Upcoming Seminar on Customer Harassment Prevention Strategies in Tokyo: Telephone Response Techniques

Seminar on Customer Harassment Prevention Strategies

As customer service environments become increasingly challenging, understanding how to handle customer harassment, particularly over the phone, is essential for organizations. In response to this pressing issue, the Tokyo Metropolitan Government is launching a seminar specifically aimed at enhancing the understanding and response capabilities regarding customer harassment, commonly referred to as "kasu hara." This seminar, taking place on January 20, 2026, is the fourth in a series and focuses on practical, real-world strategies for managing harassment during phone interactions.

Seminar Overview

- Date: January 20, 2026 (Tuesday)
- Time: 14:00 - 16:00
- Registration Period: December 1, 2025 - January 15, 2026
- Format: Online live session (with a recording available later)
- Cost: Free
- Registration Link: Sign up here

Seminar Title

Practical Session II: Strategies for Addressing Customer Harassment During Telephone Interactions

This seminar will provide participants with a comprehensive understanding of the characteristics and realities of customer harassment in phone scenarios. Attendees will learn to implement preventative measures, initial response techniques, post-incident actions, and strategies for preventing recurrence—all tailored to practical applications in the workplace. It will also address employee mental health and organizational support systems that can be established to assist those affected by harassment.

Key Themes

- Characteristics of customer harassment in telephone interactions
- Countermeasures for harassment in phone responses
- Effective communication skills to prevent harassment
- Risks associated with inadequate organizational response
- Mental health care and support system development post-harassment
- Q&A session with the speakers

Speakers

- Takeshi Fujiki: A representative from the Japan Harassment Risk Management Association, Fujiki specializes in customer harassment and organizational complaint resolution, with extensive experience training over 3,000 individuals across various industries in handling customer interactions effectively. He has a background in call center operations and quality management at Bell System 24 and currently conducts practical training for both private and public organizations, focusing on real-world applications.

- Hiromi Nagabe: As the representative of the Social Support Office Citrus, Nagabe has approximately 20 years of experience in public consultation services, including roles at the Tokyo Labor Bureau and the Ministry of Health, Labour and Welfare. She oversees harassment consultations and is adept in the nuances of telephone responses. Her current work includes training consultation staff and providing organizations with the necessary support against harassment.

About Japan Harassment Risk Management Association

The Japan Harassment Risk Management Association has delivered harassment training and lectures to over 2,000 organizations, supporting them regardless of industry or size. The association not only conducts seminars but also offers individualized training and support to tailor strategies to specific organizational needs.

For more information about the association and its outreach, please visit: