Japanese Business Speech: 接客用語 Phrases to Use As a Part-time Shop Staff

Japanese Business Speech: 接客用語 Phrases to Use As a Part-time Shop Staff : Are you thinking of applying for a part-time job in Japan? Do you already have one? If you do, are you sure you’re using 接客用語 (sekkyakuyou-go, customer service language) the right way? In today’s article, we’re going to discuss some important polite phrases for use when speaking to customers at work in Japan.

Japanese Business Speech: 接客用語

The best polite speech (敬語, keigo) to use in any given situation depends on the workplace and you as a staff member. Some workplaces are strict and have regular morning sessions where all employees gather into a staff room and recite keigo phrases until they are memorized. Other workplaces may not be as rigid, so you’ll have a bit more freedom to say what you feel most comfortable with. Therefore, in work environments where guidelines are enforced, it’s important to follow them closely, but if your workplace is more relaxed, you can just default to the phrases below.

However, remember that even though phrases such as 失礼しました (Shitsurei shimashita) and 失礼いたしました (Shitsurei itashimashita) may sound similar, are both polite, and both mean “I’m sorry,” each customer will take it differently.

Some may not care whether you use “Shitsurei shimashita” or “Shitsurei itashimashita,” but other customers may find it rude if you don’t use the proper keigo. That’s why it’s important to learn the phrases below, which are taken by most Japanese people to be the most polite.

1. ありがとうございます (Arigatou Gozaimasu) 

Saying “Thank you” is an indispensable phrase in any language, and it’s especially important with sekkyakuyou-go. Show customers how much you appreciate their patronage by saying ありがとうございます, and saying it often. As the customer is leaving, don’t forget to say ありがとうございました, which is the past tense. 

2. お待たせいたしました (Omatase itashimashita) 

This phrase means “Thank you for waiting.” It’s standard to use this when returning to the customer after having made them wait on you. One common situation is at restaurants when the waiter brings out the food. “Omatase itashimashita!” 

3. いらっしゃいませ (Irasshaimase) 

One of the first phrases that newcomers to Japan learn is “Irashaimase.” This is because they hear it every time they walk into a store. It’s such an important greeting that some workers may shout it, and it’s not uncommon for them to say it multiple times, turning it into somewhat of a song or chant.

The rough translation is “Welcome to our store,” but “Irasshaimase“ holds much more weight in regard to Japanese customer service. If a customer walks into a store and doesn’t hear a loud “Irashaimase!”, they may turn right back around and walk out, thinking the people running the place could care less whether or not they get their business. 

4. かしこまりました (Kashikomarimashita) 

This is a polite way of saying, “I understand.” It has the same meaning as “Wakarimashita,” and “Ryoukai desu,” but “Kashikomarimashita” is more formal. An example situation you could use this in is if the customer complains that you brought the wrong order out. You can respond with, “Kashikomarimashita. Shou-shou o-machi kudasai,” and then go in the back and fix it. 

5. 恐れ入ります (Osoreirimasu)

“Osoreirimasu” is similar to “Omatase itashimashita” in that it can be used to mean “Thank you for waiting.” The two are basically interchangeable in this respect. However, “Osoreirimasu” can also mean “Excuse me” in the context of needing to get past someone. For example, if you’re working at a crowded bar, lots of people are gathered in one area, and you need to get past them, you can say, “Osoreirimasu,” and the people will get out of the way. It’s a much more polite way of saying, “Sumimasen.”

6. 申し訳ございません (Moushiwake Gozaimasen)

This one is similar to “Gomen nasai” and “Sumimasen” in the sense that it means “I’m sorry.” However, “Moushiwake gozaimasen” expresses a deeper feeling of regret. It is more along the lines of “I’m terribly sorry.” Oftentimes it’s used at the beginning of a sentence as a lead-in to some unfortunate news; such as, “Moushiwake gozaimasen ga, o-niku ga urikire desu” (I’m terribly sorry, but we are sold out of meat).

7. 少々お待ちください (Shou-shou O-machi Kudasai)

Even though “Shou-shou o-machi kudasai” and “Chotto matte kudasai” share similar meanings, “Shou-shou o-machi kudasai” is a much more polite way of saying “Please wait” to customers. Using “Chotto matte kudasai” is perfectly fine and polite in itself, but, as stated above, every customer is different, and some may feel that not using “Shou-shou o-machi kudasai” is a sign of poor customer service or a low standard of service. 

8. 失礼いたしました (Shitsurei Itashimashita)

And, finally, we have “Shitsurei itashimashita.” This one is similar to “Moushiwake gozaimasen” in that it means “I’m sorry.” As you have noticed by now, the Japanese have many different phrases for expressing that they’re sorry.

This is because humbleness is seen as a virtue in Japan, and it shows much better manners and respect to other people if you are apologetic and always presenting yourself as being the one who was in the wrong—however mundane the situation may be. The main difference between “Shitsurei itashimashita” and “Moushiwake gozaimasen” is that “Shitsurei itashimashita” is more often used as a standalone phrase for “I’m sorry,” while “Moushiwake gozaimasen” can be used as a lead-in at the start of a sentence for bad news (see 6). 

Now that you have 8 new 接客用語 phrases under your belt, it’s time to get out there and use them while you’re working! Don’t be afraid of making a mistake. Just knowing these phrases and using them will impress your Japanese customers, and they will see that you mean well. They may even put in a good word for you with the manager!

Good luck!  

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