Reaching the heart and mind of the customer: Japan's best practices in customer service

In: Strategic Change, Band 3, Heft 6, S. 323-327

Abstract

AbstractWhat can we learn from the emphasis Japanese firms now place on the customer? Professor Turpin describes the seven golden rules of customer service in Japan

Corporate mission defined in terms of customer benefits.
Senior management commitment.
Make the right attitude a criterion for recruitment.
Train, train and retrain employees.
Communicate quality standards and measure results.
Use IT to improve customer satisfaction.
Exceed customer expectations.