Various Terms and Policies | Awara Onsen (Awara Onsen) Grandia Housen [Official Website]

Basic Policy on Customer Harassment

1 Introduction

Grandia Housen Co., Ltd. (hereinafter referred to as "our company") strives to provide safe and secure services by sincerely responding to customer requests and striving to provide services that provide greater satisfaction. We also consider the opinions and requests we receive from our customers to be a valuable opportunity for us to improve the quality of our services.
On the other hand, some customers' requests and behaviors may be abusive, intimidating, or violent, and may harm the dignity of employees. Such behavior, which is extremely unreasonable in light of socially accepted standards, not only worsens the working environment for employees, but is also a serious problem that could have a negative impact on the provision of safe and secure services.
We believe that ensuring a safe working environment for our employees will enable them to carry out their work with peace of mind, which will ultimately lead to better relationships with our customers. This is why we have established our "Basic Policy on Customer Harassment."

2 Definition

We define customer harassment as "significant nuisance behavior by customers towards employees that harms the working environment of employees."　
Specifically, this refers to the following actions. These are merely examples and are not intended to be limiting.
• Violence
• Abusive language, insults, and slander
• Threatening or intimidating
• Denying an employee's character or making discriminatory remarks
• Demands for dogeza
• Long-term commitment (approximately 30 minutes)
• Forcing people to take actions that go beyond what is considered reasonable by social standards
• Unreasonable and excessive demands that lack rationality
• Posting content that damages the reputation of the company or its employees, or personal information, etc. on social media etc.
• Sexual harassment of employees, SOGI* harassment, other harassment, stalking, etc.
*"SOGI" is an abbreviation of sexual orientation and gender identity.

3. Treatment of employees

• In the event of customer harassment, we will prioritize employee care.
• We provide regular training to employees on knowledge of and how to deal with customer harassment.
• We will establish a system to deal with customer harassment, such as setting up a consultation desk and coordinating with the police and lawyers.

4. Customer Service

• When resolving a problem, we will consider reasonable and rational discussions and responses, but if we determine that the situation constitutes customer harassment, we may terminate the response and refuse to provide further services.
• Furthermore, if we determine that the behavior is malicious, we will take firm action in cooperation with the police and external experts (lawyers, etc.).
• In order to ensure the safety of employees and the possibility of post-event verification of responses, calls and responses may be recorded or filmed.

5. Requests to customers

Thank you for your continued patronage. We sincerely listen to customer feedback and strive to provide better service. To achieve this, it is important that customers and employees respect each other and maintain a safe environment.
Excessive demands and intimidating behavior will cause a decline in the quality of our services, so we ask for your consideration and cooperation.