I.Knowledge of Customer Service
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I.Knowledge of Customer Service

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@ProudRosemary

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Questions and Answers

What is the basic form underlying the various ways to express omotenashi-no-kokoro called?

  • Gesture
  • Form
  • Kata (correct)
  • Style

    • Why is it important to practice the kata related to omotenashi-no-kokoro?

  • To integrate it into daily tasks
  • To learn about its history
  • To express it effectively (correct)
  • To memorize its definition

    • Which of the following statements accurately reflects the practice of conveying omotenashi-no-kokoro?

  • Different forms can replace the basic kata.
  • Adhering to an established behavior pattern is crucial. (correct)
  • It does not require specific actions.
  • Effective expression is only about memorization.

    • What does the term 'omotenashi-no-kokoro' primarily emphasize?

    <p>Hospitality and customer service</p> Signup and view all the answers

    Which of the following is NOT a key component in conveying omotenashi-no-kokoro?

    <p>Creative interpretation without form</p> Signup and view all the answers

    What primarily determines whether a customer is satisfied or dissatisfied with a restaurant?

    <p>The difference between their expectations and the actual service experience</p> Signup and view all the answers

    What influences a customer's expectations regarding service in a restaurant?

    <p>The customer's previous experiences and information</p> Signup and view all the answers

    What occurs when a customer's expectations exceed their actual experience?

    <p>They become dissatisfied and may complain</p> Signup and view all the answers

    What is a likely outcome for restaurants that successfully meet customer expectations?

    <p>They will gain repeat customers</p> Signup and view all the answers

    Which situation indicates a normal service experience for a customer?

    <p>Expectation = Experience</p> Signup and view all the answers

    What are the 4 factors/elements that determine customer satisfaction?

    <p>Quality, Service, Cleanliness, Atmosphere</p> Signup and view all the answers

    Study Notes

    Conveying Omotenashi-no-kokoro

    • A standard "kata" or fundamental form underlies all expressions of omotenashi-no-kokoro
    • Practicing the kata is crucial for properly conveying the spirit of omotenashi-no-kokoro
    • The text emphasizes following established patterns of behavior to effectively communicate omotenashi-no-kokoro

    Customer Satisfaction

    • Customer satisfaction (CS) means making the customer happy.
    • Customer service is key to achieving CS.

    Satisfaction & Dissatisfaction

    • A customer's satisfaction depends on the difference between their expectations and the actual service experience.
    • Customer expectations are influenced by their experiences, information, the restaurant atmosphere, prices, etc.
    • To satisfy customers, a restaurant must meet their expectations.
    • Exceeding expectations leads to customer impression.

    Repeat Customers

    • Repeat customers are those who return to a restaurant.
    • Satisfied customers are more likely to become repeat customers.
    • Repeat customers are crucial for a restaurant's success.

    Image of Customer Satisfaction

    • If a customer's experience exceeds their expectations, they will be satisfied, and possibly impressed.
    • If a customer's experience matches their expectations, they will be neutral.
    • If a customer's experience falls short of their expectations, they will be dissatisfied, and possibly complain.

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    Description

    Explore the fundamental forms of omotenashi-no-kokoro in this quiz. Learn about the importance of practicing established patterns to effectively convey this spirit. Test your understanding of how kata underpins the expression of omotenashi in everyday interactions.

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