Japanese Customer Service: Part 1

Genki Dollar

17 Aug 202008:08

Summary

TLDRIn 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.

Outlines

00:00

🍽️ Superior Customer Service in Japan's Rigoletto Restaurant

The first paragraph of the video script introduces the theme of Japanese customer service, specifically focusing on the restaurant Rigoletto located in Roppongi Hills, Tokyo. The host, Genki, aims to showcase the exceptional hospitality experience provided by the restaurant. The manager, Nori, emphasizes the importance of putting customers first and explains the daily training routines for the staff, including morning and lunch meetings to review and motivate service quality. The script highlights the restaurant's philosophy of making customers feel happy and valued, which encourages repeat visits. The summary also touches on the staff's belief in their service role and the importance of customer impressions.

05:08

🤝 Genuine Interactions and Service Excellence at Rigoletto

The second paragraph continues the exploration of customer service at Rigoletto, with a focus on the interactions between the staff and the customers. It features a conversation between the host and a staff member about working in the restaurant, revealing a positive and enjoyable work environment. The staff member shares his experience visiting Sri Lanka and the positive feedback about the people there. The summary captures the warm send-off a guest receives upon leaving, illustrating the attentive and polite nature of the service at Rigoletto. The host reflects on the overall experience, emphasizing the high standard of service provided without expecting tips, and teases future videos that will explore different service sectors in Japan.

Mindmap

Keywords

💡Genki

The term 'Genki' is a Japanese word that means lively or spirited. In the context of the video, it is used as a personal identifier for the host, suggesting an energetic and enthusiastic approach to exploring customer service in Japan.

💡Omotenashi

Omotenashi is a Japanese word that refers to the traditional concept of hospitality, which emphasizes anticipating and fulfilling the needs of guests before they even ask. In the video, it is used to describe the high standard of customer service in Japan, where the staff at Rigoletto prioritizes the customer's experience.

💡Rigoletto

Rigoletto is the name of the restaurant visited in the video, located in Roppongi Hills, Tokyo. It serves as a prime example of Japanese customer service, showcasing how the staff's attention to detail and commitment to hospitality can create a memorable dining experience.

💡Roppongi Hills

Roppongi Hills is a popular landmark and shopping district in Tokyo, known for its upscale shops, restaurants, and offices. In the video, it is the location of Rigoletto, emphasizing the setting for the exploration of Japanese customer service.

💡Customer Service

Customer service refers to the assistance and support provided to customers before, during, and after a purchase. The video focuses on the exceptional customer service in Japan, highlighting practices such as attentiveness, personalization, and the importance of repeat business.

💡Manager

The manager in the video is the person in charge of Rigoletto Bar and Grill, who introduces himself as Nori. His role is central to the video's theme, as he explains the restaurant's approach to customer service and the importance of training and motivation for staff.

💡Training

Training in the context of the video refers to the daily meetings held by the staff at Rigoletto to review and improve their service. It is a key component of the restaurant's customer service strategy, ensuring that staff are well-prepared to meet the high standards of Japanese hospitality.

💡Motivation

Motivation is the drive or desire to achieve a goal. In the video, it is mentioned as a part of the daily service meetings, where staff are encouraged to provide excellent service. This is crucial for maintaining high standards and a positive work environment.

💡Service Points

Service points are specific aspects of customer service that the staff at Rigoletto focuses on to enhance the customer experience. In the video, these points are discussed during meetings to ensure that every interaction with customers is considered and optimized.

💡Kottu Roti

Kottu Roti is a popular Sri Lankan dish mentioned in the video, highlighting the restaurant's diverse menu and the staff's knowledge of different cuisines. It serves as an example of the restaurant's commitment to offering a wide range of enjoyable dining options.

💡Sri Lanka

Sri Lanka is a country in South Asia, mentioned in the video in relation to the Kottu Roti dish. The mention of Sri Lanka showcases the restaurant's international appeal and the staff's ability to connect with customers from different cultural backgrounds.

Highlights

Introduction to a video series on Japanese customer service, starting with a visit to Rigoletto restaurant in Roppongi Hills, Tokyo.

Emphasis on the importance of 'omotenashi,' or hospitality, in Japanese customer service.

The manager of Rigoletto, Nori, explains the philosophy of putting the customer first.

Daily staff training is conducted through morning and lunch meetings to ensure quality service.

The restaurant's approach to service is likened to a game aimed at keeping customers returning.

Staff are encouraged to think and work as waiters to improve the customer experience.

The manager's belief in the importance of making each staff member value their role in customer retention.

The restaurant's practice of immediate engagement with customers, such as speaking to them as soon as they smile.

The detailed service process, including welcoming guests, seating, and refills, is highlighted.

Mention of the restaurant's policy of not accepting tips, showcasing the high standard of service without additional incentives.

The host's personal experience of feeling like a superstar due to the attentive service.

A sneak peek into the excellence of Japanese service is provided, with a promise of exploring different service segments in future videos.

The video concludes with a call to action for viewers to share their thoughts on Japanese customer service and compare it with their own country's practices.

The host's appreciation for the restaurant's service is expressed, with a desire to return due to the positive experience.

The video provides a cultural insight into the high standards of Japanese customer service in the restaurant industry.

The host's interaction with the staff, including a conversation about working in a restaurant and the fun aspects of the job.

A brief discussion about the host's travel experiences in Sri Lanka, highlighting the friendly nature of the people.