• Help
• User Guide>
• About customer harassment
• Basic policy of Sound House

Sound House’s Basic Policy on Customer Harassment

Background and purpose of announcing our basic policy

Sound House (hereafter referred to as "our company"), aims to provide excellent products and top-quality services to music lovers, and we aim to bring passion and joy to everyone with a "smile" under the slogan of “Energize Japan with Music!” In order to sustainably provide these services, it is essential that we stick to a customer-first approach and that the employees who support these services are proud and active while maintaining their dignity.

We are grateful for the warm encouragement and valuable opinions, as well as candid and sometimes even harsh comments regarding our products and services that we receive from our customers on a daily basis. Unfortunately, there have been a few instances in which our employees' words could be misconstrued as slander or extremely demanding. We believe that it is essential to protect our employees from such behavior in order to sustainably provide our services, and have therefore made our "Basic Policy on Customer Harassment" available to the public. Through this initiative, we aim to continue to provide better service to more customers in the future.

Conduct Considered to be Customer Harassment

In reference to the Corporate Manual on Customer Harassment Prevention published by the Ministry of Health, Labor and Welfare of Japan, we define customer harassment as “the harming of an employee's work environment through unreasonable demands from customers or others, or by inappropriate words or actions (verbal abuse, assault, threats, etc.) that are socially unacceptable”.

The Corporate Manual on Customer Harassment Prevention

https://www.mhlw.go.jp/content/11900000/000915233.pdf

Whether or not a customer's words or actions constitute customer harassment will be judged from the following two points: (1) whether the content of the request can be verified, and (2) whether the means and manner of achieving the request are considered to be socially accepted.
Examples of customer harassment include, but are not limited to:
 

• Violence and abusive language

  • Intimidation, threats, and intimidating behavior

  • Insulting remarks or letters

  • Statements or documents that deny character

  • violent behavior

• Excessive or unreasonable demands

  • Requests to provide services that are excessive and socially unacceptable

  • Requests for refunds or guarantees beyond the scope of the agreement

  • Requests for exchange of goods without reasonable cause, monetary guarantees, or provision of services not provided

  • Demand for apology without reasonable cause

  • Request for apology from our staff

  • Visits to our office without permission or appointment

  • In-person correspondence request

• Continuous and persistent language and behavior

  • Excessive repetition of the same requests and inquiries

  • Put words in someone’s mouth when a request is not met

  • Changing one’s original story and fault finding without reason

• Restrictive language and behavior

  • Long-time detention without reasonable cause, detention outside of work hours (response request)

  • Calls to places without reasonable cause

• Other harassing behavior

  • Invasion of privacy of our staff

  • Sharing information or spreading slanderous or false information on social networking sites or the Internet

  • Unilateral and excessive communication to our official SNS

  • Any conduct that we deem constitutes customer harassment
    
     

• Training on knowledge of customer harassment will be provided and how to handle it.
• Establish a system for responding to customer harassment when it occurs.
• We will make every effort to make our employees who are victims of customer harassment  a top priority.
• Collaborate with outside specialists (e.g., industrial physicians) to implement more appropriate responses.

Was this information helpful?

• YES
• NO