Customer Harassment Insights
2025-06-26 11:44:20

Understanding Customer Harassment: The Boundary of Expectations in Service Roles

In an ever-evolving service industry, customer expectations are shifting in unexpected ways. A significant issue emerging is known as Customer Harassment, or 'Kasu Hara', which extends beyond traditional complaints from aggressive customers. As employees are increasingly expected to perform emotional labor—smiling, engaging, and even tolerating intrusive behavior—new varieties of harassment have emerged that are less visible yet profoundly damaging.

In response to this pressing issue, the Crea Human Resource Development Association (located in Chiyoda, Tokyo) will host a pivotal seminar on June 29, 2025. This event will feature Jun Ono, a specialist in labor management and harassment countermeasures, who has extensive experience in the industry.

The seminar will delve into various topics surrounding these contemporary challenges, providing insight into the pressures service workers face under evolving social expectations.

The Emerging Problems of Customer Harassment
For many in service roles, the pressure to maintain a facade of positivity and approachability is relentless. Examples of this pressure include directives such as:
  • - "You need to smile more while serving."
  • - "Why do you seem unmotivated today?"
  • - "I won't purchase from anyone else but you; bring them here."

These demands highlight an insidious form of harassment that does not involve shouted complaints but rather a coercive expectation of emotional compliance.

According to the Ministry of Health, Labor and Welfare in Japan, reports of customer harassment have risen sharply from various sectors including retail, healthcare, and education. This increase in harassment correlates with higher instances of mental health issues among employees as well as increased turnover rates.

Key Themes of the Seminar
During this seminar, several crucial topics will be explored:
1. Emotional Performance as a Mandatory Requirement: Understanding how workplace expectations can force employees to engage in emotional displays that feel inauthentic or excessive.
2. Examples of 'Disguised Control' in Service: Analyzing situations where customers use familiarity as leverage over service employees, thereby crossing professional boundaries.
3. Social Media Impact and Rating Systems: Discussing the role of social media in amplifying customer demands and the risks employees face if they fail to appease customer expectations.
4. Balancing Customer Satisfaction and Staff Dignity: Exploring how to formally articulate the line between meeting customer needs and respecting employee well-being.

Event Details
  • - Date: June 29, 2025
  • - Time: 12:00 PM - 1:00 PM
  • - Organizer: Crea Human Resource Development Association
  • - Location: Headquarters, Kioicho Honsha Building 6F, Chiyoda, Tokyo.
  • - Speaker: Jun Ono, Special Social Insurance Labor Consultant and certified Employment Clean Planner.

About the Speaker:
Jun Ono is renowned in the industry for his hands-on training regarding workplace harassment. With over 400 seminars backed by comprehensive understanding from the employees' perspective, he emphasizes practical solutions tailored to real-life experiences. As part of his current role, he oversees and instructs the Employment Clean Planner certification, which specializes in harassment prevention and response.

The Employment Clean Planner qualification is particularly important in today's work environment, focusing on preventing and addressing issues related to power harassment, sexual harassment, and customer harassment. With fully online courses available, participants can complete their training across 30 sessions that span about 20 hours of video lectures. To date, there have been over 650 graduates who are actively contributing to various sectors including businesses, local governments, and educational institutions.

Media Inquiries:
For journalists wishing to interview the presenter or seek specialized insights on harassment and labor issues, our office is available for immediate consultations.

For more information, please contact the Crea Human Resource Development Association at the following:


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Topics People & Culture)

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