Our Policy on Customer Harassment
The corporate philosophy of SAC'S BAR HOLDINGS INC.'s group companies (hereinafter referred to as our Group) is Companies Creating Positive Impressions. With our Impressive Services, Impressive Products and Impressive Sales Floors as the three main pillars, we fulfill our mission of creating and providing positive impressions to all our stakeholders.
Through our product planning, manufacturing, wholesaling and retailing that provide positive impressions to all consumers, customers and industry participants, we contribute to the mutual prosperity and happiness, and thus help to achieve a culturally enriched and sustainable society.
We receive valuable feedback and reviews from our customers regarding our Group's products and services. Most of the feedback is helpful and constructive, but a small number of that feedback includes language and behavior that includes excessive complaints or unreasonable demands directed at our employees.
For creating and providing positive impressions to our stakeholders, it is essential that all our employees, who are working to fulfill our mission, can work with vigor and enthusiasm and remain mentally and physically healthy.
In order to continue meeting expectations from our stakeholders and to continue offering quality products and services, we are committed to respecting the human rights of our employees and protecting them from customers' harassing language and behavior. With this understanding, we announce Our Policy on Customer Harassment as below.
Takeshi Kiyama
President, SAC'S BAR HOLDINGS INC.
Behavior covered by this Policy
Based on the Corporate Manual for Countermeasures against Customer Harassment published by the Japanese Ministry of Health, Labour and Welfare, our Group defines customer harassment as any
demand or behavior from customers that is made in a socially unjustifiable means or manner, even if the request is valid, and negatively impacts the employee work environment.
Customer harassment includes the following:
1. Violence and verbal abuse by a customer
- Practicing violence
- Making intimidating or threatening statements orally or in writing
- Making insulting statements against our employee orally or in writing
2. Excessive or unreasonable demand
- Unreasonably making an excessive demand
- Demanding actions, such as a refund or services, exceeding the scope of the contract or agreement
- Excessively or unreasonably repeating the same demand or inquiry
- Forcing our employee to apologize on their knees
- Unreasonably demanding our Group to apologize
- Demanding internal punishment of an employee of our Group
- Demanding face-to-face handling of inquiry/complaint
3. Other forms of harassment initiated by customers
- Posting slanderous or defamatory messages on social networking services or the internet
- Violating the privacy of our Group employee
- Any other form of harassment against our Group employee
The forms of harassment are not limited to those listed above and may include other forms of inappropriate behavior.
Measures against customer harassment
When our Group considers that any behavior of a customer falls into the definition of customer harassment, we may terminate providing products and services to that customer. When our Group considers that such customer behavior is malicious, we will report that behavior to police, lawyers and other relevant experts and take appropriate measures.
Education and awareness raising for our Group employees
- Preparing for customer harassment incidents, we will offer training programs for our employees, teaching them about, including how to deal with, customer harassment.
- We will establish internal systems for dealing with customer harassment incidents.
- If a customer harassment incident occurs, we will consult with industrial physicians and other external experts to implement more appropriate measures.