This letter will include the matter of Service Organization of Odakyu Department Store and its strength and weakness of the training I received from your department in advance. The strongest strength that I felt mostly been learnt during the time of training I received was on the Customer Compatibility Management. Customer compatibility management is the "practice of selecting and targeting the appropriate customer mix to encourage satisfying customer-to-customer relationships when customers interact, yet have different reasons for using the service or different customers". (103) Since Odakyu Department store handles luxury products rather than inferior, it is important to keep the good amount of customers who are relatively wealthy. In order …show more content…
Those cards automatically gets Odakyu points added to their customer's account, every time they shop at Odakyu, and have the sign to come up on the screen so that the casher's know the level loyalty of the customer with Odakyu department store. This will help the casher to be able to provide the suitable customer-employee service, and through the training it made it clear for the trainees to figure out that Odakyu Department store is the department that is heavily customer centric. Connecting from the first point, putting on focusing to train how to build customer loyalty was another point, which I consider it as one of the strength of the training. As Japanese basic customer service require high level in quality, trainees gets told to place customer satisfaction to be the prior point in order to create an excellence customer experience. This was told by seeking for the 'Customer Delight', which "occurs when customer expectations are significantly exceeded"(148). In order to overcome the customer expectations, and to create customer delight feeling within the customers and eventually lead them to become the loyal customers, Odakyu Department store has the …show more content…
As we are all human, each employee would have the diversity within the learning process. Different learning needs can be assigned to different learning styles, such as visual, auditory, and kinetic learners. Visual learners mainly learn material by seeing, such as to see power points, seeing the video and so on. Auditory learners learn by listening to words, reading the sentence out loud, and Kinetic learners learn while moving, and by actually doing the matter that needs to be learnt for example, if the kinetic learners needs to learn how to use the casher machine, they need to learn by actually using the casher machine. However, a manager talking through what needs to be remembered is the only way of Odakyu's training program, which is only be advantageous for the auditory learners, and the visual learners and the kinetic learners may experience difficulties learning those materials which is definitely the weakness of the Odakyu training program. Flexibility of the training program and the consideration for trainees plays an important rule in order to carry on the training efficiently and to leverage employees' discretionary