Japanese Customer Service: Part 1

Summary

In this video, Genki explores the exceptional customer service in Japan, starting with a visit to Rigoletto restaurant in Roppongi Hills, Tokyo. The manager, Nori, emphasizes the importance of 'omotenashi', or hospitality, which prioritizes customer satisfaction. The staff undergoes daily training to ensure consistent, attentive service. Genki highlights the staff's warm welcome, attentive seating, and prompt refills, all without expecting tips. The video offers a glimpse into Japan's service culture and promises to showcase more examples in upcoming episodes.

Takeaways

• 🎥 The video features Genki exploring Japanese customer service, starting with a restaurant called Rigoletto in Roppongi Hills, Tokyo.
• 🍽️ Rigoletto's manager, Nori, emphasizes the importance of putting customers first, which is a core principle of omotenashi (hospitality) in Japan.
• 📅 The staff at Rigoletto receive daily training during morning and lunch meetings, with a focus on reviewing past experiences and preparing for the day's service.
• 🌟 The restaurant's service philosophy is to make customers feel like superstars from the moment they walk in, aiming to create a memorable experience.
• 🔄 Rigoletto's service process includes greeting guests, seating them, and offering refills, all without expecting tips, showcasing the high standard of Japanese service.
• 🤝 Nori, as the manager, is actively involved in training staff to ensure they understand the importance of customer retention and the impact of their service.
• 💬 The video includes interactions with staff and customers, highlighting the friendly and engaging nature of the service provided at Rigoletto.
• 📚 The script mentions the concept of 'service points' based on learning from past experiences, indicating a continuous improvement approach to customer service.
• 🏆 The manager's role is to motivate staff and instill a belief in the value of their work, recognizing that customer return visits are crucial for success.
• 🌍 The video promises to showcase customer service in various other areas in Japan in subsequent parts, indicating a broader exploration of the topic.
• 👋 The script ends with a call to action for viewers to share their thoughts on Japanese customer service and compare it with their own experiences.

Q & A

What is the main topic of the video?

The main topic of the video is to showcase superior customer service in Japanese society, starting with a visit to a restaurant called Rigoletto.

Where is the restaurant Rigoletto located?

Rigoletto is located in the Roppongi Hills landmark tower in Tokyo.

What does the term 'omotenashi' mean in the context of the video?

In the video, 'omotenashi' refers to the Japanese concept of hospitality, which is about putting the customer first.

What is the role of Nori in the video?

Nori is the manager of Rigoletto Bar and Grill in Roppongi, and he explains the importance of customer service and staff training.

What kind of training do the staff at Rigoletto receive?

The staff at Rigoletto receive daily training through morning and lunch meetings, where they review past experiences and discuss service points and motivation.

What is the manager's approach to ensuring customers return to Rigoletto?

The manager emphasizes the importance of making each staff member believe in and value their work, as customer return is crucial for the business.

How does the staff at Rigoletto make customers feel welcomed?

The staff at Rigoletto makes customers feel welcomed by opening doors, seating them, and being attentive to their needs without expecting tips.

What is the significance of the phrase 'the whole kit' in the video?

The phrase 'the whole kit' refers to the complete set of excellent customer service practices that the restaurant staff follows.

Why does the manager mention 'a game on how to keep customers coming back'?

The manager uses the phrase to illustrate the strategic approach they take to ensure customer satisfaction and repeat business.

How does the video creator describe the service at Rigoletto?

The video creator describes the service at Rigoletto as 'unbelievable' and notes that it makes customers feel like superstars.

What does the video creator plan to do in the following videos?

The video creator plans to show how customer service is done in other service areas in Japan in the following videos.