Customer Harassment Policy
The Institute for International Business Communication (IIBC), a general incorporated foundation is dedicated to promoting "globalization of people and businesses." Our fundamental principle is to contribute to the enhancement of English communication skills and the development of global human resources. We strive daily to respond promptly and meticulously to the needs of our customers.
We take seriously and sincerely consider the feedback and requests we receive, and strive to improve our services. However, we must also address that within some feedback, requests, or behaviors, there are some acts that may constitute customer harassment including socially inappropriate and unreasonable demands or unjust behaviors.
In order to continue providing better services, we have established "Customer Harassment Policy" based on the belief that safeguarding the mental and physical health of our employees and employees of our constructors (hereinafter referred to as "the Employees") and ensuring safe working environments for the Employees are essential.
Based on this fundamental policy, we will organize and implement the maintenance of manuals, education, and training for the employees to acquire knowledge and handling methods regarding customer harassment. Additionally, we will systematically react against those socially inappropriate behaviors with a resolute attitude, including legal actions, when necessary.
Conducts that constitute Customer Harassment
Customer harassment is defined as any demand or behavior by customers or third parties (including but not limited to business partners) towards the Employees, where the contents of the demand lack validity or even when valid, the means or methods to fulfill the demand are socially inappropriate, causing harm to the working environments of the Employees.
Examples of acts that constitute customer harassment are as follows.
The following examples are based on, but not limited to, the “Corporate Manual on Customer Harassment Prevention” published by the Ministry of Health, Labor and Welfare of Japan.
- Assault, bodily injury
- Threats, defamation, slander, insults, abusive language, intimidating behavior
- Discriminatory or sexual behavior
- Restrictive actions (prolonged detention, refusal to leave, squatting, confinement, etc.)
- Persistent or obsessive behavior (repeated phone calls, emails)
- Personal attacks or demands towards the Employees.
- Excessive demands for apologies (requests for kneeling, etc.)
- Socially excessive or unreasonable demands for services (unjustified requests for re-examination, demands for goods or financial compensation, etc.)
- Defamation and posting of personal information of the Employees (public exposure of names, photos, audio, video, etc.) on social media, the internet, etc.
Response to Customer Harassment
If we determine that there has been a behavior constituting customer harassment, we will respond decisively as IIBC. In some cases, we may refuse to provide services or customer support when in necessary. Furthermore, if the behavior is deemed heinous, we will collaborate with the police, lawyers to handle the behavior rigorously, including legal actions.
