MBTI & Omotenashi Customer Service Training Program
Program Overview
This unique Customer Service Training Program combines the Myers-Briggs Type Indicator (MBTI) with the Omotenashi philosophy—the Japanese concept of wholehearted hospitality. By blending psychological self-awareness (MBTI) with the art of genuine customer care (Omotenashi), participants will develop a personalized, empathetic, and highly effective customer service approach that enhances customer satisfaction and builds lasting relationships.
Session 1: Understanding MBTI & Omotenashi in Customer Service
Objective: Learn the foundations of MBTI and Omotenashi and how they impact customer interactions.
Key Topics:
✔ Introduction to MBTI – Understanding personality preferences and their role in customer service.
✔ The Four MBTI Dichotomies in Service Interactions:
- Extraversion (E) vs. Introversion (I): Energy in customer interactions.
- Sensing (S) vs. Intuition (N): Attention to detail vs. big-picture thinking.
- Thinking (T) vs. Feeling (F): Logic vs. empathy in problem-solving.
- Judging (J) vs. Perceiving (P): Structure vs. flexibility in service approach.
✔ What is Omotenashi? – The difference between service (standard hospitality) and Omotenashi (selfless hospitality).
✔ How MBTI and Omotenashi Work Together – Combining personality-based customer service with an anticipatory, heartfelt approach.
✔ Interactive Exercise: MBTI Self-Assessment – Identifying personal customer service strengths and areas for growth.
✔ Reflection Exercise: How does your MBTI type influence your approach to service?
Session 2: Recognizing Customer Personality Types for Personalized Service
Objective: Learn to identify and adapt to different customer MBTI types to enhance satisfaction.
Key Topics:
✔ How Customers Exhibit MBTI Traits – Recognizing different personality types in customers.
✔ Adapting Communication Styles:
- How to engage talkative (E) vs. reserved (I) customers.
- Meeting the needs of detail-oriented (S) vs. big-picture (N) thinkers.
- Navigating logical (T) vs. emotional (F) decision-makers.
- Balancing structured (J) vs. spontaneous (P) customers.
✔ Omotenashi & Anticipating Needs – Observing subtle cues and adapting service before the customer asks.
✔ Role-Playing Exercise: Participants practice identifying customer personality types and adjusting responses accordingly.
✔ Reflection Exercise: How can you tailor your approach to different customers based on their MBTI preferences?
Session 3: Emotional Intelligence, Active Listening & Nonverbal Communication
Objective: Improve emotional intelligence (EQ) and nonverbal awareness for better customer connections.
Key Topics:
✔ MBTI & Emotional Intelligence (EQ) – Understanding your emotional strengths and growth areas.
✔ Omotenashi’s Key Principle: Presence & Awareness – Being fully attentive without expectation.
✔ Active Listening Techniques – How MBTI types influence listening styles and how to improve them.
✔ Nonverbal Communication & First Impressions – Body language, tone, and facial expressions in customer interactions.
✔ Empathy in Service: "Reading the Atmosphere" (Kuuki Yomenai - KY) – Understanding unspoken needs.
✔ Interactive Exercise: Partner practice – Active listening and nonverbal communication techniques.
✔ Reflection Exercise: What nonverbal cues do you use, and how can you improve your presence in customer interactions?
Session 4: Handling Difficult Situations & Customer Complaints with MBTI & Omotenashi
Objective: Learn how to manage difficult customers and conflict resolution strategies using MBTI and Omotenashi.
Key Topics:
✔ Understanding How MBTI Types Handle Stress – Personal stress responses and how to stay calm under pressure.
✔ Dealing with Different Personality Types in Conflict – Adjusting approach based on the customer’s needs.
✔ Omotenashi’s Conflict Resolution Approach –
- Treating every complaint as an opportunity for improvement.
- Remaining calm, positive, and proactive rather than reactive.
- Expressing appreciation even in difficult situations.
✔ Role-Playing Exercise: Participants handle different complaint scenarios using MBTI awareness and Omotenashi techniques.
✔ Reflection Exercise: How can you adjust your conflict resolution approach based on MBTI insights?
Session 5: Creating a Memorable Customer Experience Through Personalized Service
Objective: Elevate customer experiences by blending MBTI-based service with Omotenashi’s heartfelt hospitality.
Key Topics:
✔ MBTI & Customer Loyalty – Understanding what different personality types value in service.
✔ Omotenashi’s "Extra Step" Mindset – Small gestures that create meaningful customer experiences.
✔ How to Make Every Customer Feel Special:
- Customizing experiences for detail-oriented vs. experience-focused customers.
- Personalizing follow-ups based on MBTI preferences.
✔ The Art of Gratitude & Appreciation in Omotenashi – Building genuine customer relationships.
✔ Interactive Exercise: "Design a Perfect Customer Experience" based on MBTI & Omotenashi principles.
✔ Reflection Exercise: What small changes can you make to create unforgettable customer moments?
Session 6: Long-Term Development & Continuous Improvement in Customer Service
Objective: Create a long-term action plan for personal growth and continued service excellence.
Key Topics:
✔ Using MBTI for Professional Growth in Customer Service – How to continuously improve based on personality insights.
✔ Applying Omotenashi in Your Daily Work – Making hospitality a mindset, not just a task.
✔ Self-Reflection & Ongoing Learning – Journaling, feedback, and professional development strategies.
✔ Building Resilience in Customer Service – Staying motivated and passionate about delivering great service.
✔ Final Interactive Exercise: Creating a Personalized Customer Service Growth Plan.
✔ Final Reflection: Commitment to continuous self-improvement in customer service.
Program Deliverables & Resources
✅ Personalized MBTI Service Profile – Strengths, communication style, and growth areas.
✅ Customer Service Communication Guide – Tips for adapting to different personality types.
✅ Omotenashi Action Plan – Practical strategies for implementing heartfelt hospitality.
✅ Customer Interaction Workbook – Reflection prompts and best practices.
✅ Role-Playing & Scenario-Based Learning – Hands-on training to refine real-world service skills.
✅ Exclusive Access to Additional Resources – Books, videos, and tools for ongoing development.
Leveraging MBTI insights to enhance leadership, communication, decision-making, and team collaboration.