Have you ever struggled to improve your customer service? Are you curious as to why Japanese service is so incredibly good? The truth is, there’s something in the Japanese culture that makes their approach to service singularly special. Embedded in their ways is Omotenashi, translated as “Japanese hospitality.” But true Omotenashi goes well beyond simply providing good service. It’s a philosophy of anticipating a customer’s needs and exceeding their expectations through selfless service and genuine care.
Can a gaijin (non-Japanese) learn and practice Omotenashi? And even more intriguing, if a gaijin can actually learn Omotenashi, can she teach it to other gaijin? Author and Shingo Instructor, Edwin Garro, provides 1-hour walkthrough of Omotenashi and the concepts behind exceptional customer service.
Agenda
Origins and definition
Three parts of outstanding service
Taking care of the invisible
Making your job a performance
Customer is Kami (god)
Case studies
Q&A
Other Resources:
Lean Rap Spoof Video - Baby Got Tools
Winner of the International Impact Book Award for Best Leadership Book - Picture Yourself A Leader
Comments