The Spirit Art and Science

Omotenashi isn't just a nostalgic memory of hospitality from a bygone era in Japan. It's a modern hospitality and service culture that is delighting the most demanding guests and customers in the world.

Our unique eLearning course starts by explaining the philosophy in western cultural terms and then reveals the attitudes and skills that make Omotenashi so consistent.


  • The course introduces Japan, its history and high-context culture.
  • It explains "Omotenashi". From ethos to guest experience.
  • Comparing this service psychology with western hospitality.
  • Teaching a range of new hospitality skills you can adopt. 


Learn what the Japanese do and the "why" behind the service culture. Then see how these techniques work and how to adapt them to a western setting.

  • Omotenashi? Hospitality? The difference.
  • Build the mindset into your setting.
  • Being empathic and also highly effective.
  • The secret behind anticipatory service.
  • There's more to mindfulness than being "mindful".
  • Body language mastery.
  • Delighting "The Forgotten 20%".






15 x 3 section MODULES

  • Videos to introduce concepts and topics.
  • Quizzes to reinforce your learning.
  • Interactivity to make learning enjoyable.
  • Links to additional information.

    And add a unique new hospitality certification to your professional credentials.


Engaging Webinar

If you're looking to get more traction with your customer service training...


Our customised short-form, 60 - 90 minute live corporate WEBINAR might meet your needs.

Tailored firstly to your sector's specific needs, this interesting and enjoyable live webinar uses the example of the extraordinary Japanese Customer eXperience model to interest and engage your teams.

It then uses that engagement to take the audience on a journey that explains how all customer experience elements are actually forms of customer service. And how the Japanese excel at it for a number of interesting cultural and historical reasons we can copy.

Depending on your specific context, the webinar then highlights the key skills involved and shows how to make delivering an extraordinary customer experience psychologically easier and more consistent. With less emotional effort. Leading to less burnout.

Yes. I am interested to learn more.

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    Open Programmes

    The Art of Extraordinary Customer Service

    Topical, thought-provoking and entertaining, these informative workshops get past the 'Omotenashi' marketing buzzword to reveal in detail what is inside the black box of the extraordinary Japanese Customer Service Model.

    They will inspire you and your teams to take your  CS to the next level here in U.K.

    Feel free to contact me for more information.


    A service mindset that benefits givers and receivers

    This short presentation form is prepared for and customised to your industry and audience. It uses the example of the extraordinary "Omotenashi" customer service culture in Japan to inform, inspire and motivate your teams to think more deeply about their own service culture.

    Drop me a line for more information and how I can customise this interesting material to suit your training needs.  


    What Japan teaches about Extraordinary hospitality

    A interactive workshop customised to your business sector needs, designed to complement your existing Learning & Development programme. Perfect for team-building away days. 

    This fascinating workshop will get your customer service teams engaged, enthused and interested in the whole important subject. 

    Contact us to find out more.

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