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Secret Walls in the Subway: Japanese Customer Service at its Best

Michelle Lynn Dinh Mar 8, 2013
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Japan has a way with customer service. From elevator ladies whose only job is to push the floor buttons to shop keepers who greet every patron with a hearty I rasshaimase (Welcome!), there’s no shortage of examples of great service. One such example has crept up from the depths of the subway to surprise and delight the people of the Internet: secret walls!

The following video was posted seven years ago, but is currently being discussed on forums in Japan. It shows a foreign traveler struggling to purchase a ticket using a subway ticket machine. After pressing the “help” button, a subway worker literally pops out of the wall to assist the confused traveler.

The reason behind these wall attendants is actually very practical. Since Japan’s subways are notoriously busy, the ticket machines need to be constantly restocked with blank tickets and change. When there’s a never ending line of people waiting to purchase a ticket, the easiest place to restock the machine is in the back, out of the way of commuters. Since someone has to be behind the ticket machines to restock, that person might as well help those who are having trouble using the machines, hence the wall popping action seen in the video.

The Internet is amazed:

“It looked like the man was inside the ticket machine!”

“Nobody, elsewhere in this very planet could match [Japan’s] level of customer service, and satisfaction…. two thumbs… no, four thumbs for you folks…..”

“Now THAT is service!”

“If they had this in London every little shithead 14 yr old would press the button every time they walked past it.”

“Wow. Now I’m going to have to press the help button. LOL”

Aside from being really cool (and very surprising), subway workers popping out of the ticket machine wall is just one of the many examples of the high level of customer service people can expect in Japan. What’s more, great customer service is given for free since it’s considered rude to tip in Japan. This no tipping rule is also great when dining out at a restaurant. None of the waiters are trying to smooze customers for tips, so everyone is available to attend to guests; you’ll never have to wait for “your server” to take your order. Also, at most department stores, newly purchased items are wrapped for free and carefully placed (not hurriedly shoved) in a bag. Customers are treated like kings in Japan and the only “fee” is a hearty “thank you” and even then customers don’t have to express their gratitude if they don’t feel like it (although they should).

People of the Internet, have you ever seen a man pop out of the wall in the subway? What other examples of great customer service have you encountered in Japan? Let us know in the comments section below.

Source: Karapaia

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Internet, Japan
(customer service • Subway • ticket machine)

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What can we learn from Japan’s customer experience? | Beyond Experience/Au-delà de l'expérience

March 9, 2013 at 12:41 AM

[…] Japan is known to offer outstanding customer service, below is another great example of how they accomplish this. What can we learn from their culture that could help us offer better customer experiences? en.rocketnews24.com/2013/03/08/secret-walls-in-the-subway-japanese-customer-service-at-its-best […]
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