Tokyo Takes a Stand Against Customer Abuse with New Ordinance

Japan is renowned for its exceptional levels of customer service, yet the behavior of an increasing number of customers is raising concerns. In response, Tokyo has introduced the country's first ordinance aimed at protecting service industry employees from kasuhara, the term for "customer harassment".

New Ordinance to Combat Customer Harassment

The ordinance, effective in April, aims to raise awareness about this growing social issue, even though it does not impose penalties. Experts believe it will encourage people to reconsider their treatment of service staff.

Rising Incidents of Customer Abuse

A recent union survey revealed that nearly 50% of service sector workers in Japan, which employs 75% of the workforce, have experienced customer meltdowns. These incidents range from verbal abuse to violence. One shocking case involved a supermarket employee who was asked by a customer to prostrate himself after a complaint about spoiled tofu.

Broader Impact on Public Servants

Customer rage is not limited to retail; even local government offices are witnessing such behavior. One female employee recounted being told by an elderly resident to drop dead. This indicates a troubling trend where individuals feel entitled to express their frustrations without regard for the humanity of the staff.

Future Considerations

The labor ministry is contemplating stricter laws to address kasuhara across various sectors, including public transport and restaurants. The ordinance received approval from the Tokyo metropolitan assembly after pressure from unions and industry representatives, who warned of the expanding problem.

Measures by Businesses

In light of this issue, some businesses are taking proactive measures. For instance, a Tokyo department store plans to ban troublesome customers and involve the police when necessary. Other companies, like Nintendo, are refusing to engage with abusive individuals. The ordinance emphasizes that customer harassment is unacceptable while acknowledging the importance of legitimate feedback.

The Root of the Problem

Hiromi Ikeuchi, a sociology professor, attributes the rise of kasuhara to a shift in the power dynamic between businesses and consumers, where customers increasingly expect to be treated like gods. This consumer-oriented culture has led to unrealistic expectations of staff.

Kasuhara is part of a broader issue in Japan that includes other forms of harassment such as matahara (maternity harassment) and pawahara (power harassment).