Japan Comprehensive Service study plan

Define the service-profit chain and explain in writing how employee satisfaction, retention, and productivity link to customer-perceived value in a Japanese service business

Map the moments of truth in a typical customer journey for a retail or restaurant setting and label each touchpoint as physical, verbal, or environmental

Distinguish expectations-based service quality gaps (knowledge, standards, delivery, communication) and identify one realistic example of each in a Japanese operation

Calculate basic service metrics (average waiting time, first-contact resolution rate, complaint rate per 1,000 customers) from a sample dataset you construct yourself

Write a standard operating procedure for a single service interaction (greeting through farewell) in 10 steps or fewer, each step with a measurable completion criterion

Apply the plan-do-check-act cycle to a fictional complaint trend and describe each stage in concrete actions

Identify three sources of service process waste (waiting, rework, motion) in a sample workflow and propose one elimination tactic per source

Explain how visual management tools such as checklists, floor markings, and standardized scripts support consistent service quality

Produce and self-record 10 keigo role-plays covering greeting, confirming an order, apologizing for a delay, declining a request, and closing a transaction

Classify 30 given phrases into sonkeigo, kenjōgo, and teineigo, and correct at least 90 percent accurately

Explain the difference between casual, polite, and honorific registers and select the correct register for five described situations (internal colleague, customer, senior manager, phone caller, written email)

Draft a written apology email for a service failure using a four-part structure: acknowledgment, cause, remedy, prevention

Explain in writing how to adjust keigo and speech speed when serving non-Japanese-speaking customers without sounding condescending

Demonstrate five repair strategies (rephrasing, writing, gestures, translation tools, slowing speech) in a recorded dialogue with a simulated inbound customer

Describe three cultural expectations inbound visitors commonly hold about Japanese service and three common misunderstandings, with a service response for each

Identify basic etiquette differences for visitors from at least three regions (for example East Asia, Europe, and North America) relevant to dining, tipping, and queuing

Demonstrate the full sequence of a business card exchange and seating order for a meeting with three participants of differing seniority

List and demonstrate the correct angles and timing for three bows (eshaku, keirei, saikeirei) and state when each is appropriate

Explain the rules for door position, seat order (kamiza and shimoza), and elevator precedence in a business setting

Draft a thank-you follow-up message within 24 hours of a simulated meeting, using appropriate honorific register

Conduct a hazard identification walkthrough of a simulated workplace and log at least 15 hazards classified by type and severity

Explain the hierarchy of controls and apply it to three hazards, ranking controls from elimination to personal protective equipment

Describe correct hand hygiene steps and food-safety temperature control points relevant to a food service operation

Outline the immediate response sequence for a customer medical emergency, including escalation, crowd management, and documentation

Explain the purpose and basic content of a business continuity plan for a service site facing a natural disaster

Summarize the core obligations that consumer protection and product liability rules place on a service provider, using your own examples

Explain the purpose and key requirements of personal information protection rules for handling customer data, including consent, purpose limitation, and third-party provision

Describe an employer's duty of care and the practical meaning of reasonable accommodation in a service workplace

Identify three compliance risks specific to inbound service (for example tax-free sales documentation, language of contract terms, and handling of foreign identification) and state the correct handling for each

Explain why record-keeping and audit trails matter for demonstrating compliance during an inspection

Design a customer satisfaction survey with at least 8 items and a scoring method, and interpret a set of sample results you create

Run a root-cause analysis on one simulated service failure using the five-whys method and propose two corrective actions

Assemble a one-page inbound service guide covering language support, cultural notes, payment expectations, and accessibility

Complete a timed 60-question mixed mock exam across all seven domains and review every incorrect item with a written correction note