Japanese Customer Service: Part 1
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
🍽️ 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.
🤝 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
💡Omotenashi
💡Rigoletto
💡Roppongi Hills
💡Customer Service
💡Manager
💡Training
💡Motivation
💡Service Points
💡Kottu Roti
💡Sri Lanka
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.
Transcripts
Welcome back to another video with your boy Genki dollar cash money currency
Bitcoin, you already know what it is. Today, I will cover the first part of what
Superior customer service looks like in the Japanese society.
In part 1, I am going to visit a restaurant called Rigoletto
It is in the popular landmark tower called Roppongi Hills in Tokyo. In the following videos I am going to show you
how customer service is done in Japan in other service areas. So stay tuned. In the comment section
Let us know what you think about Japanese customer service or how customer service is done in your country.
But today let's go check out Rigoletto!
Nice to meet you
Thank you as always
What does omotenashi (Hospitality) mean to you?
Hospitality is about putting the customer first
I see
We always tell our staff to put our customers first before themselves
That is amazing
Are you the manager of this place?
Yes, I am the manager of Rigoletto Bar and Grill, Roppongi. My name is Nori
Thank you as always
Regard service, do you have a training for your staff every day?
Yes, as the basics of daily service
We hold morning and lunch meetings
And if possible we try to hold a closing meeting
At the morning meetings we review what they learned yesterday.
Today`s service points based on what we learned yesterday
Give motivation
Tell the point of service
Then open the restaurant to customers
That is great
That is the point
Thats why I like this restaurant
When I come here. hmm
I feel happy
I am glad to hear that
Makes me want to come back again
For example, how you open the door and welcome
Take one to their seat
Our boss often says
Our service is based on a game on how to keep customers to coming back
How to get them back
Firstly, you should think and work as a waiter
What should we do based on that
I make each staff believe and value what they do
Because if the customers do not return there is no point
Because there are many impressions at that time
I try to teach as much as I can and I am careful as well
When I see someone smile(Ex, like Dollar) I do my best to speak to them right away
That make sense
Yes
Thank you
Thank you as always
Excuse me. Thank you for waiting.
Garlic toast and shrimp ajillo
It does not contain pork
I am shy
My friend how are you?
I am fine
How is it to work in a restaurant?
It is fun
School or work? (Many students work part time at restaurants)
I am permanent staff. I see
Is it fun? It is fun. I am glad to hear that
How about kottu roti?
Rottu roti is delicious
Sri Lanka is #1
Really
How you been there
Nuwara Eliya, Colombo, Kandy
How was it?
Very good. Everyone is very nice.
Thank you
Thank you.
Thank you as always
Thank you very much. Thank you for the meal
Guest is leaving. Thank you so much
See you next time
Thank you so much for coming with me today, so as you can see that is restaurant service
Part 1, I am going to take you to different areas. But today, you could see I walk in
They make you feel like a superstar from the get-go
The way they walk you in sit you down ask for refills (Thank you in Japanese)
Like the whole kit, you know what I mean and they do all of that
Without no tip, they do not even take tip
How amazing is that?
Unbelievable service. So anyway, I hope you guys got a small sneak peek into
What Japanese excellent service looks like and I am going to take you like I said to different segments
So until next time stay tuned!
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