Specified Skilled Worker( ⅰ ) Study Materials for Skills Assessment Test for Food Service Industry - Customer Service - Version 1 - Provisional Translation (English)

Sep 30, 2026

Study Materials for Skills Assessment Test for the Food Service Industry explain core knowledge and practical skills needed to work in restaurants under the Specified Skilled Worker(ⅰ) requirement. The document organizes preparation work, hygiene-related matters, and customer-service operations into structured subjects. In the Customer Service section, it introduces hospitality mindset, Japanese customer-service concepts such as omotenashi, the meaning of customer satisfaction, how expectations and experiences interact, and how this relates to satisfaction, impressions, and complaints, forming the basis for daily service.

LanguageEnglish

CategoryExam

FormatPDF

Pages47

Reading Time1 h 58 min

AccessFree to download

Knowledge of Customer Services

Customer services

Basic customer service operations

Meal time etiquette

Dealing with customers who require help

Appropriate waiting (serving)

Basic customer service terms and how to use them

Knowledge of Foods

Food allergies

Handling alcohol

Nutrition

Tastes

Food diversification

Knowledge of Restaurant Management

Preparing for the business day & end-of day tasks

Cleaning tasks (outside the kitchen)

Knowledge of cash and cashless payments

Knowledge of Handling Complaints

Handling customer complaints

Handling situations involving foreign object contamination

Knowledge of Emergency Responses

Responding if somebody is ill

Responding in the event of a natural disaster

Specified Skilled Worker( ⅰ ) Study Materials for Skills Assessment Test for Food Service Industry“Customer Service” Version 1 (2021 April 15 revision) Provisional Translation (English) Japan Foodservice Association These "Study Materials for Skills Assessment Test For Food Service Industry" introduce the basic knowledge and skills required to work in the restaurant sector. under the requirements of Specified Skilled Worker( ⅰ) . Furthermore, the Japanese vocabulary used in the original materials constitutes a basic requirement to be able to work in the restaurant sector in Japan The skills assessment test required to obtain a status of residence for Specified Skilled Worker( ⅰ), consists of three subjects. Hygiene Control Related Matters Matters Predominantly Related to Preparation Tasks Matters Predominantly Related to Customer Service Operations “Hygiene Controls” “Preparation of Food and Drink” “Customer Service” The Study Materials are similarly made up of these three subjects. This material introduces “Customer Service” which is the matter predominantly related to the customer services deemed necessary to work in food service industry. This material introduces the basic knowledge etc. , needed for the tasks; however, some content may differ from the rules etc. , applicable in the actual place you work. This is because, while the basic concepts are the same, the way they are carried out may differ depending on the place you work. In this case, please observe the rules that apply in your workplace. Table of Contents Ⅰ. Knowledge of Customer Services 1. Customer services 2. Basic customer service operations 3. Meal time etiquette 4. Dealing with customers who require help 5. Appropriate waiting (serving) 6. Basic customer service terms and how to use them Ⅱ. Knowledge of Foods 1. Food allergies 2. Handling alcohol 3. Nutrition 4. Tastes 5. Food diversification Ⅲ. Knowledge of Restaurant Management 1. Preparing for the business day & end-of day tasks 2. Cleaning tasks (outside the kitchen) 3. Knowledge of cash and cashless payments Ⅳ. Knowledge of Handling Complaints 1. Handling customer complaints 2. Handling situations involving foreign object contamination Ⅴ. Knowledge of Emergency Responses 1. Responding if somebody is ill 2. Responding in the event of a natural disaster Ⅰ. Knowledge of Customer Services 1. Customer services (1) Characteristics of customer service (characteristics of customer service in Japan - "omotenashi-no-kokoro (the spirit of hospitality)” and how it is expressed-) The following are examples of some of the characteristics of customer service in Japan. When foreign tourists come to Japan, what is it that they find most surprising.? You often hear them say: ・People are always cleaning up wherever you go-everywhere is so clean and fresh. ・Japanese people are so pleasant, kind and polite The Japanese have cultivated these characteristics in their culture, over a long history. And they are expressed in the Japanese term “omotenashi ”. Omotenashi means “hospitality.” This omotenashi , so characteristic of customer service in Japan, was also used as one of the key words in the bid for the Tokyo Olympics. The food service industry (restaurants etc. ,) is one type of hospitality business; like hotels, passenger ships, and theme parks etc. Consequently it is important to have omotenashi-no-kokoro in customer service in restaurants etc. , as it allows us to provide omotenashi . It is important to adhere to an established pattern of behavior (called “form”) when conveying omotenashi-no-kokoro . While there are many forms in which to convey omotenashi-no-kokoro , thereis a basic form (“kata ”) that underlies them all, which you should remember. And make sure you practice so that you can properly express this kata . (A)

FAQs

What is the purpose of these study materials for food service skills assessment?

They introduce the basic knowledge and skills required to work in the restaurant sector under the Specified Skilled Worker(ⅰ) requirements, including the customer-service content deemed necessary for daily work.

How is customer satisfaction defined in the document?

Customer satisfaction (CS) means making the customer happy. It depends on any discrepancy between the customer’s expectations and the experience of the service actually received.

Which factors influence a customer’s expectations?

Expectations are affected by the customer’s experiences, the information they have, the atmosphere in the restaurant, and prices and similar factors.

Sep 30, 2026

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