1. Introduction
Under the corporate motto of "bringing smiles and inspiration to people around the world through exciting experiences," the Kamori Kanko Group (hereinafter "our Group") has made it its mission to bring smiles and inspiration to our customers and business partners (hereinafter "customers") in a safe and secure environment. To this end, we believe it is essential that we ensure a working environment that allows each and every employee to work in a healthy state of body and mind, with a sense of pride and peace of mind. To ensure the above and, in turn, provide customers with greater peace of mind and satisfaction, we have established the Kamori Kanko Group Basic Policy on Customer Harassment. Moving forward, we will revise and update the basic policy as necessary in response to changes in social conditions, applicable laws and regulations, and other areas.
2. Basic Policy on Customer Harassment in the Kamori Kanko Group
Our Group strives to provide safe and pleasant services to each and every one of our customers with good faith and integrity. However, customer requests or behavior that are inappropriate under normal social conventions may threaten the dignity and safety of our employees, which not only hinders the provision of sound services but may also cause inconvenience to other customers. In order to safeguard the dignity of our employees and ensure customer satisfaction, our Group will maintain a firm stance against all such inappropriate requests and behavior.
3. Definition of Customer Harassment and Examples of Actions that Constitute the Same
Based on the Corporate Manual on Customer Harassment Prevention published by the Ministry of Health, Labour and Welfare, we define customer harassment as "customer complaints and behavior where the means and manner employed to pursue a request are inappropriate under normal social conventions in light of the validity of the request, and where the working environment of employees is impaired by the means and manner employed to pursue the request."
The main examples of actions that are eligible are as follows: However, this is not limited to these, and we will carefully judge whether or not this constitutes customer harassment, taking into consideration the social norms' reasonableness and the circumstances of individual cases.
1. When a request from a customer lacks validity
(1) When no defect or error is identified in the product or service
(2) When the request is unrelated to the service or product
2. When the means or manner employed to pursue a request are inappropriate under normal social conventions
(1)It is highly likely that it will be considered inappropriate regardless of the validity of the content of the request.
・Physical attack (assault, injury)
・Psychological attacks (intimidation, slander, defamation, insult, abuse)
・Intimidating words, discriminatory words, sexual words
・Request for dogeza
・Continuous, persistent behavior
- Restrictive behavior (non-eviction, staying in, confinement, long phone calls)
・Attacks and demands on individual employees
・Voyeurism of employees, stubborn behavior
(2) If it is considered inappropriate in light of the validity of the content of the request
・Request for product exchange
・Request for preferential treatment
・Request for monetary compensation (free, refund, discount)
・Request for apologies, visits, etc.
3. In the case of other nuisance
・Slanderous acts of this group and employees on social media and the Internet
4. Kamori Tourism Group's attitude to respond to customer harassment and main initiatives
The Group takes legitimate opinions, requests and comments from customers seriously, responds honestly, and strives to build a better relationship with the goal of a reasonable solution. However, as a general rule, if we determine that an act by a customer constitutes customer harassment and decide it is unavoidable in light of the content and circumstances of the case, we will not be able to cancel the various services provided by our group or refuse to use the facilities of our group. Additionally, depending on the situation, measures may be taken, including reporting to the police or taking legal action, as necessary. In such cases, we may provide your personal information to relevant authorities, but we will handle it within the necessary and appropriate scope, complying with the Personal Information Protection Act and other related laws and regulations.
The Group's main efforts to address customer harassment are as follows:
-If an employee is victim of customer harassment, the company will quickly grasp the situation and establish a system to take appropriate measures and take measures to protect the employee.
- We will support appropriate response methods on-site by formulating manuals to deal with customer harassment and enhancing education for our employees.
- We strive to provide aftercare and support for employees who have been subjected to customer harassment.
- We have established consultation desks and reporting systems to make it easier for employees to speak up, and we will also take privacy into consideration.
・We will continue to review customer harassment measures and strive to improve them, reflecting the voices of our employees.
5. Request to customers
Our group cherishes the "heart of hospitality" and strives to ensure that our customers can enjoy a safe and comfortable life. In order to continue building good relationships with our customers and protecting a safe, secure and comfortable environment, mutual respect and modest relationships are essential, so we ask for your continued understanding and cooperation in ensuring that the human rights of all people are respected and dignified.