The Transportation Bureau strives to respond carefully to requests and opinions from customers, as this will lead to higher quality business operations.
However, there have been cases of customer harassment, such as excessive demands and abusive language at counters, over the phone, and on buses.
We have developed customer harassment guidelines for Ube City Bus employees so that employees can respond sincerely to legitimate requests while taking a firm stance against excessive demands.
Ube City Bus Employee Customer Harassment Response Guidelines
The definition of customer harassment in the Transportation Bureau
This refers to complaints, requests, and opinions from customers that are not justified in terms of the content of the requests, or that the means or manner of fulfilling the requests are socially inappropriate, thereby disrupting the working environment and business execution of employees.
In particular,
1. Repeating the same complaints and requests, etc. (repetition and time constraints)
2. "Abusive language, intimidation, threats, slander, and insults" through threatening words and actions
3. Nitpicking and attacking someone's words
4. "Authoritative" type: Taking advantage of a dominant position
Other offences include photographing staff and recording conversations without permission.
Dealing with customer harassment at the Transportation Bureau
If we determine there is a risk of customer harassment, we will tell the customer "we can't deal with this any more" and end the conversation. If necessary, we will inform the customer that we will be recording the conversation and if the conversation continues, we will ask the customer to leave.
Countermeasures against customer harassment at transportation bureaus
1. Publicizing and raising awareness of the basic policy
2. Cooperation with professional institutions such as lawyers
3. Implementation of staff training, establishment of consultation desk, etc.
This kind of behavior is not allowed! No! Customer Harassment
