) is a type of Japanese alcohol that can be easily made at home. Although “umeshu” can be bought at supermarkets or convenience stores in Japan, many families enjoy the process of concocting their own variation at home when plums are in season, usually from June through July.

Even if you reside overseas and have no access to Japanese liquor, you can easily make your own “umeshu” out of fresh plums, vodka and rock sugar. Wash and dry the plums (you could also use apricots as an alternative if you can’t get “ume” plums), layer the plums and rock sugar proportionally in a large jar or plastic container, then pour in the vodka. Make sure the container is sealed air-tight. Let it soak for at least three months before enjoying your homemade “umeshu.” Patience is the key. The alcohol-soaked fruits can also be eaten. Have it with your glass of “umeshu,” or with a scoop of vanilla ice cream and a drizzle of honey as a classy dessert.

8. Handmade Udon

Udon, the thick, chewy Japanese noodles popular among Japanese and foreigners alike, takes a good kneading to achieve its characteristic texture, but requires nothing more than medium ground wheat flour, water and some salt to make. Traditional methods involve stepping on the dough in order to make it nice and chewy. If you have children brimming with unspent energy, or would love some interesting interaction at a home party, here’s the recipe for this marvelous kitchen activity!

9. Warabi-mochi

If you’re a fan of traditional Japanese sweets, you must be familiar with “mochi.” It can be challenging to make since it involves strenuous pounding of glutinous rice flour, but “warabi-mochi,” on the other hand, can easily be made by heating potato starch, sugar and water over a stove. It’s so easy to make.

10. Homemade Miso

Of course, the all-mighty seasoning that represents Japanese cuisine, miso. Anybody who loves Japanese food knows about miso soup. But did you know that the Japanese use miso in a multitude of ways? Miso is used in stews, stir-fry and even grilled dishes. It’s barely even exaggerating to say that the Japanese can’t live without it. But like many of the items listed above, miso is difficult to get, or expensive, in many countries apart from Japan. You’ll need “koji” (fermented rice) in order to make your own miso, and it takes quite a bit of time and effort, but if you’re a Japanese person living overseas with limited access to miso, this could be the best way out.

Source: Madame Riri

The Divine Wind Vault

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(C)2006-13

Most expensive cities for expats revealed

06/12/13 16:49 To see original page, please click here: Expatriates in Caracas have the toughest time when it comes to cost of living, with the city topping a new survey that analysed the price of day-to-day essentials in locations across the world.

According to the latest Cost of Living survey produced by consulting firm ECA International, the capital of Venezuela has jumped seven places to take the top ranking, knocking Japan's Tokyo off the top spot. .

The Japanese capital slipped down to tenth place following quantitative easing measures put into place by the prime minister Shinzo Abe that led to a softer yen and a boost in the economy. .

Luanda and Oslo in Angola and Norway respectively rounded out the top three, while Switzerland saw four cities in the top ten - Zurich, Geneva, Born and Basel. .

ECA International stated that a strengthening of the euro had led to a dramatic reshuffle in this year's table, which saw a number of key locations climb or drop significantly. .

"The strengthening of the euro against many major currencies over the 12 months between surveys has contributed to some significant climbs up the ranking from countries within the eurozone," commented Steven Kilfedder, cost of living and remuneration services manager at the business. .

Brussels, Amsterdam and Munich were among those that rose dramatically on the table in terms of cost of living, with all three of them climbing several places to overtake London, which has fallen to 65th place. .

According to the data, Caracas managed to secure the top spot after items in ECA's shopping basket saw their costs shoot up by a whopping 60 per cent. .

Despite the eyebrow-raising increase, the company said in a statement that it "may be short-lived, as pressure is building on the currency, which could well be devalued in the near future". .

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