Omotenashi: Customer Service from the Heart

Summary:

Have you ever struggled to improve your customer service? Are you curious as to why Japanese service is so incredibly good? The truth is, there’s something in the Japanese culture that makes their approach to service something special. Embedded in their ways is Omotenashi, translated as “Japanese hospitality.” But true Omotenashi goes well beyond simply providing good service. It’s a philosophy of anticipating a customer’s needs and exceeding their expectations through selfless service and genuine care.

Can a gaijin (non-Japanese) learn and practice Omotenashi? And even more intriguing, if a gaijin can actually learn Omotenashi, can she teach it to other gaijin? Join Author, Shingo Instructor, and ASQ Fellow, Edwin Garro, for a 1-hour webinar on how to apply Omentashi on Thursday, April 18th to discover the purpose and process behind exceptional customer service.

Agenda

• Origins and definition

• Three parts of outstanding service

• Taking care of the invisible

• Making your job a performance

• Customer is Kami (god)

• Case studies

• Q&A

Bio:

Edwin Garro is co-author of “Your Creativity Sprint” and author of “Proyectos de Innovación con DFSS (Design for Six Sigma)”

He is a master trainer in Lateral Thinking, Six Thinking Hats and Design Thinking. Also a certified trainer in Strategic Thinking and a Shingo certified instructor… and CQE, CQA, CMQ/OE, CQI and CSSBB from ASQ.

Edwin is an ASQ Fellow, former ASQ board member and former ASQ Regional Director for Latin America. He is also an Associate Academician for the International Academy for Quality.

He loves blogging, podcasting, writing and speaking in conferences, meetings, webinars, and anywhere else where they let him in…

Registration coming soon!