1. Introduction
Kamori Kanko Group (hereinafter referred to as the "Group") has a corporate mission of "Delivering smiles and excitement to the world through exciting experiences," and has made it our mission to provide smiles and excitement to our customers, business partners, etc. (hereinafter referred to as "customers") in a safe and secure environment. In order to achieve this, we believe that it is essential to create a working environment in which each and every employee can work in good physical and mental health with pride and peace of mind, and we have formulated the ``Kamori Kanko Group Basic Policy on Customer Harassment'' to ensure that as many customers as possible can spend their time with peace of mind and satisfaction. Please note that this basic policy will be reviewed and revised from time to time in response to future social conditions and revisions to laws and regulations.
2. Kamori Kanko Group’s basic policy regarding customer harassment
Our group strives to respond with sincerity and sincerity in order to provide each and every customer with a safe and comfortable service. On the other hand, if we receive demands or behavior from customers that are inappropriate based on socially accepted standards, it may threaten the dignity and safety of our employees, make it difficult to provide sound services, and cause inconvenience to other customers. Therefore, in order to protect the dignity of our employees and continue to satisfy our customers, we as an organization will respond resolutely to these unreasonable demands and words and actions.
3. Definition of customer harassment and examples of main acts covered by it
Based on the "Corporate Manual for Customer Harassment Countermeasures" created by the Ministry of Health, Labor and Welfare, our group defines customer harassment as "complaints and behavior from customers, etc., in which the means and manner in which the request is realized are inappropriate in light of socially accepted standards, in light of the validity of the content of the request, and the working environment of workers is harmed by such means and manner."
Examples of the main acts covered are as follows. However, this is not limited to these, and whether or not it constitutes customer harassment will be determined carefully by comprehensively considering the appropriateness based on socially accepted standards and the circumstances of each individual case.
1. If the content of the customer's request lacks validity.
(1) When no defects or errors are found in the product or service.
(2) If the content of the request is unrelated to the content of the service or product
2. When the means and manner of achieving the request are inappropriate in terms of socially accepted standards
(1) Requests that are likely to be deemed inappropriate regardless of their validity
・Physical attack (assault, injury)
・Psychological attacks (threats, slander, defamation, insults, abusive language)
・Coercive language, discriminatory language, and sexual behavior
・Request for dogeza
・Continuous and persistent behavior
・Restrictive behavior (refusal to leave, staying, confinement, long phone calls)
・Attacks and demands against individual employees
・Acts of secretly photographing employees, acts of stalking them
(2) When it is deemed inappropriate in light of the validity of the request content
・Request for product exchange
・Request for preferential treatment
・Request for financial compensation (free of charge, refund, discount)
・Apology, request for meeting, etc.
3. In case of other nuisance acts
・Slander against our group and employees on SNS or the Internet
4. Kamori Kanko Group's response to customer harassment and main initiatives
Our Group takes all legitimate feedback, requests, and suggestions from our customers seriously and responds to them in good faith, striving to build better relationships by reaching a reasonable resolution. As a rule, however, if we determine that a customer's action constitutes customer harassment and deem it unavoidable in light of the specific nature and circumstances of the case, we will suspend the provision of our services to the customer or suspend the customer's access to our facilities. In addition, depending on the situation, we may be forced to take further measures such as informing the police or pursuing legal action. In such cases, we may provide the customer's personal information to the relevant authorities. However, the information will be provided in compliance with the Act on the Protection of Personal Information and other applicable laws and regulations, and only to the extent necessary and appropriate.
The Group's main initiatives against customer harassment are as follows.
- If an employee is a victim of customer harassment, the company will establish a system to quickly understand the situation and take appropriate measures and responses to protect the employee.
・We will support appropriate methods of handling customer harassment on-site by creating manuals for responding to customer harassment and enhancing employee education.
・We will strive to provide both physical and mental aftercare and support to employees who have experienced customer harassment.
・We will establish a consultation desk and reporting system to make it easier for employees to raise their voices, and we will also take privacy into account.
・We will continue to review and improve customer harassment measures while reflecting the opinions of our employees.
5. Request to customers
Our group values the spirit of hospitality and strives to provide our customers with peace of mind and comfort. Mutual respect and moderation are essential in order to maintain a safe, secure and comfortable environment while building good relationships with our customers.We appreciate your continued understanding and cooperation in ensuring that the human rights of all people are respected and the dignity of all people is protected.