Basic Policy on Customer Harassment

We strive to provide hospitality unique to each town and a comfortable atmosphere that suits each individual customer, and we value the "comfortable level" of service that is symbolic of Japanese hospitality.
While we are able to interact with many customers in a comfortable manner, a very small number of people have engaged in nuisance behavior that could be considered "customer harassment." We recognize that customer harassment can, in some cases, damage the dignity of employees, lead to a deterioration of the working environment, and ultimately result in a decline in customer service.
As part of our efforts to provide our customers with a "comfortable level" of service, we believe it is necessary to ensure a safe, secure and comfortable working environment where each employee can maximize their abilities and be healthy and active in both body and mind. We have therefore formulated a "Basic Policy on Customer Harassment," which we would like to publish here.
However, please be aware that this policy is not intended to exclude valuable opinions from customers.

The main target is "complaints and behavior from customers, etc., where, in light of the validity of the content of the complaint or behavior's request, the means or manner of realizing the request is socially inappropriate, and where the means or manner harms the working environment of employees," as defined in the "Corporate Manual for Countermeasures against Customer Harassment (created in February 2022)" (hereinafter referred to as the "Corporate Manual") published by the Ministry of Health, Labor and Welfare.

Examples of customer harassment are listed below in the company manual. However, the following are not limited to these actions.
 
Examples of "cases where the customer's request is inappropriate"
・When no defects or negligence are found in the products or services provided by the company
・When the content of the request is not related to the products or services provided by the company
 
Examples of "means and manner of achieving demands that are socially inappropriate"
(Requests that are likely to be deemed inappropriate regardless of their validity)
・Physical attacks (assault, injury)
・Mental attacks (threats, slander, libel, insults, verbal abuse)
Intimidating behavior
・Request for dogeza
-Continuous (repeated) and persistent (persistent) behavior
・Restrictive behavior (refusal to leave, staying put, confinement)
・Discriminatory behavior
Sexual language and behavior
・Attacks or demands on individual employees
 
Examples of "cases where a request is deemed inappropriate in light of its validity"
- Request for product exchange
- Request for monetary compensation
- Demanding an apology (excluding dogeza)

[Customer Service]
In the case of behavior that constitutes customer harassment, we will seek rational discussion to reach a reasonable resolution, but if we determine the behavior to be severe, we may refuse to provide service to the customer.

[Responses for employees]
・We provide training on how to deal with customer harassment so that each employee can respond quickly in the event it occurs.
・We have established guidelines for dealing with customer harassment and have made them known to our employees.
・We have established a consultation desk and reporting system for employees.
・We will cooperate with external agencies (police, lawyers, etc.) to respond more appropriately.

Many customers understand that customer harassment is unacceptable, and by complying with this policy, we hope to foster better relationships with customers and strive to provide a "comfortable" level of service. However, in the unlikely event that any behavior that constitutes customer harassment is confirmed, we will respond firmly in accordance with this policy.
We ask for your understanding and cooperation with this policy.