Basic Policy on Customer Harassment
Introduction
Our mission, “Be a source of an enjoyable and prosperous life for as many people as possible,” reflects our commitment to creating positive experiences not only for our customers but also for our employees and the society in which we operate.
To achieve both sustainable growth of the BOOKOFF chain and contribute to the development of a sustainable society, we believe it is a vital corporate responsibility to respect the basic human rights of all individuals affected by our business activities and to ensure their physical and mental well-being and safety. Based on this belief, we have established a human rights policy.
In the BOOKOFF franchise chain operated by our Group (hereinafter referred to as the “BOOKOFF Chain”), we uphold this human rights policy by respecting the rights of both customers and employees. In order to maintain customer trust and meet their expectations, we have formulated this basic policy to address cases where customer behavior or demands exceed socially acceptable norms. We will firmly and respectfully respond to any actions that undermine the dignity or personality of our employees, while continuing to interact with sincerity and strive to maintain a healthy and respectful customer relationship.
Definition of Customer Harassment According to the BOOKOFF Chain
Based on the Customer Harassment Response Manual for Companies issued by Japan’s Ministry of Health, Labour and Welfare, customer harassment is defined as follows:
Among complaints or actions from customers, if the method or manner used to convey such demands is socially unacceptable in light of the reasonableness of the request itself, and if such behavior adversely affects the working environment of employees, it shall be considered customer harassment.
Determination of customer harassment is made in accordance with the above criteria.
Prohibited Acts
The following are examples and do not represent an exhaustive list.
Unreasonable Demands by Customers
・ Demands made when there is no defect or fault in the products or services provided by the Company
・ Demands unrelated to the content of our products or services
・ Unreasonably prolonged conversations or behavior that unreasonably restricts employees’ time
・ Demands for disciplinary actions such as dismissal of employees
・ Demands for excessive monetary compensation
・ Requests to meet at locations other than the business premises without a legitimate reason
Acts that are deemed socially unacceptable in pursuing a demand include, but are not limited to, the following:
・ Raising one's voice in an aggressive or intimidating manner, using insulting language, making defamatory remarks, or denying the dignity of an individual
・ Repetitive or persistent behavior beyond what is reasonable
・ Defamation or slander of the company or employees on social media or other online platforms
・ Demanding unrelated conditions while secretly recording or photographing employees without their consent
・ Threatening, intimidating, or coercive behavior
・ Physical violence or any form of bodily harm
・ Targeting or making direct demands toward individual employees
・ Discriminatory or sexually inappropriate remarks or actions
・ Invasion of employees' personal privacy
・ Excessively asserting one’s authority or status to demand special treatment or written apologies
・ Entering restricted areas without permission or refusing to leave the premises
・ Demanding acts of extreme apology, such as forcing employees to kneel
Internal Measures
・ We provide training for employees on how to recognize and appropriately respond to customer harassment and difficult customer situations.
・ We have established an internal consultation desk to support employees in handling customer harassment and related matters.
・ To ensure proper handling of serious cases, we work in collaboration with external experts such as the police and legal professionals.
External Response
・ When a case of customer harassment arises, we seek to resolve the issue through calm and reasonable dialogue, aiming to build and maintain a better relationship with our customers.
・ However, in cases where malicious customer harassment persists despite our efforts, we may, regrettably, have to refuse further business with the individual involved.
A Request to Our Customers
"We sincerely appreciate that the vast majority of our customers use our products and services without any incidents such as those described above.
However, in the rare case that customer behavior falls under our definition of customer harassment, please be advised that we will respond in accordance with this policy.
We kindly ask for your understanding and cooperation."
We remain committed to building and maintaining positive and respectful relationships with all our customers.
