Customer Harassment Policy
To protect an environment where all customers and employees feel safe and secure.
Introduction
Our salon is committed to pursuing health and relaxation and building positive relationships with customers through the provision of high-quality services.
At the same time, to protect the physical and mental health of our employees and maintain a safe working environment, we believe it is necessary to respond firmly to harassment from customers. We have therefore established and published this basic policy.
Definition of Customer Harassment
While customer feedback and requests sometimes include legitimate complaints that lead to service improvement, they may also include excessive demands or inappropriate behavior.
Based on the definition from the Ministry of Health, Labour and Welfare (published February 2022, "Corporate Manual for Addressing Customer Harassment"), we define customer harassment as follows:
Customer complaints or behavior whose means or manner are unreasonable by social standards and harm employees' working environment.
Basic Policy
Our salon responds sincerely to customer complaints and concerns, meets their expectations and trust, and works to provide better services.
However, for conduct deemed to constitute customer harassment, we respond organizationally and appropriately as a company to protect our employees and work to maintain and improve the environment so that all employees can work safely.
Judgment Criteria
When an employee reports customer behavior, we comprehensively judge the following:
- Whether the customer's request has reasonable grounds
- Whether the means and manner of fulfilling the request are reasonable by social standards
Examples of Targeted Behavior
Examples of requests lacking reasonable grounds
Examples of unreasonable requests
Examples of unreasonable means or manner
Note: The above are examples and are not exhaustive.
Response to Customer Harassment
Internal Response
We provide training to ensure employees respond appropriately, and establish systems to respond promptly and appropriately when harassment occurs. We also provide aftercare to affected employees.
External Response
When harassment is confirmed, we seek to resolve it through rational discussion. In serious cases, we work with external specialists such as police or lawyers and take necessary action.
If continued harassment is confirmed, we may discontinue the provision of services.
Request to Customers
We sincerely appreciate the many customers who use our salon.
Should any harassment occur, we will respond based on this policy. We appreciate your understanding and cooperation.
Dr. Foot Co., Ltd.