Introduction
At kaonavi, we envision a future where everyone can thrive and “Implement technology to WORK and modify the specifications of society leveraging individual power”
To realize this purpose and provide better service, it is essential to build up our trust between customers and employees. So we have established "Customer Harassment Response Guidelines" to respect the rights of both parties and work towards a future where everyone can contribute to society.
Acts of Customer Harassment
Within our group, customer harassment is defined based on "Customer Harassment Prevention Manual" issued by Japan’s Ministry of Health, Labor, and Welfare (published on February 25, 2022). We define customer harassment as follows
- Customer requests or demands that clearly lack reasonable grounds.
- Means or attitudes used to achieve demands that are inappropriate according to societal norms.
- Behaviors or demands that disrupt or harm the work environment of our employees.
Examples of such acts include, but are not limited to, the following
Physical or Verbal Abuse and Intimidation
- Repeated threats or verbal abuse.
- Demands for special treatment by exploiting a superior position.
- Forcing apologies or excessive groveling.
Persistent or Excessive Communication
- Frequent calls, emails, or repeated complaints.
- Repeatedly making the same demand or asking the same question unilaterally.
- Diverting conversations, nitpicking, or persistent criticism.
Restrictive Actions
- Restricting employees' time, such as long phone calls.
Excessive and Unjustified Demands
- Unfounded demands for financial compensation.
- Refusal to pay legitimate cancellation fees, or demands for unjust refunds.
- Demands that exceed contractual agreements.
Personal Attacks on Employees
- Disclosing employees’ names online or on social media, or defamatory remarks.
Other
- Discriminatory or sexual remarks, among others.
Responses to Customer Harassment
External Measures
- We strive to build positive relationships through courteous communication with customers.
- In the event of customer harassment, we respond firmly and seek reasonable and rational dialogue.
- If resolution cannot be achieved, we may suspend service provision or customer support for the individual in question.
- For particularly malicious or criminal conduct, we will collaborate with external professionals, such as the police or legal counsel, to take legal action as necessary.
Internal Measures
- We educate and inform employees about our policy on customer harassment prevention.
- Procedures for handling customer harassment incidents are established, and training is provided on appropriate responses.
- We ensure a support system for employees to consult immediately when harassment occurs.
- Prioritizing the mental and physical well-being of affected employees, we take necessary measures to protect the privacy of both victims and those who report incidents.
- To prevent recurrence, we continuously review cases and improve our response system as part of an ongoing commitment to improvement.