The vision of the Chiba Public School Mutual Aid Association Lodging Facility (Hotel Port Plaza Chiba) is to be "a welfare facility for members, and also a comfortable and convenient facility for all customers."
In order to realize our vision, we believe it is essential to create an environment where each and every staff member can work with peace of mind, without their dignity being violated. We have now established a code of conduct for dealing with customer harassment in our lodging facilities, so that staff at our lodging facilities can provide customers with a smile and safe, secure, reliable, and considerate service for each individual.
Purpose of taking measures against customer harassment
We believe that creating a work environment where lodging facility staff can be healthy in mind and body and work with peace of mind will lead to providing customers with more satisfying services, and our goal is to build better relationships with our customers.
Definition of Customer Harassment
The main target of this law is "complaints and behavior from customers, etc., which, in light of the appropriateness of the content of the complaint or behavior's request, the means or manner of realizing the request is socially inappropriate and which harms the working environment of employees," as described in the "Corporate Manual for Countermeasures against Customer Harassment" published by the Ministry of Health, Labor and Welfare.
Examples of targeted acts
This is in accordance with the "Corporate Manual for Countermeasures against Customer Harassment" published by the Ministry of Health, Labour and Welfare.
https://www.mhlw.go.jp/content/11900000/000915233.pdf
Please note that this does not include, but is not limited to, the following acts:
1. Examples of cases where the content of a customer's request is inappropriate
(1) If no defect or negligence is found in our products or services
(2) If the content of the request is not related to the content of our products or services
2. Examples of methods and methods for achieving requests that are socially inappropriate
(1) Requests that are likely to be deemed inappropriate regardless of their validity
- Physical attack (assault/injury)
- Psychological attacks (threats, slander, libel, insults, verbal abuse)
- Intimidating behavior
- Request for prostration
- Continual (repeated) persistent behavior
- Restrictive behavior (refusing to leave, staying put)
- Discriminatory behavior
- Sexual behavior
- Attacks or demands made against individual employees
(2) Requests that may be deemed inappropriate in light of the appropriateness of the content of the request
- Request for exchange of goods
- Demands for monetary compensation ・Demands for an apology without reasonable justification
3. Any other nuisance caused by the customer
Defamatory and libelous behavior on social media and the internet
Dealing with Customer Harassment
When an act falls under customer harassment, we ask that you build a relationship through rational discussion. However, if the act is deemed malicious or if we are unable to discuss the matter, we may refuse to provide accommodation or meals. In addition, when we have a dispute with a customer, we may seek the advice of experts such as the police or lawyers and take appropriate action.
Request to customers
In the event of any of the above actions or words being engaged in, the accommodation will seek rational negotiations to reach a reasonable resolution; however, in severe cases or if the accommodation determines that the guest is unable to negotiate, it will take firm action to protect its employees and, if necessary, may cease providing guest rooms, banquet halls, food, services, or customer care, and may refuse future use of the property.
Furthermore, if we determine that the behavior is extremely malicious or a criminal act, we will work with the police, lawyers, and other appropriate external agencies to respond rigorously, including taking legal action.
This basic policy outlines our current approach, and the accommodation facility will continue to make improvements to ensure that it continues to take the best possible approach.
We will continue to do our best to provide you with the best service possible, so we appreciate your continued patronage.
November 2024, 11
Chiba Public School Mutual Aid Association Accommodation