Kashara response counter and outsourced service started. Companies and local governments entrust the handling of harassment and complaints to experts and realize organizational responses. Reducing employee stress and meeting safety obligations. Countermeasures against customer harassment to be made compulsory for companies
*Japan Harassment Association*
Press release: September 2, 2024
**
Kashara response counter and outsourced service started. Companies and local governments entrust the handling of harassment and complaints to experts and realize organizational responses. Reducing employee stress and meeting safety obligations. Countermeasures against customer harassment to be made compulsory for companies
*The only installation cost is the annual maintenance fee (fixed rate), and you can use the service to respond to Kashara customers as many times as you want throughout the year. Responding to harassment and accepting complaints and requests 24 hours a day*
Japan Harassment Association (Head Office: Nishi-ku, Osaka City, Representative Director: Kaname Murasaki), which supports corporate harassment countermeasures as a harassment expert, is an organization that helps companies and local governments deal with harassment (customer harassment). We will start a support counter service.
*Current location of customer harassment*
Gone are the days when dealing with complaints and customers was left to the judgment of individual employees (individual response skills). If an organization does not have a clear policy on how to deal with complaints and customers, employees (staff) may vary in the scope of their response, may become mentally ill, or may not be able to take a strong stance because the other person is a customer. The judgment of the manager and the judgment of the boss have justified the complaints and Kashara customers for many years, and the customer has been given a great success experience.
There was a risk of secondary harassment by superiors who accused employees (staff) of harassment of being “incompetent,” “not doing their job,” “abandoning their duties,” and “negligent.” Fearing disadvantageous treatment that would lower personnel evaluations if they consulted the organization about harassment, even if the complainers and customers of harassment were given a successful experience and more and more people quit, the organization would not be able to find a replacement. The trend that there were as many as there were continued for a long time. However, in today’s era when harassment is so strict, I believe that a workplace that neglects measures against harassment will not attract human resources. Furthermore, if measures against harassment are neglected, there is even a risk that the organization will be sued by employees (staff) for violating the duty of care. There is no need to be considerate of customers such as complaints and customers. The government is also taking measures, such as reports that the government will amend the Power Harassment Prevention Act and require companies to take measures against harassment, and the Tokyo Metropolitan Government has announced plans to enact an ordinance to prevent harassment. – (Reference) Measures against harassment related to mandatory for companies – Ministry of Health, Labor and Welfare coordinates law revisions requiring companies to take measures against harassment – Nihon Keizai Shimbun (
Future approach to customer harassment countermeasures
●As a prerequisite, clarify your company’s policy for responding to customer harassment (creating a response manual, etc.)
●In order to respond to customer harassment as an organization rather than the judgment (response) of individual employees (staff), if a certain level of suspicion arises, we pass the baton to the Japan Harassment Association (total handover).
●People who harass others are no longer treated as customers, so unlike regular customers, there is no problem even if it takes time to deal with them. It’s okay to keep them waiting, and the call charges for complaints and requests should be borne by the harassing party. You need to be prepared to cut it off. By setting up our association’s Kasuhara response agency (Kasuhara response plan) and responding in good faith, Kasuhara customers may return as regular customers.
●At the same time, it is desirable to set up a point of contact where employees can consult about harassment, mental health issues, and second-hand harassment from superiors and co-workers related to harassment.
What is the ideal system for customer harassment countermeasures? * Industries in which our association promotes the introduction of Kashara response counter services (example) *
Mass media, hotels, lodging, travel, restaurants, nursing care, medical care, hospitals, retail, transportation, airlines, railways, education, drug stores, grocery stores, retail stores, amusement, entertainment, call centers, customer support, finance, banks, Securities, insurance, real estate, housing, public services, local government, fire department, police department
etc.
Kashara response/round throwing process
*Preliminary training and awareness of Kashara response policy is required for all staff.
A problem occurred with a customer (the responding staff determined that there was a suspicion of harassment*)
In reality, the decisions are made by the staff on the ground, but we have adopted a policy of making the decisions of the organization, rather than the individual staff members. (Fulfilling duty of safety consideration to staff) “We cannot take any further action. The Japan Harassment Association will be handling complaints and requests on your behalf, so please contact us.” I then handed them an information leaflet about the Japan Harassment Association.
* 1. [Those who tone down/give up] *
* 2. [People who get even more heated and become violent] *
Report to the police. If the person does not understand the
information and continues to harass the person after the information has been provided, further behavior may be reported to the Japan Harassment Association and the police.
* 3. [Person to report complaints/requests] (24-hour reception) * ・Dedicated telephone number (answering machine)
・Web reception form
·email address
The Japan Harassment Association will verify whether the complaint is a legitimate complaint or constitutes customer harassment, and will report it to the person in charge at the relevant organization. Only when the relevant organization deems it necessary, confirmation items, verification results, etc. may be communicated (feedback) to the applicant.
[Providing tools for users to communicate complaints and requests] ●Provided tools
・Telephone number (answering machine reception) 24-hour reception ・Web reception form 24-hour reception
・Reception email address 24-hour reception
・PDF data of information flyer (includes QR code of web reception form)
[Desirable response]
・Publish the Kashara response policy on the website
・Put up information flyers in the store
・Introduce the Kashara response policy through in-store announcements, etc.
[Explanation of web reception form]
This form accepts complaints and requests regarding ●●●● Co., Ltd. The Japan Harassment Association will verify whether the complaint is a legitimate complaint or constitutes customer harassment, and will report it to the person in charge at the relevant organization. The applicant may be contacted with confirmation items, verification results, etc. only if the organization deems it necessary. If you don’t mind, please let me know your contact phone number and email address. (*Contact information is optional) However, please note that we do not guarantee that we will contact you.
Please also note that the relevant organization and the Japan Harassment Association will not respond to inquiries regarding the progress of this matter.
Please note that if the content of the form contains threatening or slanderous messages directed at the organization, individuals in the organization, or the Japan Harassment Association, the message will not be accepted and will be reported to the police.
[Contents of the report]
●The following information will mainly be included in the report. (Not all information below is necessarily included)
・Applicant information (anonymous/real name)
・Applicant’s contact information
・The name of the company/branch/store where the problem occurred (●● store) ・Individual staff names, staff characteristics, etc.
・Date and time when the problem occurred
・Specific complaint details/requests
・Whether or not you would like feedback on the verification results ・Opinions and advice from the Japan Harassment Association
[Kashara response agency (overview)]
●Contract method: Annual contract (renewal in 1-year units)
●Supported languages: Japanese ●English (optional)
●Reception details: Kashara response, complaint details, requests ●Application method: 1. Telephone (answering machine reception) 2. Web reception form 3. Email
●Reception phone number: ●●●-●●●●-●●● [Reception hours] 24 hours ●Email address ●●●●@●●●● ●●●●
●Applicant’s privacy will be protected
We will not disclose personal information, complaint details, or requests to third parties without the consent of the applicant. ●We will report the received complaint details and requests within 3 business days.
●At the beginning of every month, we will report the total number of receptions for the previous month.
[Introduction cost]
●Outsourcing of the customer service counter (customer harassment response plan) Counter maintenance fee: Fixed rate system (*Please inquire by requesting information)
* No additional cost, only annual maintenance fee *
You can use our service to deal with Kashara customers as many times as you want throughout the year.
●Harassment external consultation desk (handles all harassment consultations) *Consultation regarding harassment, mental health consultation due to harassment, and consultation regarding secondary harassment from superiors and co-workers involved in dealing with harassment are also available)
Counter maintenance fee: Fixed rate system (*Please inquire by requesting information)
* No additional cost, only annual maintenance fee *
Consultations by phone, email, web, face-to-face counseling, and ZOOM video calls can be used as many times as you like throughout the year. -Customer harassment related article with comments from Representative Director Kaname Murasaki-
Threatening due to abusive language from customers… 46.8% have experienced ‘kashara’ – Ask an expert for countermeasures [Hiruobi] | TBS NEWS DIG
Like “bullying” by an unspecified number of people…The importance of “countermeasures against harassment” is increasing due to the spread of SNS — ANA and JAL also announce countermeasure policies (Nippon TV NEWS NNN) –
Yahoo! News
[Custom harassment that is a social issue] “Calling the clerk as you,” “Demanding trouble fees,” “Threatening to write a low rating”… Acts that emerge from actual examples (1/2) | Women’s Seven Plus
(j7p.jp)
-Reference information-
* The Ministry of Health, Labor and Welfare has published a “Corporate Manual for Customer Harassment Countermeasures.” *
(Ministry of Health, Labor and Welfare homepage)
(The following is an excerpt from the Ministry of Health, Labor and Welfare website)
Kashara countermeasure manual, leaflet, and poster completed The Ministry of Health, Labor and Welfare, in cooperation with related ministries and agencies, has published the “Corporate Manual for Customer Harassment Countermeasures”, a leaflet that is a summary version of the manual, and dissemination and awareness raising as part of measures to prevent significant nuisance behavior from customers (so-called customer harassment). I have created a poster.
Based on discussions with academic experts and interviews with companies that often come into contact with customers, the manuals and leaflets contain basic information on countermeasures against customer harassment, including advance preparations in anticipation of customer harassment and what to do when it actually occurs. A framework is described.
Both can be downloaded from the Ministry of Health, Labor and Welfare website. We hope that it will be used by a wide range of people, including those in charge of companies.
●Manuals, leaflets, and posters can all be downloaded from the Ministry of Health, Labor and Welfare’s website “Preventing Harassment in the Workplace (Sexual Harassment/Harassment Related to Pregnancy, Childbirth, Childcare Leave, etc./Power Harassment)”.
https://www.mhlw.go.jp/stf/seisakunitsuite/bunya/koyou_roudou/koyoukintou/seisaku06/index.html
In June 2019, the Comprehensive Labor Policy Promotion Act was revised, making it incumbent on employers to take necessary measures for employment management to prevent power harassment in the workplace.
Based on this revision, in January 2020, the “Guidelines for measures that employers should take in terms of employment management regarding problems caused by behavior based on superior relationships in the workplace” (Reiwa 2 The Ministry of Labor Notification No. 5) has been established, and business owners are required to consult and appropriately respond to customer harassment, such as assault, intimidation, severe verbal abuse, and unreasonable demands. It was established that it is desirable to take measures to improve safety and provide consideration to victims, and that it is effective to take measures to prevent damage.
* [Contact information for inquiries regarding this matter from the press] * Japan Harassment Association Secretariat
Person in charge: Murasaki
TEL: 06-6556-6413 FAX: 050-3588-1422
E-mail: info@jpn-harassment.or.jp
* [Corporate overview] *
Corporate name: Japan Harassment Association
Address: 8F Tachiuribori Square Building, 1-4-12 Tachiuribori, Nishi-ku, Osaka 550-0012
Representative Director: Kaname Murasaki
Establishment date: February 4, 2020
Japan Harassment Association Official Website:
https://harasumentt.jimdofree.com/
Job Hunting Harassment Free Consultation Hotline:
https://shukatsu-sekuhara.jimdofree.com/
* [Activities of the Japan Harassment Association] *
・Dissemination of information regarding harassment, research on measures, and advocacy activities
・Diagnosis and fact-finding regarding harassment countermeasures, guidance on countermeasures using specialized knowledge
・Establishment and operation of external harassment consultation desks for companies, organizations, schools, hospitals, governments, etc. ・Fact-finding on harassment and consulting for creating a healthy work environment
・Planning, holding, and management of lectures, seminars, training, information exchange meetings, and forums related to harassment ・Publishing publications related to harassment ・Planning,
manufacturing, and sales of books, videos, printed materials, etc. ・Other businesses necessary to achieve the purpose of our corporation Social contribution activities
・Operation of a “Free Job Hunting Harassment Consultation Hotline” that can be used by students nationwide
* [Main anti-harassment services] *
・Outsourcing of external harassment consultation desk/whistleblowing desk (public interest reporting desk)
・Harassment training ・Sales of harassment training video content ・Implementation of harassment counselor training
・Implementation of power harassment coaching training (power harassment rehabilitation program)
・Outsourcing of power harassment third-party committee, harassment third-party committee, and harassment investigation committee ・Outsourcing of harassment certification investigation
・Implementation of anonymous harassment questionnaire
・Issuance of harassment qualification (harassment countermeasure certified advisor qualification course)
・Harassment ADR Center, an ADR (alternative dispute resolution procedure) specializing in workplace harassment disputes