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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.",{"@graph":69,"@context":122},[70,84,105],{"@type":71,"itemListElement":72},"BreadcrumbList",[73,77,79,82],{"item":74,"name":75,"@type":76,"position":8},"https://docshare.wps.com","Home","ListItem",{"item":78,"name":9,"@type":76,"position":14},"https://docshare.wps.com/document/",{"item":80,"name":20,"@type":76,"position":81},"https://docshare.wps.com/document/exam/",3,{"item":83,"name":65,"@type":76,"position":19},"https://docshare.wps.com/document/specified-skilled-worker-i-study-materials-for-skills-assessment-test-for-food-service-industry-customer-service-version-1-provisional-translation-english/462029/",{"url":83,"name":65,"@type":85,"image":86,"author":91,"headline":65,"publisher":94,"fileFormat":97,"inLanguage":63,"description":67,"dateModified":98,"datePublished":99,"encodingFormat":97,"isAccessibleForFree":100,"interactionStatistic":101},"DigitalDocument",{"url":87,"@type":88,"width":89,"height":90},"https://docshare.wps.com/thumbnails/specified-skilled-worker-i-study-materials-for-skills-assessment-test-for-food-service-industry-customer-service-version-1-provisional-translation-english/462029.png","ImageObject",300,407,{"name":92,"@type":93},"kopisore","Person",{"url":74,"name":95,"@type":96},"DocShare","Organization","application/pdf","2026-10-08","2026-09-30",true,{"@type":102,"interactionType":103,"userInteractionCount":29},"InteractionCounter",{"@type":104},"ViewAction",{"@type":106,"mainEntity":107},"FAQPage",[108,114,118],{"name":109,"@type":110,"acceptedAnswer":111},"What is the purpose of these study materials for food service skills assessment?","Question",{"text":112,"@type":113},"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.","Answer",{"name":115,"@type":110,"acceptedAnswer":116},"How is customer satisfaction defined in the document?",{"text":117,"@type":113},"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.",{"name":119,"@type":110,"acceptedAnswer":120},"Which factors influence a customer’s expectations?",{"text":121,"@type":113},"Expectations are affected by the customer’s experiences, the information they have, the atmosphere in the restaurant, and prices and similar factors.","https://schema.org",{"og:url":83,"og:type":124,"og:title":65,"og:site_name":95,"og:description":67},"article",{"robots":126,"canonical":83},"index,follow",{"doc_id":128,"site_id":62},462029,1791149488,{"code":4,"msg":5,"data":131},{"doc_id":128,"user_id":132,"nickname":92,"user_avatar":133,"doc_module":4,"category_id":19,"category_name":20,"doc_title":65,"doc_description":67,"doc_content":134,"file_id":135,"file_url":136,"file_type":137,"file_size":138,"view_count":29,"is_deleted":4,"is_public":8,"is_downloadable":8,"audit_status":8,"page_count":139,"language":140,"language_code":63,"site_id":62,"html_lang":63,"table_of_contents":141,"faqs":142,"seo_title":143,"seo_description":67,"update_tm":144,"read_time":145},962090880963,"https://ap-avatar.wpscdn.com/davatar_6f874abed73319feea01a86fa6f0fab8","Specified Skilled Worker( ⅰ ) Study Materials for Skills Assessment Test for Food Service Industry“Customer Service”  \nVersion 1 (2021 April 15 revision)  \nProvisional Translation (English)  \nJapan Foodservice Association  \n\u003CIntroduction to the translated version>  \nThese \"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  \nThe skills assessment test required to obtain a status of residence for Specified Skilled Worker( ⅰ), consists of three subjects.  \nHygiene Control Related Matters  \nMatters Predominantly Related to Preparation Tasks  \nMatters Predominantly Related to Customer Service Operations  \n“Hygiene Controls”  \n“Preparation of Food and Drink”  \n“Customer Service”  \nThe Study Materials are similarly made up of these three subjects.  \nThis 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.  \nTable of Contents  \nⅠ. Knowledge of Customer Services  \n1. Customer services  \n2. Basic customer service operations  \n3. Meal time etiquette  \n4. Dealing with customers who require help  \n5. Appropriate waiting (serving)  \n6. Basic customer service terms and how to use them  \nⅡ. Knowledge of Foods  \n1. Food allergies  \n2. Handling alcohol  \n3. Nutrition  \n4. Tastes  \n5. Food diversification  \nⅢ. Knowledge of Restaurant Management  \n1. Preparing for the business day & end-of day tasks  \n2. Cleaning tasks (outside the kitchen)  \n3. Knowledge of cash and cashless payments  \nⅣ. Knowledge of Handling Complaints  \n1. Handling customer complaints  \n2. Handling situations involving foreign object contamination  \nⅤ. Knowledge of Emergency Responses  \n1. Responding if somebody is ill  \n2. Responding in the event of a natural disaster  \nⅠ. Knowledge of Customer Services  \n1. Customer services  \n(1) Characteristics of customer service  \n(characteristics of customer service in Japan  \n- \"omotenashi-no-kokoro (the spirit of hospitality)” and how it is expressed-)  \nThe following are examples of some of the characteristics of customer service in Japan.  \nWhen foreign tourists come to Japan, what is it that they find most surprising.?  \nYou often hear them say:  \n・People are always cleaning up wherever you go-everywhere is so clean and fresh.  \n・Japanese people are so pleasant, kind and polite  \nThe 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.  \nThe 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 .  \n\u003CKey factors in conveying omotenashi-no-kokoro >  \nIt 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 .  \n(A) ","cbCaiu2Q46leiEw1","https://ap.wps.com/l/cbCaiu2Q46leiEw1","pdf",1756686,47,"English","# Knowledge of Customer Services\n## Customer services\n## Basic customer service operations\n## Meal time etiquette\n## Dealing with customers who require help\n## Appropriate waiting (serving)\n## Basic customer service terms and how to use them\n# Knowledge of Foods\n## Food allergies\n## Handling alcohol\n## Nutrition\n## Tastes\n## Food diversification\n# Knowledge of Restaurant Management\n## Preparing for the business day & end-of day tasks\n## Cleaning tasks (outside the kitchen)\n## Knowledge of cash and cashless payments\n# Knowledge of Handling Complaints\n## Handling customer complaints\n## Handling situations involving foreign object contamination\n# Knowledge of Emergency Responses\n## Responding if somebody is ill\n## Responding in the event of a natural disaster","[{\"question\":\"What is the purpose of these study materials for food service skills assessment?\",\"answer\":\"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.\"},{\"question\":\"How is customer satisfaction defined in the document?\",\"answer\":\"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.\"},{\"question\":\"Which factors influence a customer’s expectations?\",\"answer\":\"Expectations are affected by the customer’s experiences, the information they have, the atmosphere in the restaurant, and prices and similar factors.\"}]","Specified Skilled Worker( ⅰ ) Study Materials for Skills Assessment Test for Food Service Industry - Customer Service - Version 1 - Provisional Translation (English) | PDF",1790763083,118]