Service excellence Japan is designed to raise the level of customer service with specific applicability and relevance to the Japanese market. It provides participants with a better understanding of the unique needs of the Japanese customer, specific basic communication tools to use when dealing with the customer and better insight to this important tourist market.

Program at a Glance

1. The Journey Begins
   
   
• Getting to know you
  
• 3 elements of cross-cultural service
  
  
2. Awareness - Comparing our countries:
   
   
• Geography
  
• Demographics
  
• History
  
• True or False?
  
• Culture
  
  
3. Appreciation
   
   
• Characteristics of the Japanese traveler
  
• Group travel
  
• 5 common types of Japanese visitors
  
• Create your own itinerary
  
• Sample itinerary
  
• Japanese service fundamentals
  
• General considerations
  
• Service expectations – do’s and don’ts
  
• Addressing the Japanese visitor’s concern
  
  
4. Attentiveness
   
   
   • Non-verbal communication
     
   • Non-verbal communication: sign language for Japanese visitors
     
   • Verbal and vocal communication
     
   • Japanese language basics
     
     
5. Action – Now It’s Up To You!
   
   
   • Your Service Excellence Japan action plan
     
   • Tips for the accommodation sector
     
   • Tips for the restaurant sector
     
   • Tips for the retail sector
     
   • You can go further
     
   • Bibliography
     
   • For your Information

Who Should Attend

• Front line staff
  
• Supervisory staff
  
• Management

Session Details

• One (1) day session (7 hours)
  
• Between 15-20 participants
  
• Interactive format
  
• Take-away manual for individual participant
  
• Certificate of Recognition and pin upon completion

Register today!