Customer Harassment Response Guidelines

Introduction

GO RIDE is a digital creative agency composed of marketers, designers, creators, and engineers operating in both Japan and Los Angeles.

We are always by our clients' side. Our goal is not just to offer temporary solutions, but to solve challenges from a medium- to long-term perspective and build long-lasting partnerships that contribute to our clients' success.

To continue providing high-quality products and services while protecting the mental and physical health of our employees, we have established guidelines for addressing customer harassment at GO RIDE. These guidelines reflect our commitment to maintaining trust and cooperation with all of you.


Purpose

At GO RIDE, mutual trust and cooperation between us and our customers are essential for a positive working relationship. We believe that by fostering this collaboration, the quality of our services will improve, leading to greater customer satisfaction and problem-solving.

Our "Customer Harassment Guidelines" are designed to communicate what we, as GO RIDE, want you, our users, to know and what we ask of you to ensure the continuous delivery of high-quality products and services while safeguarding our employees' well-being.

Targeted Behaviors

Customer harassment is a form of misconduct mentioned in the "Work Style Reform Action Plan" (March 28, 2017, by the Work Style Reform Realization Conference). The report, based on discussions held between May and October 2017, addresses the issue of harassment prevention in the workplace and refers to "significant disruptive actions" such as violence and malicious complaints from customers and business partners.

While the report does not provide a specific definition of customer harassment, it generally refers to actions such as violence or malicious complaints. Based on this, we at GO RIDE define the following behaviors as customer harassment:

Note: The following examples are not exhaustive and are meant for illustration only.

Violence or Verbal Abuse by Customers

  • Physical violence against individuals
  • Threats or intimidation
  • Denial of an individual's character or dignity
  • Insulting remarks

Excessive or Unreasonable Demands from Customers

  • Demands for apologies without rational justification
  • Requests for internal actions such as firing employees or other disciplinary measures
  • Requests for services beyond reasonable social norms

Unreasonable Time or Location Constraints Imposed by Customers

  • Unjustified long periods of time demanding attention or interaction
  • Calls for meetings at locations other than the business premises without reasonable cause
Other Forms of Harassment by Customers
  • Invasion of privacy
  • Sexual harassment
  • Other forms of harassment, including various types of mistreatment
 

Response to Customer Harassment

Internal Response

  • We will implement measures to ensure that all employees acquire knowledge about customer harassment and learn how to handle such situations.
  • A consultation service will be established to support employees dealing with customer harassment.
  • The well-being of employees who have experienced customer harassment will be prioritized.
  • We will establish a response system to handle incidents of customer harassment.
  • We will collaborate with external specialists to ensure more appropriate responses.

    External Response

    • We will strive to rebuild better relationships with customers.
    • We will insist on rational and reasoned discussions without giving in to customer harassment.
    • If a customer engages in malicious harassment, we may unfortunately have to refuse or suspend our business relationship with them.

      Request to Our Customers

      As stated in the purpose, GO RIDE aims to build excellent relationships with our users through the services we provide, addressing their challenges and contributing to a positive and productive working environment.

      To that end, we ask our customers to adhere to the following:

      • Do not engage in or support any form of harassment.
      • Treat others with respect.
      • Comply with all applicable laws and regulations.

        We are grateful that many of our customers already follow these guidelines. By adhering to these principles, we at GO RIDE can build even better relationships with you, provide high-quality products and services, and continue working towards solving your challenges. We appreciate your continued cooperation.

        * Note: In the creation of this policy, we referred to "Customer Harassment Policy" by SmartHR, Inc.