World Mode Holdings Co., Ltd. (WMH / Headquarters: Shibuya-ku, Tokyo, CEO: Shinsuke Kafuku) will hold a sustainability webinar for salespeople active in the fashion industry on Wednesday, December 6, 2023.

Due to the overwhelming response, we are releasing an archived video of this webinar for more people to view.

WMH started a free webinar for sales staff in 2020 to deepen the understanding of sustainability among those who support the fashion industry and lead to concrete actions. We regularly hold webinars with guest speakers involved in the fashion industry from various positions, and each time they are viewed by a large number of people.The 4th "Hospitality Tips for Communicating with Inbound Customers" was held on Wednesday, December 6th.

Guests include Mr. Hideya Inoue, a professor at Nagasaki International University who is knowledgeable about global tourism, and Ms. Mari Takara, General Manager of Hotel Indigo Karuizawa and Portfolio General Manager, who is attracting attention as a female leader in the hotel industry. Discussions included the latest tourist trends, hospitality and sustainability initiatives at hotels, and the sense of distance from foreign guests.

This time, in addition to the sales staff, there were many viewers who worked in hotels, such as, ”I was able to understand the concept of customer service for overseas customers very well,'' and "I decided to proactively approach customers.'', received many valuable comments.

Webinar archive video released!

We are releasing an archived video so that more sales staff and people involved in the fashion industry and customer service can view this webinar.

You can view it from the URL below. Please take a look.

[4th Sustainability Webinar for Salespeople “Hospitality Tips for Communicating with Inbound Customers”]

■Archived video: You can view it from the URL

English Subtitle ver.
https://ida.qumucloud.com/view/zDyAoYI5YhBPrw9V22GRc5

■Event overview:

Wednesday, December 6, 2023, 20:00-21:00 Free event (Zoom)

■Speakers:

Hideya Inoue
Professor, The Faculty of Human Sociology Department of International Tourism, Nagasaki International University

Mari Takara
Hotel Indigo Karuizawa General Manager and Portfolio General Manager

Facilitator: Hideki Yamauchi
Sustainability Advisor, World Mode Holdings Co., Ltd.

1. Increase in the number of foreign visitors to Japan and changes in the post-COVID-19 era

We will explain the latest trends while looking at various survey results regarding international tourism and foreign visitors to Japan. It also introduces changes in the behavior of inbound tourists visiting Japan since before the coronavirus pandemic, such as a tendency to expect more from experiences and interactions than shopping, and a shift toward experiential and high-priced spending. We also thought about what "hospitality" meant for visitors.

2. Differences in thinking and awareness between Japanese and foreigners

Analyzing the differences between Japan and other countries based on the results of a survey regarding awareness of sustainability. Ms. Takara introduces her experiences, such as how to perceive diversity at an international hotel where people of various nationalities work, the difference in awareness between Japanese and foreign customers regarding packaging and amenities, and actions for hotel sustainability. The discussion was based on the following.

3. Awareness and thinking of the staff you interact with

In response to the concerns and questions raised in the preliminary survey, such as not being good at English, not understanding the distance between communicating with foreigners, and not being able to find an opportunity to talk to them, we answered questions about our experience in communicating with foreign customers and business partners. Mr. Inoue and Ms. Takara, who have a wealth of knowledge, provided advice and thought about countermeasures.

Mr. Inoue

"It's important to memorize English sentences for customer service and to deal with irregularities with all your might."
"Customer service in foreign countries is friendlier than in Japan. You need to respect them, but why not try talking to them without worrying too much about being rude?"

Ms. Takara

"It's very important to learn about your guest's country. Even if it's something as small as greeting them in their language, they'll be happy if you can show that you're interested in them. If you can capture their attention in the first conversation, communication will go smoothly."
"To improve your English, it's important to talk without being shy."

4. Change my mindset

“What do we offer?” “Don’t be afraid to embarrass yourself.” “Get a feel for Japan and the region.” “How to meet the expectations of foreign customers.” “Branding yourself and your store.” Regarding these themes, we listened to Mr. Inoue and Ms. Takara's experiences and discussed tips for changing the way we think.

Mr. Inoue

"Inbound customers come to Japan seeking the experience of shopping with Japanese sales staff. Even if they are not fluent in English, if they are treated pleasantly, they will feel embarrassed. It also creates a unique experience and memory for our customers.”

"It's important to realize that the level of customer service in Japan is very high even in the world. Even if you don't have enough words, you can be understood by your hospitality."

Ms. Takara

“The key to growth is to break out of your inner shell.”

“The reason why a customer who stayed with us 200 times came back was because of the people. People are attracted to people. Whether they are Japanese or foreign, if you can approach the customer well and win their heart, they will come back again. "You can have it."

“Even though the language and the way of responding are different, the spirit of hospitality is the same.”

Finally, looking back on the webinar, the speakers agreed that ``Japanese customer service should be carried over overseas. On the other hand, we should be a little more relaxed when dealing with inbound tourists.''

To everyone who watched, Ms. Takara said, `Make an effort to see your power and worth, including your words, more highly. Humility is important, but I think it's also important to be a little arrogant in a good way,'' Mr. Inoue said. He sent a message saying, `Tourism is a huge industry for Japan. I hope everyone who supports it will continue to increase the value of Japan.''

• From the comments received in the post-event questionnaire

■For SDGs, action is more important than thinking or understanding. The reality is that there are many things that we know but don't do, and I think it's time to think about our actions and take action, even if it's just a small thing.

■It is important to actively communicate without making excuses about not being able to speak English. It's okay to talk about familiar topics, so if I had a chance, I would like to remember what we talked about today and have a conversation.

■Takara-san's story that `people follow others'' and the message `don't be afraid of the next step and don't underestimate yourself'' stayed with me.

■I work as part of the CS team in the marketing department at a hotel. From the valuable talks at this webinar, we received hints for improving CS in the future.

■I learned a lot because I have more opportunities to interact with inbound customers. I was worried about my sense of distance, but from now on I want to be more relaxed and easy to interact with. Even if I can't speak well, I want to respond without fear and with the mindset of raising the impression of Japan.

■I work at a hotel and am not good at English. Although I could understand what the guests were saying, I couldn't speak it fluently, so I sometimes lost confidence, but after listening to today's talk, I felt like I could try to break out of my shell with some confidence. “

■I was assigned to a new hotel boutique that will open next spring, so I decided to attend this seminar. Being able to hear what overseas guests are looking for when they come to Japan and what they think about sustainability made me feel like the hurdles for how to interact with guests have been lowered. I was a little reluctant to communicate in English, but I wanted to continue speaking without fear.

■I was able to understand very well the concept of customer service for overseas customers. We would like to convey this idea to our sales staff.

■I couldn't speak English and felt that I wasn't good at dealing with people from other countries. It's important to not use things you can't do as an excuse, to not be afraid of being embarrassed, and to try your best to convey your message. I thought so.

■The content was timely as we were just thinking about how to respond to inbound customers. After taking the course, I realized that there is no difference between what I think and what I am trying to do, and I gained confidence. ”

■I felt even more motivated to break out of my shell and work positively.

<Speaker/Facilitator>

Speakers:
Hideya Inoue Professor, Faculty of Human and Sociology / Department of International Tourism, Nagasaki International University

After joining All Nippon Airways Enterprises in 1983, he engaged in hotel development and management work in Japan and overseas. He went on to serve as the head of human resources at famous companies such as Cal Fool Japan, L'Oréal Japan, and Coach Japan. In 2008, he joined IHG/ANA Hotels Group Japan as Head of Human Resources for Japan and Korea, and in 2011 became Vice President of Operations. He has been working in the education field since 2016 and is currently a professor at the Department of International Tourism at Nagasaki International University, where he uses his knowledge and experience to teach.

Speakers:
Mari Takara Hotel Indigo Karuizawa General Manager and Portfolio General Manager

Started her career in 2009 in the rooms department of ANA Crowne Plaza Fukuoka. As the accommodation manager of ANA Club, she contributed to improving the accommodation department's operations, strengthening inter-departmental cooperation, and strengthening the organization at Unplaza Hotel Osaka and InterContinental Hotel Osaka. From 2019, IHG Hotels & Resorts will become the world's first hot spring resort. He has been involved as the lodging manager since the opening of InterContinental Beppu Resort & Spa, and after serving as acting general manager and deputy general manager, will be appointed general manager in 2021. He has worked hard to promote employment and revitalize the region through the tourism industry, taking advantage of the diverse characteristics of the region. She was appointed to her current position in August 2023 in recognition of her achievements in contributing to the realization of the vision in cooperation with stakeholder leaders, aiming to create a society in which women can play an active role and produce the next generation of leaders.

Facilitator:
Hideki Yamauchi Sustainability Advisor, World Mode Holdings Co., Ltd.

Currently, he is an advisor to Pal Group Holdings Co., Ltd., a part-time lecturer at Waseda University/Kyoto University Graduate School, and also serves as a Japan representative for overseas brands. He worked for a trading company for about 30 years and helped many famous overseas brands enter Japan. He is well-versed in sustainability, supply chain, and branding in the apparel industry.

[About World Mode Holdings (WMH)]
https://wmh.co.jp/

A group that specializes in the fashion and beauty industry and provides various solutions such as human resources, digital marketing, and store agency. 76 domestic operating companies such as iDA, BRUSH, AIAD, AIAD LAB, Four Ambition, VISUAL MERCHANDISING STUDIO, and Futaba Tsushinsha, as well as highly specialized companies with overseas bases in five countries: Singapore, Australia, Taiwan, Vietnam, and Malaysia. Through this synergy, we can provide highly effective solutions tailored to our customers' challenges.

 *About WMH's sustainability activities  https://worldmode.com/jp/sustainability/