[aik]

I'm not sure I fully agree with your Japan example. The Japanese are pretty fixed in how they do customer service (which has its negatives as well I understand), but often they do it better than any other place I've been. 2 quick examples:

1. Even at places like McDonalds the cashiers are incredibly friendly and attentive. They even bring the food to you if you go sit down.

2. At the exit to a car garage I lived near, there would be a worker who would take your ticket from you as you pull up to the exit, and put it in a machine. He would treat you like a king.

[jrockway]

Yes, but if you want anything that's not part of the script, it's never going to happen.

[_b8r0]

To be fair that applies to almost all parts of Japanese life from my experience.

[aik]

That's another interesting element of customer service: 1. Is the customer service standard high. 2. Is staff trained/have the understanding that deviation from their primary tasks is OK and good.

On #2 I agree Japan sucks, but I think the US sucks on that point as well, especially in places where young people (~16 years of age) are working. Understandably it may their first job so they may be overly nervous and cautious with what service they agree to (only ones dictated to them), but it does damage customer relations.