Beriore Co., Ltd. "Basic policy on customer harassment"
Based on our fundamental principle of "achieving customer satisfaction and employee satisfaction," we are committed to providing a safe and secure user environment by sincerely responding to customer requests and striving to improve service satisfaction.We recognize that the opinions and requests we receive from our customers are invaluable opportunities for improving our services and enhancing their quality.
However, some customers' demands and actions include abusive language, threats, and violence that deny the dignity of our employees, and are considered extremely unreasonable by societal standards.These are serious issues that not only damage employees' dignity and worsen the working environment, but also have a serious impact on the provision of safe and secure services.
Ensuring a safe working environment for our employees allows them to work with peace of mind, which in turn leads to building better relationships with our customers and providing sound service to other customers.
Based on this understanding, our company is committed to preventing customer harassment as a united organization, and therefore we hereby establish our "Basic Policy on Customer Harassment."
1 Our definition of customer harassment
At our company, we define customer harassment as "significant disruptive behavior from customers towards employees that harms the working environment of employees."
Specifically, this refers to the following actions:However, these are merely examples and not exhaustive.
・violent act(Hitting, grabbing someone by the collar, throwing objects, etc.)
・Abusive language,insult,Defamation
・Intimidation, threats, and unreasonable accusations
・Denial of an employee's character, discriminatory remarks.
・Demand for prostration
・Prolonged detention, unjustified refusal to stay, persistent and repeated phone calls
・Forcing responses or measures that exceed what is considered reasonable according to social norms.
・Unreasonable, unjust or excessive demands(Unfairly high monetary compensation or demands for free services.)
・Posting or disclosing content that damages the reputation of the company or its employees, or personal information of employees, on social media, etc.
・Sexual harassment of employees, other forms of harassment, stalking, etc.
2 Responding to customer harassment(In-house)
・In the event of customer harassment, or if there are signs of it, our top priority will be ensuring the safety and well-being of our employees.
・To ensure that employees do not feel isolated in the workplace and can respond appropriately, we regularly conduct training sessions to teach them about customer harassment and how to deal with it.
・To prevent harassment of employees, we will thoroughly implement internal education and awareness campaigns.
・In addition to establishing a consultation service, we will promote the creation of an environment where employees can work with peace of mind by establishing a collaborative system with relevant departments such as human resources and legal affairs, industrial physicians, and external expert organizations such as lawyers and the police.
3 Responding to customer harassment(Outside the company)
・In resolving problems, we prioritize calm, rational, and logical discussion (dialogue).
・In order to resolve the issue and accurately understand the facts at the scene, and to prove the legitimacy of our response, we may record or videotape conversations as necessary.
・If we determine that an action constitutes customer harassment, we may immediately terminate (discontinue) the interaction and refuse to provide any further products or services.
・In cases deemed malicious or potentially criminal, we will not ignore the situation but will report it to the police and cooperate with external experts such as lawyers, taking strict action, including legal measures from both civil and criminal perspectives.
