1. JAPANESE CUSTOMER SERVICE MODEL
WHAT WE CAN LEARN FROM
THE EXTRAORDINARY
JAPANESE CUSTOMER SERVICE MODEL

2. Not just in 5 star hotels or their many Michelin Star restaurants
Customer Service in Japan is consistently good across all walks of life.
Not just in 5 star hotels or their many
Michelin Star restaurants

3. Introducing 'Omotenashi' and the extraordinary CS best practice customer service culture of Japan.
Omotenashi is a Japanese world that is being heavily promoted to refer to the extraordinary approach to the delivering consistently extraordinary customer service.
Everybody who visits Japan is struck by this unique mix of extreme hospitality and advanced customer service.
Right across the social and commercial landscape, From 5* hotels to humble guesthouses, high end luxury retail shopping boutiques to humble convenience stores.
EXAMPLES HERE.....
By examining this inspiring example of best practice CS delivered by an 'exotic' and distant culture we can shine a light on our own CS behaviours and attitudes without feeling threatened.
Human and professional curiosity makes it natural to listen and engage with an open mind.
In this way, our workshop uses the example of the Omotenashi JCSM as a tool to engage, inspire, educate and challenge CSA's in UK to excel.

4. Why is Japanese customer service so good?
Customer Service Attitudes lead to
Customer Service Behaviours
They have a different idea of what a “Customer” is
The idea is that the customer is also a guest
So that customer service is a form of hospitality
This idea lets them effortlessly
deliver consistently high level service
without feeling servile

5. Why would I want to adopt these customer service philosophies for my business?
Because by 2020 Customer Service will have become
the key brand differentiator
In a world of instant negative Social Media Feedback
Extraordinary customer service increases
customer loyalty, retention and sales
Lower your staff turnover costs by reducing
the burnout that comes from feeling servile

6. Are these behaviours hardwired into Japanese cultural DNA?
No. They can be easily adapted to suit our western markets.

7. We studied Japanese Customer Service from first principles
And created an easy to understand model of
the philosophies and behaviours

8. To easily and rapidly improve your CS/X here in U.K.
We show you how to adapt some of the Japanese CS behaviours and service styles
To easily and rapidly improve your CS/X here in U.K.