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

Course Code: FCS101-WS
Day: Sat Time: 10:00-16:30 Hours: 6 Sessions: 1 Semester: Summer Instructional Language: English Location: In-Person (Tokyo)

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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

With a rich tapestry of over 30 years in diverse professional realms, Paul Kates stands as a beacon of expertise and leadership in the field of Continuing and Corporate Education. Hailing from Toronto, Canada, Paul's journey in the business world took flight after earning his MBA from the prestigious Schulich School of Business at York University. His early career was marked by a pivotal role in the Entrepreneurial Services Practice at Ernst & Young, where he honed his skills in accounting, auditing, and consulting across a broad spectrum of industries.

Paul's career trajectory then ascended to management positions within leading companies in the consumer goods and hospitality sectors, including a tenure at a Fortune 500 company. Here, he was instrumental in driving initiatives in marketing, sales, customer service, and merchandising, showcasing his versatility and forward-thinking approach.

In 2006, Paul embarked on a new chapter in Tokyo, Japan, where he has since become a cornerstone of the academic and corporate training landscape. As the Director of Continuing Education and Corporate Education at Temple University Japan (TUJ), Paul leverages his extensive experience to inspire and educate. He delivers a wide array of business courses and workshops, equipping professionals and students alike with the knowledge and skills to excel in today's dynamic business environment.

Paul Kates is not just an educator but a mentor and innovator, dedicated to shaping the future of professional development and corporate education in Japan and beyond.