Here are some practical points for inbound support organized from a staff perspective.
In recent years, along with the increase in foreign tourists visiting Japan, the proportion of foreign users is gradually increasing in the night service area as well. It is the cast that actually serves customers at the site, but since it is the staff who are responsible for reception support and advance explanations, the quality of dealing with foreigners has a big impact on the overall operation of the store. While there is a possibility that it may lead to trouble if response is insufficient, it is important to understand basic response policies as a staff member, since proper operation can directly lead to an increase in sales.
■ The reason why foreigners are using it in Japan is increasing
There are multiple factors behind the increasing use by foreign visitors to Japan. First, due to the effects of exchange rates, Japanese services are felt to be cheap compared to overseas. Also, the politeness of customer service and the stability of service unique to Japan have been evaluated, and the image that “can be used with peace of mind” has been formed, which is also a major factor. Furthermore, due to the development of SNS and overseas communities, information on night services in Japan has been widely shared overseas, and there are an increasing number of cases where people visit stores with interest even before coming to Japan.
■ The reason why the number of stores that welcome English proficiency is increasing
At stores that cater to foreigners, demand for human resources who can handle foreign languages, starting with English, is increasing. This is not just for the purpose of having a conversation, but also because it is necessary to accurately communicate service details and rules. In particular, if the explanation at the reception stage is insufficient, there is a high possibility that it will lead to subsequent trouble, so staff with certain communication skills will play an important role in operation. Also, since human resources who can handle multiple languages such as Chinese and Korean are limited, there are cases where preferential treatment is given in the field.
■ Salaries and evaluations of foreign language speaking staff
Staff who can handle foreign languages tend to be highly evaluated compared to general staff. This is not only because of a simple difference in workload, but also because it is a position directly related to store sales. Being able to handle foreigners expands the customer base that can be accepted, leading to an increase in sales as a result, so there are also cases where allowances and incentives are set. This trend is particularly evident in areas where foreigners use it a lot.
■ Examples of how to respond when foreign customers visit the store
When foreign customers come to the store, it is important to first respond at the reception stage. Assuming cases where communication in Japanese is difficult, it is necessary to reliably convey necessary information while using translation tools and fixed sentences. In particular, it is important to avoid vague expressions and explain service details and prohibitions in a short and clear manner. If you proceed with the guide without sufficient explanation, there is a high possibility that trouble due to misunderstanding will occur. Also, if it is determined that communication is difficult, it is necessary not to forcibly proceed with the guide, but to decide not to enter the store.
■ The importance of prior explanation to foreign customers
The most important point in dealing with foreigners is thorough explanation beforehand. There are many differences in Japanese service content from overseas, and there are many cases where users have erroneous perceptions. Therefore, it is essential to clearly communicate the scope of services and prohibited matters at the time of reception and obtain consent. In particular, it is necessary to strongly communicate items that are likely to lead to trouble. Many problems can be prevented if the explanation is thorough in advance.
■ Necessity of thorough hygiene management and rules
Hygiene rules must also be clearly communicated in advance. Regardless of the nationality of the user, rules to ensure safety should be thorough, and if they do not agree with this, it is also necessary to decide not to enter the store. As a staff member, you are required to respond consistently without making the rules ambiguous. This is an important factor that not only protects cast safety, but is also directly linked to maintaining store trust.
■ Commonly used simple English (for the field)
As for English used in the field, there is no need to memorize complicated expressions, and it is important to ensure that basic phrases are conveyed. For example, confirmation of the place of stay, presence or absence of nominations, course explanations, etc. are simple and there is no problem. Also, explanations about the rules are particularly important, and details such as “actual performance is prohibited” and “please follow the rules” must always be conveyed in advance. What is important is not grammatical accuracy, but rather conveying the intention to the other party.
■ About Chinese and Korean language support
Among foreign visitors to Japan, the most common users are from Chinese-speaking countries and Korea. Therefore, if you can handle these languages in addition to English, your ability to respond in the field will greatly improve. You don't need to speak everything fluently, but just being able to make basic checks and explanations can help users feel at ease. Considering the future market, multilingual support can be said to be one of the key skills.
■ Advantages of accepting foreign customers
Accepting foreign customers involves risks, but there are advantages beyond that. First, you can expect an increase in unit prices by setting fees for foreigners. Also, since it functions as a new market different from Japanese customers, a stable new inflow can be expected. Furthermore, since there is a tipping culture overseas, there is a possibility that additional income will be generated depending on customer service content. Thus, if it can be operated properly, it can be said that the advantages in terms of sales are significant.
■ Handling foreigners is determined by the quality of staff
What is ultimately important in dealing with foreigners is the ability of staff to respond. Even when there are differences in language and culture, many problems can be prevented by thorough explanations in advance and clearly communicating the rules. Also, it is important to understand how foreigners get to know and visit stores. There is a limit to attracting domestic customers alone, so having conductors for overseas markets will be essential for future operations. By establishing appropriate conductors and response systems, dealing with foreigners is not a risk, but rather a stable source of profit.
■ simple English that is often used
When dealing with foreigners, “reliably conveying necessary content” is more important than advanced English proficiency. In the actual field, short and simple phrases can help prevent trouble rather than difficult words or long sentences. Here, I will sort out the expressions I want to keep at least in mind when dealing with reception.
First, when visiting the store, it is necessary to check the current place of stay and usage status. At this time, “Where are you thinking now? (Where are you currently staying)” or “Do you have a reservation? There is no problem with simple expressions such as “(do you have reservations?)” Regarding the presence or absence of nominations, “Do you have a preferred girl? It is fully conveyed in the form of a simple confirmation such as “(are there any nominations)”.
Next, for course explanations, the form of presenting options is more appropriate than providing detailed explanations. “We have 60, 90, and 120 courses. Which would you like? It is important to clearly communicate what you can choose, such as “(There are 60 minute, 90 minute, and 120 minute courses, which one do you choose)”. Also, regarding options, “Would you like to add any options? It is possible to respond with basic expressions such as “(will you add options)”.
What is particularly important is explaining the rules. It is necessary to communicate this in a short and assertive manner without being vague. “No sexual abuse. (Actual activity is prohibited)” “Please follow our rules. Be sure to communicate expressions such as “(Please follow the rules)” beforehand. Also, when it comes to cancellations and additional fees, “Cancellation fees will be charged. It is possible to prevent trouble later by clarifying conditions such as “(a cancellation fee will be charged)”.
Not all of these expressions need to be pronounced perfectly; the most important thing is that the intention you are communicating is understood by the other person. In the actual field, more accurate explanations are possible by using a translation application in addition to English. Rather than using excessively difficult phrases, making sure to use simple phrases will lead to stable responses.
■ About Chinese and Korean language support
When it comes to dealing with foreigners, the ability to respond in the field changes drastically, even if you can handle not only English, but also minimal support in Chinese and Korean. In particular, there are a certain number of visitors from Taiwan, Hong Kong, and South Korea, and simple confirmation and guidance can be performed in each language, leading to a sense of security on the user side. You don't need to learn everything at a level where you can converse, but it's a good idea to sort out the basic phrases you often use at reception in advance.
First, let's talk about Chinese (traditional characters), but as a confirmation when visiting the store, “Where do you currently live? (Nishi Enzai Juzainary/ Where are you currently staying)” or “Do you have an appointment? Simple expressions such as “(youyuema/do you have reservations)” are fully conveyed. As for whether or not they have been nominated, “Are you a girl who would like to be designated? (Youshan Jidingdanyu Shenma/ Are there any nominations)”, as for the course explanation, “We have 60, 90, and 120 minute plans, which one do you want? (Women Youliusi, Joshi, Ebay Sufen, Da Fan An, Ninya Honor? It will be easier to be understood if you tell them in the form of presenting options, such as “/60 minute, 90 minute, and 120 minute courses, which one do you choose)”. Also, it is important to communicate the rules in a short and clear manner, such as “sexual acts that do not provide sexual acts at the head office (Bendienboutigong Xinxinwei/actual acts are prohibited).”
Similarly, when it comes to Korean, keeping track of basic checks will make it easier to respond. To confirm the place of stay, see “Where are you staying now? (Chigumuodiemo Murgokeseyo/Where are you currently staying)”, and the reservation confirmation is “Have you made a reservation? (Yeyaku Hashonnayo/Are there any reservations)”, and for nominations, “Is there anyone to nominate? It is possible to respond with expressions such as “(Jimyeong Halbun Issingayo/is there a nomination)”. As for course information, “There are 60 minute, 90 minute, and 120 minute courses. What do you want? It will be easier to understand if you tell it in the form of “(Yuksippung, Ksippung, Pekui Shipung Kosgaisse Munida, and Otton Golwonasinayo/60 minutes/90 minutes/120 minute courses, which one do you choose)”. It is important to explain the rules simply and categorically, such as “sexual activity is impossible (Songhengwinunpurganunhamnida/actual activity is prohibited).”
These phrases are kept as minimal support, and by using translation tools together in the actual field, more accurate communication is possible. Instead of forcibly trying to respond in language alone, reliably conveying what should be conveyed while assuming auxiliary tools will lead to stable support for foreigners.
As we have seen up to this point, dealing with foreigners is not simply a language issue, and it is important to operate the entire store, such as prior explanations, thorough rules, and appropriate conductor design. Since trouble rates and customer satisfaction levels vary greatly depending on on-site responsiveness, it is essential for each and every staff member to understand basic responses.
On the other hand, in actual operation, points such as “what kind of foreigners will come to the store in the first place” and “to what extent will they come in a state of understanding” are also major issues. When visiting a store without sufficient prior information sharing, the burden of explanation at the reception desk increases, and there are many cases where on-site risk increases as a result.
What is effective in dealing with these issues is a system that organizes advance information for overseas users and has them come to the store with an understanding. Fu-zoklook makes it possible to connect users who understand service details and rules to visit stores by disseminating information in multiple languages and providing advance explanations, and as a result, it also reduces the burden on the site and suppresses trouble.
Foreigner support is not complete with on-site ingenuity alone, and it is important to design from the stage of attracting customers. By establishing an appropriate conductor and acceptance system, it is possible to effortlessly accept a customer base that has not been captured until now, leading to stable sales. As inbound demand expands further in the future, it can be said that utilizing such a system will be an option for store management.