Japan Customer Harassment: Updated Dec.6, 2024.

 

Japan gov't wants companies to take measures against customer harassment

Article Source:  https://mainichi.jp/english/articles/20241122/p2a/00m/0bu/013000c

Ideas:

Japan has always been a country of quality customer service and the idea that the customer is like God was/is true in Japan. At the same time, even customers used to be polite as Japan is/was considered a polite society, at least from foreigners point of view.

But maybe those days are long gone as more and more customers in Japan are voicing their frustrations with companies and how they might be treating customers. And it might not even be the company's fault as it just might be all societies today, and now even in Japan, with people able to voice their frustrations on social media.

To be fair, if there are no penalties to how customers treat workers at a department store or at a insurance company, how can the harassment be stopped if it continues on in Japan.

Companies, out of fear of losing customers might not report any customer harassment, as they feel in today's climate of social media, customers can take out their frustrations on the company they don't like.

Unfortunately, due to other issues such as home issues, family issues, money issues, or psychological issues, it might be hard to determine if the customer had a real complaint and or was just acting on frustrations from something else.

But the fact remains, there has to be politeness from the customer and from the company to keep things from getting out of control.

This is where is gets completely out of control, expecting employees to kneel before the customers to apologize. Most likely, and it happens in Japan, some rich or well-to-do customers will act that way to show they are superior to a low level sales clerk in a Japanese department store.

Many of these actions might not be actually criminal but the punching, kicking is definitely a criminal act and if legislation is introduced even all of the other actions could be a criminal offense.

Its very sad that Japan, once known for its politeness has come down this kind of level in Japan society today, but again, its not only Japan but its global problem these days.

Some countermeasures might include if a customer is beginning to complain too much to a store clerk, for example, the store clerk can excuse herself and find a company employee who knows how to deal with those kinds of customers, as a department store clerk don't get paid enough to deal with customers who are rude.

Another example might be a specific room that customers can go to and voice their concerns and talk to someone who is experienced in dealing with customer complaints, as again, the regular staff is not trained or doesn't get paid enough to deal with rude customers.

Another example, if it comes to it get the help of the Japanese police who know how to handle extreme and or rude customers, but most likely the Japanese police with probably say its not their job, as the company should deal with it. 

And in that case, if complaints become too extreme, a company can hire trained security people to work with the store or company to handle rude or abusive customers

The problem with Japan is that many don't want to get involved if its not in their best interest and or they don't have a personal stake in the situation. There doesn't seem to be a sense of citizenship like in the US where people might get involved, but not so in Japan, even though its changing a little.

The paragraphs seems a little unclear, as before the article was about customers harassing clerks at departments stores, for example, but this paragraph makes it sound like company workers are doing the harassing.

But just the same, again, Japanese people, even companies don't want to get involved if its not in their best interest or doesn't involve them directly.

And to be clear, unfortunately, there are many companies, globally, that take advantage of customers and some customers have valid complaints. 

All countries should have as set of rules that protect both the customer and the company with clear examples of what not to do on both sides.

And, again, there needs to be some punishment for extreme customers who resort to violence, and even using social media to harm an individual working for a company too.

Yes, some Japanese government entities are now beginning to see there are some real challenges with customers harassing company workers and they are beginning to take some action, as needed.

The problem is will the government actions be enough to deter customers from harassing company workers. If there are no penalties then maybe nothing is going to really change.

At the same time society has to step-up and communicate what is appropriate behavior of both sides related to customers and companies both.

Have a nice day!