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Sanwa Group's Commitment to Employee Safety Against Customer Harassment

Sanwa Holdings Co., Ltd., based in Shinjuku, Tokyo, has recently introduced a foundational policy to address customer harassment, titled the "Sanwa Group Basic Policy on Customer Harassment." This initiative underscores their commitment to fostering a safe and secure working environment for their employees while delivering high-quality products and services to their clients.

The Importance of Employee Well-being

Sanwa Group operates under the mission of contributing to society by providing safety, comfort, and security. To fulfill this vision, the organization recognizes the essential need to ensure that employees can work in an environment free from fear and intimidation. The company aims to maintain trust with customers while providing feedback effectively. However, they acknowledge that some instances of unreasonable demands, verbal abuse, and threats towards employees can occur, significantly harming the dignity of their staff and creating a toxic working atmosphere. Therefore, they stand firm against harassment, striving to nurture a healthy relationship between customers and employees.

Defining Customer Harassment

The policy meticulously defines customer harassment as any unreasonable demands or actions that detrimentally impact the work environment of employees. This includes both the lack of legitimacy in the demand itself and any inappropriate means to achieve such demands defined by societal norms.

Examples of Harassment Behaviors

Sanwa Group acknowledges several forms of behavior that fall under customer harassment, highlighting their commitment to a zero-tolerance policy:

• - Physical and Mental Attacks: This includes acts like violence, threats, coercion, defamation, and intimidation.
• - Persistent and Excessive Inquiries: Continuous questioning or follow-ups that become harassing in nature.
• - Demanding Degradation: Requests for actions such as bowing excessively as a form of apology.
• - Restrictive Behaviors: Actions that inhibit freedom, such as staying without right to stay or prolonged contact exceeding reasonable limits.
• - Discriminatory Remarks: Inappropriate comments relating to nationality, gender, or personal characteristics.
• - Personal Attacks on Employees: Harassment related to the appearance or clothing of employees, including defamatory remarks made on social media or internet postings without consent.
• - Unreasonable Service Demands: Requests for service that exceed what is considered normal.
• - Unjustified Compensation Requests: Seeking exchanges or financial compensations that go beyond the company's responsibilities.

How Sanwa Group Responds to Harassment

Customer Interaction

In instances where customers express complaints or concerns, the company ensures rational and earnest discussions to enhance relationships. Nonetheless, if any behavior is deemed harassment, Sanwa Group will address the issue firmly, potentially declining further interaction. In severe cases, they may involve authorities or consult legal counsel.

Organizational Action

Sanwa Group is committed to creating a robust structure that enables quick and appropriate responses to customer harassment. This includes defining attack prevention measures and training staff on handling such situations effectively. Moreover, the well-being of employees who experience harassment is a priority, ensuring they receive the necessary support.

Commitment to Building Trust

While Sanwa Group continuously aims to foster a positive trust-based relationship with customers, they emphasize the importance of addressing any harassment that may occur. They seek understanding and cooperation from clients regarding this critical policy.
Details of the "Sanwa Group Basic Policy on Customer Harassment" are publicly available on their website for further transparency.

For inquiries regarding this policy, contact:
Sanwa Holdings Corporate Communications Department
Ishikawa, Sato, Kojima
Email: [email protected]
Phone: 03-3346-3331

• - Print PDF of the Basic Policy

By implementing these measures, Sanwa Group aims not only to protect its workforce but also to enhance the overall customer experience, creating a more respectful and cooperative atmosphere in the business world.