Basic Policy on Customer Harassment
Introduction
Since its founding, NIKI GOLF has been guided by the philosophy of "We want more people to enjoy a life with golf." In order to position golf as a more casual sport, we have always been mindful of the requests and opinions we receive from our customers and strive to improve customer satisfaction.
However, some of our customers may engage in nuisance behavior that constitutes customer harassment, such as intimidating remarks, threats, abusive language, slander, and unreasonable demands.
In order to realize our philosophy, we believe it is necessary to respect the basic human rights of all people involved, including our business partners and employees, ensure their physical and mental health, and provide an environment where they can work with peace of mind.
We have established a Basic Policy on Customer Harassment to continually refine and innovate our stores, products, and services so that customers will think, "Yes, I'll go to NIKI GOLF."
Definition of Customer Harassment
Based on the "Corporate Manual for Countermeasures against Customer Harassment" published by the Ministry of Health, Labor and Welfare, we define "customer harassment" as any complaint or behavior from a customer that, in light of the validity of the request, has the potential to harm the working environment of an employee through means or manner that are socially inappropriate.
[Targeted actions]
The following are examples and are not limiting.
- Intimidating behavior (yelling, yelling, banging on the table, etc.)
- Mental attacks (threats, intimidation, slander, libel, insults, verbal abuse, denial of one's character)
- Requests for product exchanges, returns, refunds, or apologies without a valid reason
- Being held for long periods on the phone or in the sales area, refusing to leave, or staying in
- Continuous and persistent inquiries, excessive repetition of the same requests or inquiries
- Sexual harassment, stalking, and discriminatory behavior
- The act of persistently picking on words or nitpicking
- Unreasonable out-of-hours response
- Physical attack (assault)
- Defamation and violation of privacy on social media or the internet
- Publishing photos, videos, and personal information of people taken without their permission on the Internet
- Requests for internal punishment, such as dismissal, of employees
- Requests for service provision that are socially inappropriate
Responding to Customer Harassment
If we determine that the behavior constitutes customer harassment, we may decline to respond to the request and will take firm action as an organization.
In addition, if customer harassment continues or if we find that the behavior is particularly malicious, we will work with the police, lawyers, etc. to take strict action.
Please note that we may record or record conversations and phone calls with customers, etc. as necessary.
Addressing customer harassment
In order to clarify our stance on customer harassment as a company, we will establish the following system.
1. Establishment of a response system
- Formulating and preparing procedures and manuals for dealing with customer harassment
- Strengthening cooperation with external specialist organizations such as police and lawyers
2. Employee education and training
- Regularly implement training programs for employees
- Mental health support to maintain psychological safety
3. Establishment of a consultation desk
- Establishment of a consultation desk that employees and business partners can use with confidence
4. Technical support
- Considering the introduction of anti-harassment equipment
Through this policy, we will strive to provide better services to our customers while maintaining a working environment where employees can work healthily and comfortably.