by Dr Rahim Said
In Japan, where service standards are the stuff of legend, a seismic shift is taking place. On July 9, Takashimaya, a leading department store, declared its stance against customer harassment or “kasutama harasumento” or “kasuhara” in the shortened form.
This followed guidelines set by All Nippon Airways (ANA) and Japan Airlines (JAL) to protect their staff from abuse, defining “kasuhara” as actions by customers that harm the work environment.
With the ruling Liberal Democratic Party proposing a new law and Tokyo’s prefectural assembly likely to pass an ordinance against the scourge, Japan is reevaluating the long-held belief that “the customer is always right.”
Japan’s service sector, which employs 70 per cent of the workforce, is seeing a rise in customer harassment, ranging from verbal insults to physical altercations. This harassment has led to severe mental health issues and, tragically, even suicides, as in the case of a 26-year-old employee of 551 Horai in Osaka who ended his life after relentless customer abuse.
Malaysia, with its burgeoning service sector, should take note. The hospitality and retail industries here are the backbone of our economy, yet our service workers often endure abuse with little recourse. It’s high time we follow Japan’s example in safeguarding our own.
Why This Matters
First, the well-being of our service workers directly impacts the quality of service provided. Employees subjected to abuse cannot perform at their best, leading to a decline in service standards and customer satisfaction. More importantly, the mental health of these workers is at stake. Prolonged exposure to harassment can lead to severe psychological issues, impacting not only the individuals but their families and communities.
Steps Malaysia Should Take
1. Establish Clear Guidelines: Just as Japan Airlines and All Nippon Airways have done, Malaysian companies should define what constitutes customer harassment. This helps employees know their rights and gives them the confidence to stand up against abuse.
2. Legislative Action: The Malaysian government should introduce laws that protect service workers from harassment. While penalties for offenders might be contentious, clear guidelines and legal frameworks can serve as deterrents.
3. Anonymous Service: Following the example of Lawson and FamilyMart in Japan, Malaysian companies could allow employees to use first names or pseudonyms on name badges. This simple step can prevent doxxing and protect the privacy of workers.
4. Support Systems: Companies should establish robust support systems for employees facing harassment. This includes mental health support, counseling services, and clear reporting mechanisms.
5. Public Awareness Campaigns: Educating the public about the harmful effects of customer harassment is crucial. Campaigns can help shift the cultural mindset from viewing the customer as always right to recognising the humanity of service workers.
The Road Ahead
Adopting these measures will not be without challenges. There might be resistance from businesses wary of upsetting customers, and enforcing new laws could be complex. However, the long-term benefits far outweigh these hurdles.
A workforce that feels protected and valued is more likely to perform well, leading to higher customer satisfaction and a more robust service sector.
Japan’s steps towards protecting its service workers should serve as a wake-up call for Malaysia. By taking similar actions, we can ensure that our service industry not only thrives but does so on a foundation of respect and dignity for those who keep it running.
The phrase “the customer is always right” needs to evolve to “the customer is always respectful” – because in the end, service is a two-way street.
Dr. Rahim Said is a human behaviourist and regular contributor on digital media platforms. He is a professional management consultant, a corporate trainer and an executive coach specialising in coaching of senior executives and individual entrepreneurs with the purpose of modifying their behaviour in the pursuit of their cherished missions. (The views expressed by our columnist are entirely his own)