#Japan #Kanazawa #Customer Harassment #Crasco Group #Staff Safety

Crasco Group's Commitment to Employee and Customer Satisfaction

Crasco Holdings, based in Kanazawa, Ishikawa Prefecture, has recently unveiled a new policy aimed at addressing customer harassment across its entire operational framework. This strategic initiative is designed to protect staff from severe harassment incidents that occur in the service delivery space. The company is committed to ensuring a warm and genuine hospitality experience for its customers, producing a welcoming environment where employees can thrive.

Understanding Customer Feedback vs. Customer Harassment

Since its inception in 1963, the Crasco Group has been dedicated to supporting local communities through its real estate operations. The company's mission not only encompasses providing services but also involves enhancing the quality of customers' lives by delivering valuable experiences. Yet, some troubling occurrences have emerged, including instances where staff have been subjected to long phone calls filled with shouting or faced unjust complaints on social media. Such experiences place tremendous strain on employees and hinder the delivery of high-quality services, which is an issue affecting society at large.

Crasco Group recognizes the critical distinction between constructive customer feedback and unreasonable demands from customers. While the organization values and encourages client input, it's essential to draw a line at behaviors that infringe on the dignity and safety of staff. Harassment, defamation, and unreasonable demands must be addressed to ensure that all customers receive fair and conscientious service.

Crasco's Basic Principles Against Customer Harassment

To achieve both the safety of its staff and the continued provision of quality services to its customers, Crasco Group has formalized its stance against customer harassment. This policy is developed based on guidelines from the Ministry of Health, Labour and Welfare in Japan, outlining behaviors that constitute harassment and the corresponding rules for response within the organization.

Examples of Customer Harassment Include:

• - Unreasonable long wait demands or refusal to leave
• - Personal attacks or defamation of employees
• - Baseless claims and threats via social media
• - Coercing apologies or other undue requests

As a part of their commitment to delivering trusted services, Crasco encourages authentic feedback and actively seeks to improve. However, it has made it clear that it will not tolerate actions that jeopardize the dignity and safety of its staff. In severe cases, the company is prepared to collaborate with law enforcement and legal professionals to handle these matters decisively.

Leadership Perspective

Shuhei Shimizu, Executive Director of Crasco Holdings, passionately elucidates, “Services are delivered by people, and when those individuals are harmed, the quality inevitably declines.” Maintaining the safety of service providers is crucial to elevating customer satisfaction. The company prioritizes building trust over merely handling complaints, and this policy is not a defensive measure but one aimed at progressive growth. Crasco seeks to foster relationships with clients that leave both parties feeling satisfied with their experience.

A Vision for a Brighter Future

Crasco Group firmly believes that staff comfort and pride directly lead to better service delivery for customers. The newly introduced policy concerning customer harassment is a significant step toward fostering a culture that values and protects all individuals involved in its services. The company is grateful for constructive customer feedback and aims to continue partnering with the community to enhance services collaboratively.

Thus, any extreme demands or inappropriate behavior will be dealt with in accordance with the newly established policy, ensuring a healthier environment for all. Through this effort, Crasco seeks to embody the vision of “GO FUN – increasing the number of people who enjoy life and are fans worldwide,” with a focus on creating a vibrant workplace where staff can operate effectively and deliver high-quality services.

Conclusion

A supportive environment for employees culminates in swift, courteous, and sincere responses, thereby establishing a trusted relationship with property owners, users, and business partners.

For additional details regarding the Customer Harassment Policy, please visit: Crasco Group Customer Harassment Policy