Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

7 insightful lessons from Customer Service in Japan - Livesalesman - Blog

7 insightful lessons from Customer Service in Japan

Being a pioneer of technology and innovation, Japan surely knows a lot about doing things right. That includes customer service. But what surprises people most is how customer service adheres to a deeply rooted value system, in an otherwise tech-savvy and futuristic country.

Understanding and implementing the fundamental principles of this value system is key for Japanese call centers to drive customer retention and loyalty.

Let’s dive into the Japanese way of serving customers.

Sponsor message - content continues below this message

2022 '17th annual' Global Contact Center World Awards NOW OPEN

Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!


Content continues ….

Wholehearted care for everyone

The word ‘Omotenashi‘ is commonplace in Japan. While it has several different definitions, Omotenashi indicates excellent hospitality – looking after a guest with wholehearted care and commitment.

Customer service in Japan is based on the spirit of Omotenashi and hence needs to be inculcated in Japanese call center. It’s not just about providing great service, but doing it earnestly and passionately. Japanese customer service agents should take every call with equal heart and haly greeting and should assist each and every customer sincerely and enthusiastically. In your Japanese call center, customers should be made to feel that you deserve their business.

Your reputation is everything

Japanese don’t have a risk appetite. In Japan, one of the ways to standout is by showing that you are trustworthy. Customers here love doing business when they can trust your brand and have complete faith in your ability to solve their problems. Japanese customer service agents working in Japanese call centers, should, therefore, work on racking up goodwill and positive word-of-mouth marketing to positively influence customer retention and acquisition. One way to prove to customers that they are not taking any risk by choosing you over others is to show them how happy other customers are with your brand. Japanese customer service agents should highlight and emphasize on any ratings, accreditation or anything else your brand has to its credit to vindicate that you are a trustworthy brand with excellent track record.

High quality service, delivered consistently

In line with the spirit of Omotenashi, Japanese customers expect you to deliver high quality service with a shrewd eye for detail, consistently. This not only applies to the quality of your products or services but everything you  including the quality of interactions that your Japanese customers agents have with them. Japanese call center should have strict quality measures to check all written and verbal communication and train their agents to check and double check everything before sending anything to Japanese customers in order to avoid any mistake or quality issues. Everything that reaches the customer should be perfectly presented, else they would strongly judge you based on the errors you make.  Quality also extends to how your Japanese call center agents respond and action the feedback or inputs shared by the Japanese customers. If they feel that you are not receptive to feedback or have not speedily taken actions to fix the problem they pointed out, there are very good chances that they will not continue giving you any further business. Playing the blame game and not taking ownership of your shortcomings is not tolerated in Japanese culture and can’t be done in your Japanese call center.

Always acknowledge and never say NO!

The holy grail of all Japanese customer service rules that must be implemented in your Japanese call center: always acknowledge and make sure to reply to every phone call, social media message, email, or even fax as soon as possible, preferably within the same day.

While certain queries can be resolved quickly, others might take longer than expected. In such cases, it’s recommended that Japanese customer service agents communicate clearly to the customer about the delay. Keeping your customers in loop is seen as a sign of respect in the country.

For your not-to-list, never say an outright ‘No’ to customers. It is considered highly disrespectful to say that. No matter how eccentric or complex the customer request is, if your agents are going to let the customer know that this can’t be done, articulate it in a nicer and more positive way, not in a curt and unhelpful manner.

You need to be readily accessible at all times

If you cater to Japanese customers, 24×7 Japanese call center is highly recommended. If there is a problem or if they have a question, Japanese customers expect to be able to get in touch with you anytime they need, even it is an unusual hour. It is not unusual in Japan to print personal mobile numbers and home phone numbers on their business cards. While you may not have to go that far, but you need to able to offer round the clock Japanese customer service. If that is not possible, at least make sure that there is an emergency contact procedure in place in your Japanese call center. In your Japanese call center, instead of relying on one communication channel, have multiple customer service channels. This ensures that even if one channel faces an outage or is busy, customers can still get in touch with your Japanese customer service agents and get solutions for their time-sensitive queries.

Being there for the customer round the clock, minimal waiting time, and putting the customer in touch with the right agent in as little time as possible are some ways in which you can make their experience seamless and win over hearts in your Japanese call center.

Deadlines are considered godly

In a country that lays emphasis on consistent and high-quality service, missing out on deadlines is a guaranteed way to fail, something you need to continuously harp on in your Japanese call center. If your Japanese customer service agent provides customers with a deadline related to a particular query, they need to deliver on time. Not one or two days later. No excuses.

While people in many other countries are a bit tolerant towards deadlines, Japanese customers are absolutely strict about it. Not meeting deadlines shows that you do not value your customer’s time.

Show appreciation, it’s a powerful customer service tool

Expressing sincere and heartfelt gratitude towards the customer goes a long a way with Japanese customers. Thank you is a phrase that should be liberally used in your Japanese call center. Train your Japanese customer service agents to say thank you freely while communicating with customers. Japanese customers notice and appreciate when they receive a ‘thank you’ and reciprocate with loyalty, good reputation, word-of mouth publicity and repeat business. However, don’t fake ‘thank you’ just to get rewarded, you need to sound as you mean it. In Japan, culture is to service for the sake of giving, not with the expectation of receiving anything in return, essence of Japanese culture that you should inculcate in your Japanese customer service agents.

Customer service that is consistently excellent but little room for customization

What’s quite surprising about Japan’s customer service culture is not the fact that it is excellent, but how it stays consistently excellent despite operating under strict rules. In case you didn’t know, the Japanese are firm followers of rules in all regards and this is a rule you need to follow in your Japanese call center. Since following rules is the thing, customization is thrown out the window. Expecting and accommodating exceptions and customization is not what Japanese know how to handle. What this means for your Japanese call centre? On one hand your Japanese customer service agents need not think about providing bespoke service based on individual needs but at the same time, they should not expect Japanese customers to do it either.

Similarly, for those who are not very familiar with Japanese language, Japanese has various levels of politeness and complex rules that decide which speech pattern is appropriate to be used in which scenario and the person you are talking with, something that should be an integral part of training in your Japanese call center, specially if your Japanese customer service agents are not native.

Over the years, we have delivered 24×7 Japanese Call Centre Services delivered by native Japanese Customer Service agents for many of our clients around the world and understand the nuances of it. We have over 18 years of experience in delivering Multilingual Call Centre services and Multilingual Customer Support. Apart from Japanese, we offer Chinese Call Center Services, Spanish call center services, French Call Centre Services and Italian Call Center Services amongst 30 other European and Asian languages.


Publish Date: March 4, 2019 5:00 AM

2021 Buyers Guide Inbound Call Handling Services


2Ring Gadgets for Cisco Finesse
2Ring Gadgets for Cisco Finesse, offered in three bundles (standard, enhanced, premium), empowers supervisors and enables agents to become more efficient.

Supervisors are able to handle everyday tasks on their own from within Cisco Finesse: reskill agents, view detailed information about agents and customer interactions in real-time, receive alerts about important call center events (RONA, Calls in Queue, ..), send messages to agents, or even change wallboards on the fly. Be flexible to provide help when needed.

Agents gain all the features that they need to serve customers faster - repetitive tasks are automated, alerts about important call center events pop-up on top of all the appli...
(read more)


Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.


Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)

Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections

MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring


VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
- Service Desk

Technosys IT Management

Customer Support
Technosys IT Management Bpo, the business process Outsourcing, gives end-to-end transformative administrations for its customers over the globe. The organization's coordinated IT and BPO arrangements approach empowers it to open business esteem crosswise over ventures and administration lines, and address business challenges for its customers. Using inventive business perfection structures, progressing profitability changes, process reengineering, mechanization, and front line innovation stages, Technosys IT Management empowers its customers to accomplish their cost diminishment goals, enhance process efficiencies, upgrade viability, and convey unrivaled client encounter

Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.

View more from Livesalesman

Recent Blog Posts:
Covid-19: How to adapt your Customer Service in these strange timesMay 5, 2020 5:00 AM
Decoding Customer Service: Valuable lessons I have learnt first handApril 24, 2020 5:00 AM
Why Do Customers Make their Terrible Customer Service Experiences Public?April 8, 2020 5:00 AM
7 Unforeseen Customer Instances and Ways To Handle ThoseApril 1, 2020 5:00 AM
How to Overcome Common Roadblocks to Provide Efficient Multilingual Customer SupportMarch 27, 2020 5:00 AM
Coronavirus: How to make sure you don’t lose your customers in this crisisMarch 23, 2020 5:00 AM
How to foster creativity in your customer serviceMarch 16, 2020 5:00 AM
The mountain of support QA and ways to scale its peakMarch 12, 2020 5:00 AM
7 Things great call center managers do every dayMarch 9, 2020 5:00 AM
How eCommerce businesses should deal with post holiday returnsMarch 4, 2020 5:00 AM

About us - in 60 seconds!

Submit Event

Upcoming Events

Everything You Want To Know About The Most Prestigious Awards In The Industry! Read More...

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =