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Foreign Customer Service and Omotenashi: What's the Difference?

Course Code: FCS101-WS
Start Date: 2023/8/26 End Date: 2023/8/26 Day: Sat Time: 10:00-16:30 Hours: 6 Sessions: 1 Semester: Summer Medium of Instruction: English Location: In-Person (Tokyo)

Registration Open

Course Description

What are the challenges that Japan's tourism industry will face with the expected boom in Western visitors to Japan now that its borders are reopening to tourism? How will it respond? Is traditional Omotenashi going to be enough to satisfy Western tourists? This workshop will address these questions and more. 
It’s not about trying to fix something that isn't broken. Instead, it's about adding another dimension to traditional Omotenashi in order to better serve Western customers. This workshop would benefit those working in all facets of Japan's tourism industry including: hotels, restaurants, travel agencies, retail stores, attractions, as well as volunteers for the upcoming 2025 World Expo in Osaka.


No required textbook


Paul Kates

Instructor Biography

Originally from Toronto (Canada), Paul Kates has over 20 years of diverse professional experience. After the completion of his MBA from the Schulich School of Business at York University, he began his career in the Entrepreneurial Services Practice of Ernst & Young, providing accounting, auditing, and consulting services to a wide variety of businesses. He then moved on to management positions for companies operating in both the consumer goods and hospitality sectors, including a Fortune 500 company, where he was engaged primarily in marketing, sales, customer service, and merchandising activities. Paul arrived in Tokyo in 2006 and has spent the majority of his time here as a University Instructor and Corporate Trainer. Among other things, he teaches an assortment of business courses and workshops at TUJ.