Takehiko Furuya× Chisako Takashima

Enhancing meticulous services for foreign tourists

Takashima

I imagine that an increasing number of foreigners are visiting Ginza. Have you made any improvements to the service that you provide to accommodate them?

Furuya

We have increased the number of interpreters and enlarged our tax refund counter and cosmetics corner.
I have been told that Chinese tourists have very limited time to shop, so we have made arrangements so that they can shop as quickly and smoothly as possible. We have created a new shopping area stocked with popular products adjacent to the tax refund counter. This has reduced confusion and our customers seem to be very happy.

Takashima

With more foreign visitors expected as the Olympic Games near, I am sure that you will be very busy enhancing your product lineup and customer services.

Furuya

Yes. We do believe that we need to enhance our service scheme to facilitate shopping, including increasing the number of interpreters and improving tax refund procedures. However, we are not so concerned about our product quality and hospitality, because the Japanese people have the highest expectations for goods and services. In other words, if we can offer goods and services that satisfy our Japanese customers, we will surely be able to satisfy our foreign customers. We have confidence in the quality of our products, but color preferences can vary among people from different countries, so we hope to be fully prepared in that context.

Takashima

I see. If Japanese customers are satisfied, then foreign customers will be happy too.

Furuya

Yes. I feel that Japanese customers who come to Ginza have high expectations for Ginza. Many of the comments we receive from our customers are about our hospitality. Some people point out that “the sales staff did not smile”, while others compliment us for “taking good care of” our customers. We seek to be careful to provide the kind of hospitality that will not disappoint our customers or disgrace Ginza’s name.