Guidelines for dealing with customer harassment
Tokyo Wan Ferry Co., Ltd. strives to improve its customer service and operations every day, but to achieve this, it is essential that employees are healthy both physically and mentally, and that they have an environment in which they can work with peace of mind.
In order to respect the human rights of our employees, we will respond to customers with sincerity while taking a firm stance against unreasonable demands or behavior. For this reason, we have established the "Tokyo Wan Ferry Co., Ltd. Customer Harassment Policy" as follows.
Definition of Customer Harassment
Customer complaints that lack validity or that involve socially unacceptable means or methods for realizing the request, and that may harm the working environment of our employees
[Relevant actions]
Physical or mental attacks (assault, injury, threats, slander, libel, insults, verbal abuse)
Intimidating language and behavior
- Continuous or persistent behavior
- Demanding apologies in the form of kneeling
- Restrictive behavior (refusal to leave, staying put, confinement)
- Discriminatory or sexual behavior
- Attacks or demands against individual employees working at our company
- Personal information of employees working at our companySNS/Posting to the Internet (publication of photos, audio, and video)
- Unreasonable or excessive requests for services
- Demands for product exchange, monetary compensation, or apologies without justifiable reason
The above descriptions are examples and are not limiting.
Attitude towards customer harassment
We aim to provide excellent service to our customers by protecting the physical and mental health and safety of our employees. Therefore, we will take firm action against any behavior that falls under the category of customer harassment, so we appreciate your understanding. Furthermore, if we find any behavior that we deem to be malicious, we will consult with the appropriate authorities, such as the police, and take strict action.
Our efforts
- Clarifying our corporate stance through this policy and raising awareness among our employees
- Developing procedures and methods for dealing with customer harassment
- Providing education and training for employees working at our company
We will continue to respond sincerely to customer opinions and requests regarding our services and strive to improve them.
Thank you for your understanding and cooperation.