Training of Customer Satisfaction and Reception

Training of Customer Satisfaction and Reception
13/10/09 Update


Track record Line up Our Coach Contact

Aims and features

Japanese CS based on the spirit of “omotenashi (hospitality)

There is the special way of thinking of customer satisfaction called “omotenashi (the spirit of hospitality)” in Japan. And because of it, Japanese CS has a top-class quality in the world.
What is “omotenashi” all about? It is the spirit of hospitality to please the guests and provide comfort. To be thoughtful of the opponent to please him just as he desires has long been developed as the essence of service industry in Japan.
A shop assistant greets with “Irasshai-mase” (“Welcome”) when a guest comes in. He precisely understands the guest’s needs to propose a product or a service. Then he bows deeply to the guest with appreciation for purchasing a product or a service and for visiting. Even now you can see such sequence of typical “omotenashi” (hospitality) at some Japanese traditional hotels and venerable department stores. Wherever they provide services such as ordinary restaurants, shops, banks, Japanese treat guests with politeness and respect because they have the spirit of “omotenashi” (hospitality) deep within themselves.

Business is to provide products and services that satisfy the other party. So we recommend that all the foreign affiliates of any type of business should learn the high quality Japanese Customer Satisfaction based on “the omotenashi spirit” to grasp a part of Japanese ways of business. We suspect you often feel irritated to find the Customer Satisfaction of the home country ineffective to produce any satisfactory outcome in Japan.

Practical CS・Reception training

This training program focuses on the way of reception accepted in the Japanese society, the “omotenashi-based” Customer Satisfaction. You will learn what kind of reception is expected by Japanese people and to what aspects you are required to pay attention in terms of Customer Satisfaction in Japan through lectures and role play.

＜Process＞
Introduction (consciousness-raising)
・What is Customer Satisfaction all about?
・What is “omotenashi”, the Japanese CS?
・Basic etiquettes required for “omotenashi”
Hearing and speaking manners required to receive a guest
Telephone handling
Points for CS improvement of all organization
Design a CS improvement plan.



Track Record

The reason why our training is popular

We deliver around 200 trainings of this type annually. The topics of the training can be individual skill or a combination of skills such as CS and reception, complaint handling, CS leadership, etc. We can design and provide training programs for employees of any business field and position to meet the demands of our customers.

Total participants
13,723(※Period covered:2012/4/1～2013/3/31)

Evaluation

Content: Understood well,
Understood
95.5%
Trainer: Excellent・Good
94.8%

Comments from participants

    • Lecturer talked in a nice tone that was comfortable and intelligible for participants, and it was easy to understand. I truly felt that the lecturer is undoubtedly a professional. My workplace has much correspondence with parents, although there are not many opportunities to give service as a receptionist, I would like to communicate with them starting with greeting and utilize what I have learnt today.
    • Although I have taken trainings on the same topic for many times already, I was drawn into the lecturer's conversational magic. It is the most convincing training that I have ever attended. I want to make use of it right from today. I think that this skill can be applied to my family too.
    • Since I always serve the customers behind a counter, I am used to giving polite correspondence. I was so surprised and thought “Is there really such a way of speaking?” when I heard a more polite way to make responses. I really learnt a lot.

Our Coach

Our lecturers are active in the front line of customer services. They are proficient in telling the knowledge and know-how based on their success and failure experiences in customer services, handling complaints and taking phone calls. As we also have many lecturers who have rich experience in management and giving guidance, we are confident in spreading CS consciousness and encouraging organizational reform.

Sample training program


Sample Program
Content
Method
  • １. What is customer satisfaction?
    Learn the points of CS improvement based on the basics of customer satisfaction.
    【Exercise】 Think CS from the clients' perspectives.
Lecture
Exercise
  • ２. The basic manners required for CS
    （１）Appearance (Have cleanliness, modesty and common sense.)
    （２）Greeting (How to greet on each occasion）
    ・When a customer comes　・When you start waiting on the customer
    ・When the customer leaves
    （３）Facial expression (Smiles, jaw angles and gaze）
Lecture
  • ３．Listen and Speak
    （１）Tone of voice and the way of speech (Easy-listening, speed, talking habits and intonation）
    （２）The basics of wording (Humble expression, Respect expression, Polite expression）
    （３）"Listen" and "ask"
    （４）Speak (Be considerate of the listener.)
    （５）How to refuse/request (Be polite with words to soften awkward topics.)
Lecture
  • ４．Manners required when receiving a customer
    （１） The basic points for waiting on a customer(Reconfirm three points.)
    ・Cheerful expressions, appearances and greetings
    （２）Attitude, action (the postures of standing and sitting, behaviors when receiving business documents, pointing something, and greeting
    （３）The basic flow and required manners when receiving a customer
    【Exercise】Role play in pairs (a visitor and a receiver) about greeting and guiding the visitor　
    ・Theme: In a case when the visitor knows which section to visit and when he/she does not
    【Exercise】Role play in pairs (a customer and a receptionist)
    ・Theme: When receiving a reservation request
Lecture
Exercise
  • ５．Telephone call handling
    （１）Three principles in telephone call handling (Be quick, accurate and polite.)
    （２）The basic rules in telephone call handling 　(Answer quickly, put someone on hold, transfer, and use proper words.)
    （３）The basic flow of telephone call handling
    【Exercise】Role play in pairs (A caller and a staff) 　
    ・Theme; Inquiry of registration for citizen farm
Lecture
Exercise
  • ６． How to improve CS in the whole organization
    Initiate CS improvement as the whole organization by holding monthly CS improvement meetings, etc.
    【Exercise】Review "the customer priority service system."
Lecture
Exercise
  • ７．Decide an improvement plan of an important topic
    【Exercise】 Make "an action plan for the next three months."
Exercise

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TEL:＋813-5577-2273(Tokyo)

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