Service industry takes stand against customer abuse in “polite” Japan

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The Japanese are often said to be well-regarded for their etiquette and social graces. But if this is especially true for those working in Japan's service

File photo shows a poster informing JR West employees of measures against customer harassment. The Japanese are often said to be well-regarded for their etiquette and social graces.

Nihonbashi store in Tokyo, welcomed the announcement, saying, “It is difficult to draw a line for harassment because of the customer justifications that may be pointed out, but these guidelines will serve as a yardstick.” In September, Seven-Eleven Japan Co., the largest convenience store chain in Japan, decided to release to the public its internal customer harassment guidelines adopted in 2022. The company gave examples of abusive conduct, stating it would take “firm action” against it.

“Moving forward, companies will be socially unacceptable if they have a don’t-rock-the-boat attitude and show preference to customers with unreasonable demands over their own employees,” he said. “Employees and consumers must first recognize and have a shared understanding of what it is,” she said.

 

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