The recent weather anomalies have shattered the transportation network in Tokyo.
The last flight to Kobe was cancelled and I was transferred to KIX one hour later.
While I was there, I saw this scene.
A middle-aged lady was complaining at the check-in counter of an airline company, almost grabbing at the staff.
Finally, she almost tore off the employee's name tag from around her neck, checked her name, and walked away.
The man at the counter in the lounge who was eating at me for canceling the flight. Show me the corporate rules, show me the manual. You're not responding properly. He was complaining that the service was not right.
It probably goes something like this.
The flight is cancelled! I'm in trouble if I don't get back to Kansai by the end of the day!
I'm sorry, sir. Due to today's abnormal weather conditions, there are no flights arriving today.
I know that. Anyway, I have to get back by the end of the day! Do something!
It's an impossible task.
But it's not their responsibility. They were not responsible for anything.
Was it their fault that the flight was cancelled due to abnormal weather? If it is the fault of the company, then it is not their fault.
If it is the fault of the employees, then they are not to blame. However, this is due to the weather: 。。。。
By the way, there was an interesting column in yesterday's Nikkei.
It refers to a job in which one is constantly apologizing for complaints, stifling one's own feelings, and responding with words and attitudes that suit the other person.
It is called "emotional labor. Physical labor, brain labor, emotional labor.
American sociologist Arleigh Hockshield proposed this as the third form of labor.
The customer is God, and there is no mistake at all. So when we receive a complaint, we just keep apologizing.
Emotional labor is said to be increasing along with the expansion of the tertiary industry.
There must be countermeasures against secondary complaints. They want to get things over with as quickly and quietly as possible.
Such a mindset is apparent.
However, this is not in the best interest of the company, much less the customer.
We must not forget that each time a person makes a complaint in an unreasonable or unmannerly manner, his or her "personality" is being lowered more and more.
Repairing that "personality" cannot be bought with money. Once diminished, it cannot be replenished.
It is never in the best interest of the customer.
The nature of the service industry is changing.
What is the service industry? The one who provides service and the one who is served.
The one who pays and the one who receives money. Who is better? Who is better? It is not a question of who is better.
The service provider and the service receiver should be equal. Basically, they should be equal.
That is the essence of the service industry. Make no mistake. It is equal.
Service is something you receive, not something you buy with money.
It is something you pay for out of gratitude for what has been done.
The same is true in the online business I am working on now.
The Internet is faceless. People who would never say such a thing when talking face to face change completely on the Internet.
This is the negative side of the anonymity of the Internet.
Just because you can't see them doesn't mean you can't write anything in an e-mail.
Don't forget. Every time you do, you are having a personality meltdown. 。。。。
アセンティア･ホールディングス
Assentia Holdings,Inc.
土屋 晃 Akira Tsuchiya
English↓
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The recent weather anomalies have shattered the transportation network in Tokyo.
The last flight to Kobe was cancelled and I was transferred to KIX one hour later.
While I was there, I saw this scene.
A middle-aged lady was complaining at the check-in counter of the airline, almost grabbing the staff.
A middle-aged lady was complaining to the airline employee at the check-in counter.
Finally, she almost tore off the employee's name tag from around her neck.
She was about to tear off the employee's name tag around her neck and walked away.
The man at the counter in the lounge who was eating at me for canceling the flight. Show me the company rules,
Show me the manual.
The response is not right. He was complaining that the service was not right.
It probably goes something like this.
The flight is cancelled! I'm in trouble if I don't get back to Kansai by the end of the day!
I'm sorry, sir. Due to today's abnormal weather conditions, there are no flights arriving today.
I know that. Anyway, I have to get back by the end of the day! Do something!
It's an impossible task.
But it's not their responsibility. They were not responsible for anything.
If it was their fault or the company's fault that the flight was cancelled due to abnormal weather, it would be their fault, but it was not their fault.
It is not the fault of individuals.
If it is the fault of the employees, then they are not to blame. However,
This is due to the weather: 。。。。
There was an interesting column in yesterday's Nikkei.
It is a job where you apologize incessantly for complaints, stifle your feelings, and respond in a way that suits the other person,
It is a job in which one has to suppress one's own feelings and respond to complaints with words and attitudes that suit the other person.
It is called "emotional labor. Physical labor, brain labor, emotional labor.
American sociologist Arleigh Hockshield proposed this as the third form of labor.
The customer is God, and there is no mistake at all. So when you receive a complaint, you just keep apologizing.
I just keep apologizing.
Emotional labor is said to be increasing along with the expansion of the tertiary industry.
There must be countermeasures against secondary complaints. They want to get things over with as quickly and quietly as possible.
Such a mindset is apparent.
However, this is not in the best interest of the company, much less the customer.
People who complain unreasonably and unprofessionally must not forget that each time they do so, their "character" is being lowered more and more.
The repair of that "personality" can only be done with money.
Repairing that "personality" cannot be bought with money. Once diminished, it cannot be replenished.
It is never in the best interest of the customer.
The nature of the service industry is changing.
What is the service industry? The one who provides service and the one who is served.
The one who pays and the one who receives money. Who is better? Who is better?
It is not a question of who is better.
The service provider and the service receiver should be equal. Basically, they should be equal.
That is the essence of the service industry. Make no mistake. It is equal.
Service is something you receive, not something you buy with money.
It is something you pay for out of gratitude for what has been done.
The same is true in the online business I am working on now.
The Internet is faceless. People who would never say such a thing when talking to you face to face,
But on the Internet, they change.
This is the negative side of the anonymity of the Internet.
Just because you can't see them doesn't mean you can't write anything in an e-mail.
Don't forget. Every time you do, you are having a personality meltdown. 。。。。
Assentia Holdings,Inc.
Assentia Holdings,Inc.
Akira Tsuchiya