Dual Customer Proposition and Standardized Hospitality Service

「In talent development as well, our efforts to improve day-to-day customer service are producing results. At customer-service role-playing contests organized by shopping centers, many participants again won top awards this year, and they were selected to compete in regional competitions.」

「Many winners emerged from the regional rounds of customer-service role-playing contests hosted by shopping centers. In particular, a store manager from the Kotekagaeshi group qualified for the national tournament and was able to fully convey the appeal of the format.」

「At customer-service role-playing contests organized by shopping centers, many participants won awards in regional competitions. In particular, a store manager from the Kotegaeshi Group qualified for the national competition and was able to fully convey the appeal of the business format.」

「At customer-service contests hosted by shopping centers, a record 16 people won awards, of whom 9 are set to compete at prefectural tournaments and 1 at the national tournament. The number of people qualified in service etiquette, including cast members, is also increasing, and we will continue these initiatives to differentiate ourselves through service.」

「We are developing a new training system, under which head-office customer-service trainers provide induction training for all new cast members at the training center newly established in the head-office building. By transferring to the training center the administrative procedures, communications and initial training previously handled by store managers, cast members can now begin work under uniform standards. At stores, this has advanced service consistency through improved operational accuracy, the identification of issues that enable greater efficiency, and stronger cleanliness measures.」

「As a company focused on full-service dine-in operations, we will train employees to provide customers with high-quality service through education in service skills, after ensuring basic courtesy and appropriate grooming.」

「To provide “60 minutes of comfort and relaxation,” we will continue promoting DX and productivity improvements by introducing queue-number kiosks for entry, smartphone ordering systems at tables and kitchen displays that allow kitchen staff to see order details at a glance.」

「As sales initiatives to improve store productivity, the company has largely completed the introduction of cash registers with automatic change-dispensing functions, automated queue-number kiosks for customers waiting to enter, and multilingual menus to address inbound demand.」

「We are reviewing how stores conduct QSC checks, introducing cash registers with automatic change-dispensing functions and installing in-store reception kiosks, among other measures, to reduce staffing requirements and improve management efficiency through DX.」

「By raising QSC standards in line with prices, enhancing service and strengthening the appeal of menu items, we will enhance customers' “experiential value” and improve productivity.」

「Tsubakiya Coffee Kagurazaka Sabo was selected for the grand prize in the table-restaurant category of the nationwide mystery-shopper survey “Service of the Year 2021.” Recognition of the results of our commitment to providing the finest hospitality on customers' valuable occasions to dine out gave us an opportunity to engage with service efforts even more seriously.」

「In the “Service of the Year 2021” mystery-shopper service survey, Tsubakiya Coffee Kagurazaka Sabo won the grand prize, the highest-ranked award in the table-restaurant category, while the Tsubakiya Coffee group as a whole also received high overall ratings.」

「To prevent customers from defecting as visit frequency declines, we introduced a VOC (Voice of Customer) system that consolidates customer complaints and feedback from each store. In addition to responding promptly to minor problems and complaints, we are building a system for sharing information across all stores regardless of format and using it to standardize service. Over the longer term, we expect to promote the use of manuals, develop personnel able to work across formats, and achieve consistent service.」

「Among employees at the stores, 2 advanced to the finals of the national Japan Siphonist Contest hosted by the Japan Specialty Coffee Association, while growth was also seen in people-based service and beverage extraction and cooking skills.」

「Enhanced suggestions in customer service created synergies, leading to increases in the number of dishes purchased and average spend per customer, as well as the acquisition of repeat customers.」

「Several employees have advanced to the finals of the Japan Specialty Coffee Association's Siphonist Championship and to the Kanto regional competition of customer-service role-playing contests hosted by shopping centers in various regions.」

「Because the strength of full service is that it can only be delivered by people, we will also strive to create new value through customer service.」

「At the Tokyo regional competition of the customer-service role-playing contest hosted by the Japan Shopping Centers Association, Mitsuhashi of Tsubakiya Coffee finished runner-up. In addition, 3 employees advanced to the regional competition as representatives of shopping centers, indicating that the company's focus on improving product quality and customer-service skills is beginning to produce results.」

「In addition to strengthening recruitment of cast members as an upfront investment in improving the quality of customer service and securing personnel,」

「Based on the concept of offering hospitality through a calm, welcoming service, with the finest furniture and tableware, interiors and an atmosphere conveying the enduring appeal of “the good old days and Taisho-era romance,” and employees dressed in period-appropriate uniforms, pinafore aprons and headbands,」

「In addition, based on the belief that customer service itself is a product, we will continue to enhance our service so that customers say “thank you,” differentiate ourselves from competitors, and create stores that attract more repeat customers.」

「In addition to these initiatives, the company's distinctive in-house name badges, introduced to further raise employee awareness, have provided an opening for conversations with customers.」

「In customer service, in addition to conducting “smile training” for all employees, we redesigned employee name badges to make them more prominent and help employees connect with customers, which has expanded conversations with customers. Stores are also continuing two-way training through on-the-job training using the new service manual introduced to improve service capabilities.」

「In customer service, we are working to provide hospitality-rich service through initiatives including “smile training” for all employees and handing customers clean 10-yen coins at checkout. To further improve service, we have also created a new service manual so that both trainers and trainees can grow together, and stores conduct two-way training.」

「We promoted a “dual-value proposition” emphasizing both “pleasant service suited to the interior and atmosphere” and “delicious food and coffee (drinks).” In particular, all employees working that day conduct “smile training” every day.」