Take our user survey and make your voice heard.
One of the most awesome things about Japan is that you can expect amazing customer service just about anywhere.
The automated train and subway ticket machines in Japan are amazingly efficient. Even still, on very rare occasions they jam, and sometimes users get lost navigating the array of touchscreen menus for normal tickets, express train tickets, charging their prepaid cards, or the various other available options.
That’s why each terminal has a button you can press to call for an attendant if you run into trouble. However, at some sprawling stations there’s a bit of a walk from the turnstile to the farthest bank of ticket machines. With commuters in a hurry, no one wants to waste time while the attendant walks all the way from the back office to the gate, and then around to the person who needs help.
So instead, they take a more direct route.
In many stations, the panels between the terminals are hinged, allowing the station staff to make like more helpful, less destructive versions of the Kool-Aid Man by popping out from behind the walls to solve the problem.
Although stations have incorporated these designs for years, the reliability of their ticket terminals means that even Japanese nationals don’t see this sight too often, as illustrated by online comments.
“So that’s where they come from when you hit the button!” “This happened when I didn’t know how to buy my commuter pass, and I was really surprised.” “I’ve only seen this one time in my life.” “Otsukare sama desu.”
But remember, the station employees all have busy jobs, so tapping the call button just to see them pop out from behind the wall isn’t cool.
Source, image: Hamster Sokuho
Read more stories from RocketNews24. -- Secret Walls in the Subway: Japanese Customer Service at its Best -- JR East Next-Generation Vending Machines Save Power -- Commuters surprisingly receptive to JR’s innovative new system
© RocketNews24
5 Comments
Login to comment
onagagamo
Really? Yawn.
Tessa
This happened to me a few times, actually. But yes, I agree, big yawn.
Love to see a alternative Japanese version: "Wow, I went overseas and a man I didn't even know held a door open for me!"
B.B.Q.Demon
Japanese service is usually pretty good, but there are a lot exceptions. A number of times I've been waited on by a "zombie", who then disappears into a back room, leaving me go looking for him/her just get a refill of my tiny of glass water. Being made to wait in the rain because it was two minutes before the five pm restaurant opening time, even though it was apparent the staff were ready. Inflexibility (policy is policy, no matter what). I've come across some amazingly good service here, but it's not a universal thing by any means.
nath
I fully agree. The service here is extremely polite, and often goes above and beyond. But it is generally very inflexible, and often prioritizes the business over the customer, even though they are polite when telling you that. In some ways, I find customer service much better in the US, though looking at it as a whole, it's better in Japan.
SenseNotSoCommon
Spare us this Nihonjinron garbage, please. The hatch is a labor cost-saving device, nothing more.
Too often here, monozukuri principles are applied to customer interaction, making the customer at fault for being the errant input. Why should we apologize for those times we don't want to sheepishly obey?