Author: Kojuro Kurokawa
Publisher:
Publish Date: 2003-12-01
Features: This book, titled "Human-Centered Service," was not newly written but compiled from a series of short articles originally published in the "High Stool" column of Daigo News. Since it is primarily aimed at employees of Daigo Transport, it may be difficult for readers outside the company to fully understand. While strictly adhering to the employee manual may be sufficient for maintaining ordinary service standards, it is not always effective for delivering excellent service. So, how can excellent service be provided? Morality requires employees to go beyond the employee manual and adaptively solve specific problems; secondly, it relies on the diligence and wisdom of employees, standing in the customer's shoes and determining their words and actions based on the customer's preferences and aversions.
Human-centric service
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