CS Customer Satisfaction / Services Training - Japanese CS（One day）　日本のＣＳを学ぶ研修

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研修内容・特徴outline・feature

◆Course Overview:
This course covers Japanese CS (Customer Satisfaction), focusing on the cultural background.
In the first half, participants learn theory and about the customer’s way of thinking, and in the latter half, they perform role plays learning the points to note or techniques used in satisfying customers.

研修プログラム例program

Sample program
	Contents	Methods
	Ⅰ．CS (Customer Satisfaction) and a sense of professionalism 【Workshop】What do you think when you hear the words "Japanese Customer Satisfaction"? A）Japanese CS, on which services in Japan are based B）A sense of professionalism that goes way beyond the expectations of the customers C）The "Customers are number one" concept in Japan ～customers always take precedence	Lecture Workshop
	Ⅱ．Japanese Customer Satisfaction, based on the culture of "getting the message" or "penetrating the thinking of others" and creating unaware value A）Thinking about the differences in cultures ～high context culture and low context culture B）Basis of Japanese services ～reading between the lines, understanding unsaid messages and getting the needs of customers (strengthening observation skills) C）A beautiful form of CS ～reserved, unselfconscious, but scarcely found D）Culture of cushion words ～words to soften awkward topics (e.g. "I am afraid that ...")	Lecture
	Ⅲ．Thinking customer satisfaction（CS) from many sides 【Workshop】 If you were a customer, what would you expect a company or its employees to do for your business ? 【Workshop】 If you were a customer, what are the things you would not want that company or its employees to do for your business ?	Lecture Workshop
	Ⅳ．Points in CS A）The starting point of CS is "how to make our customers happy" B）Promotion work is to be carried out by everybody, namely each member of staff ～ "Each member of staff conducts him/herself as a representative of the organization" as much as possible C）CS should make your job rewarding ～ Receiving a "Thank you" from a customer results in a continuing good level of service D）Your colleague's "good work" leads to "better work" from you E） Customers' advance expectations F） Listening to the customers ～ Job sites are full of hints for CS improvements	Lecture
	Ⅴ．Thinking about CS improvement of your own workplace 【Workshop】 Pointing out five concerns about CS improvement of your workplace A）Prioritizing types of improvement B）Thinking about how to achieve the goals ～ About "the start" and "the goal" C）How to achieve ～ Deciding on things you choose not to do	Lecture Workshop
	Ⅵ．Wrap up 【Workshop】 Sharing what you have found out in the training