What is Role-Playing Contest?
What is Role-Playing Contest?
Japan Council of Shopping Centers (JCSC) has been holding “SC Customer Service Role-Playing Contest” annually since fiscal year 1995. In order to contribute to the further development of the shopping center (SC) industry and improve the service quality of the staff members of SC tenants, JCSC has been holding this contest where contestants compete in their customer service skills, aiming to create Shopping Center supported and admired by customers far into the future.
JCSC holds eight regional conventions in seven regions of Japan (Hokkaido, Tohoku, Kanto-Koshinetsu, Chubu, Kinki, Chugoku/Shikoku, Kyushu/Okinawa) every year from September to November (two regional conventions in Kanto-Koshinetsu, i.e. Tokyo Regional Convention and Kanto-Koshinetsu Regional Convention). In this convention, contestants demonstrate their skills in two categories—one for Fashion and Sales and the other for Food, Restaurant and Service. JCSC recognizes a number of individuals for their high skills and the most qualified individuals (the number of finalists varies depending on the number of contestants at each regional convention) are selected to participate in National Convention, as representatives of the region.
“SC Customer Service Role-Playing Contest National Convention” is held annually at the end of January, as one of the largest events at the JCSC National Convention. The winner of the prestigious grand prize, the best SC Customer Service Staff in Japan, is determined from among the finalists selected as regional representatives. Moreover, the grand prize winner will receive the Minister of Economy, Trade and Industry Prize.
The contestants conduct a role-playing simulation (simulated performance) with an actor performing as a customer within the competition time, from welcome to see off. The products in the store are used in the simulation at “Sales,” menu and tableware at “Restaurant,” catalogs and brochures and other items at “Service-related Work.”
The judges will evaluate the contestants mainly on the fundamentals of customer service, focusing on whether they deliver satisfaction and impression that make customers want to deal with them again. General judges will evaluate them from the viewpoint of customers as representatives for customers. Meanwhile expert judges (consultants providing guidance and training on customer service) will stringently evaluate their skills as professionals of customer service, focusing on highly-specialized customer service.
Staff members of tenants that have branch stores in shopping centers or other places in Japan from all industries including sales, restaurant and service industry are eligible to apply (including part-time and temporary workers). The limit of participants per shopping center varies from regional convention to regional convention. At the time of application, please select the participants in each shopping center beforehand and apply for the contest through the developers.
*The contest rules, judging criteria and eligibility requirements may slightly change from fiscal year to fiscal year. For details, please refer to the instructions given.
*If you have any questions regarding the contest, please contact: Role-Playing Contest Section