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.