Vessel Hotels has established the following guidelines for dealing with customer harassment.
Vessel Hotel Development Co., Ltd. has the vision of "loving you, your family, and the city," and aims to be a company that will be close to our customers' lives and be a partner with them throughout their lives.
In order to realize our vision, we believe it is essential to create an environment where each employee can work with peace of mind, without their dignity being violated.We have now established a code of conduct for dealing with customer harassment so that our employees can provide our customers with a smile, the best hospitality, and an inspiring experience.
April 1, 2024
Vessel Hotel Development Co., Ltd.
Purpose of taking measures against customer harassment
We believe that creating a workplace environment where our employees are healthy both physically and mentally and can work with peace of mind will lead to providing our customers with services that satisfy them more, and our goal is to build better relationships with our customers.
Definition of Customer Harassment
The law primarily targets "complaints and behavior from customers, etc., when, in light of the validity of the content of the demands made in the complaint or behavior, the means or manner of realizing the demands is inappropriate according to social standards, and the working environment of employees is harmed by the means or manner," as stated 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, Labor and Welfare.
https://www.mhlw.go.jp/content/11900000/000915233.pdf
However, the target is not limited to the following acts:
1. Examples of cases where the content of a customer's request is inappropriate
(1) When no defects or negligence are 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 means and methods for realizing requests that are inappropriate according to social standards
(1) Requests that are likely to be deemed inappropriate regardless of their validity
1) Physical attacks (assault and injury)
② Mental attacks (threats, slander, libel, insults, verbal abuse)
3. Intimidating behavior
④Demanding dogeza
⑤Continuous (repeated) persistent (persistent) behavior
⑥ Restrictive behavior (refusing to leave, staying put)
⑦Discriminatory speech and behavior
8. Sexual remarks and behavior
9. Attacks or demands against individual employees
(2) Requests that may be deemed inappropriate in light of the appropriateness of the request.
① Request for product exchange
② Demands for monetary compensation or unreasonable apologies
3. Other nuisance behavior by customers
Defamatory and libelous behavior on social media or the internet
Dealing with Customer Harassment
When engaging in behavior that constitutes customer harassment, we seek to build a relationship through rational discussion. However, if the behavior is deemed malicious or if discussion is not possible, we may refuse to provide accommodation or meals or drinks to our guests. In addition, when trouble occurs with customers, we may seek the advice of experts such as the police or lawyers and take appropriate action.
Request to customers
Most customers are already complying with the above points, and we will continue to work hard to build even better relationships with our customers. However, in the unlikely event that any behavior that constitutes customer harassment is confirmed, we will respond in accordance with this code of conduct. We appreciate your understanding and cooperation.
