Just why are they so polite and have such an excellent customer service?The answer lies in their language
In English we only have basic simple terms for politeness like ''Please'', ''Sir'', ''Madam'' whereby class importance is not heavily focused on. But for Japanese language,it has got many different forms of words to deal with people of different statuses. For example, they have respectful forms, keigo which is used when you're speaking with a person of a higher status than you and polite forms, teineigo which is used when talking with strangers or people you're not very familiar with. As such,these forms used on a daily basis by them have caused them to place a lot of emphasis on hierarchy relationships. In fact, one gets offended in Japan easily if the wrong form of words are used especially when you've used the wrong keigo to your superior. Therefore, the people would carefully select the correct form of words in his or her speech in order to avoid offense.
Which is also why the customer service you get in Japan is impeccable! They are aware of the clear status distinction between their job as a shopkeeper and a customer. They view customers as higher status people than themselves and would treat them like 'kings or queens'. When addressing the customers, they would add the word -sama behind their names which is a form of honorific expression.
So the next time you visit Japan, do take note of their language forms and you can see clearly just how heavy the emphasis on hierarchy relationship is=D
The aspect of lingusitic relativity makes up a part of 'The Sapir-Whorf Hypothesis. No one would disagree with the claim that language and thought interact in many significant ways. There is great disagreement, however, about the proposition that each specific language has its own influence on the thought and action of its speakers. On the one hand, anyone who has learned more than one language is struck by the many ways in which languages differ from one another. But on the other hand, we expect human beings everywhere to have similar ways of experiencing the world.
ReplyDeleteYes, in the Japanese language, people from different class are referred to with callings that vary. However, does this actually equates to them having excellent customer service? I think customer service does not actually have got to do with the language, but how passionate the sales person is in serving his customers. An English speaking salesperson, typical in Singapore can also certainly provide superb customer service, with the usual terms of politeness used in the language. Thus, people in any parts of the globe can experience tiptop customer service, as long as the salesperson offers the best service to their customers.
I would love to go to Japan and immerse myself in their culture. Superb customer service and that endearing language which sounds so pleasant to the ears are just plus points to the experience there.
ReplyDeleteHowever,although language serves in developing the potpourri salutations to different people with different statuses, it does not form the bulk of customer service relations. Anyone working in the sales industry can be equally polite as well. I guess anyone would rate being polite generally and paying attention to the customer's needs as top priorities over the multitude of salutations anyday.
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