{"id":2949,"date":"2025-08-26T11:29:02","date_gmt":"2025-08-26T02:29:02","guid":{"rendered":"https:\/\/tenga-group.com\/en\/?p=2949"},"modified":"2025-08-27T15:04:06","modified_gmt":"2025-08-27T06:04:06","slug":"a-request-to-our-customers-to-help-improve-communication","status":"publish","type":"post","link":"https:\/\/tenga-group.com\/en\/news\/2949\/","title":{"rendered":"[Important Announcement] Our Policy on Customer Harassment"},"content":{"rendered":"

A Request to Our Customers to Help Improve Communication<\/strong>
\nTENGA Co., Ltd.<\/strong><\/p>\n

 <\/p>\n

\u30fc\u3000Introduction<\/strong><\/span><\/p>\n

 <\/p>\n

TENGA Co., Ltd. (hereinafter referred to as “the Company”) strives to ensure that our customers can use our products with peace of mind and to foster easier communication.<\/p>\n

 <\/p>\n

We listen sincerely to each and every customer and make daily efforts to provide better products and services. However, excessive demands and unreasonable behavior by some customers can become a mental and physical burden on our employees and may hinder the smooth execution of our business operations.<\/p>\n

 <\/p>\n

Therefore, we ask for your understanding and cooperation on the following points so that customers and employees can communicate with respect and positivity.<\/p>\n

 <\/p>\n

\u30fc\u30001. What is Customer Harassment?<\/strong><\/span><\/p>\n

 <\/p>\n

What we consider “Customer Harassment” to be is based on the “Company Manual for Countermeasures Against Customer Harassment”, published by Japan\u2019s Ministry of Health, Labour and Welfare, as follows:<\/p>\n

“Complaints and statements made by Customers, etc. (*1) to the Company’s employees, where the means or manner of achieving the demands contained in said complaints or statements are, in light of the validity of the demands, deemed socially inappropriate, and as a result, harm the working environment of the company’s employees (*2).”<\/p>\n

 <\/p>\n

*1: “Customers, etc.” is a general term that includes not only those who have purchased our products, but also those who are considering purchasing them, those who participate in events sponsored or supported by the Company, and those who contact us through inquiries or social media.<\/span><\/p>\n

 <\/p>\n

*2: This refers to causing physical or mental distress through words or actions that damage or deny the humanity or dignity of employees, worsening the work environment, and causing significant disruption to the employee’s performance of the Company’s duties. This also includes actions taken outside of the employee’s working hours if they affect the employee’s ability to perform their duties.<\/span><\/p>\n

 <\/p>\n

\u30fc\u30002. Specific Examples of Behavior<\/strong><\/span><\/p>\n

 <\/p>\n

The following acts may constitute customer harassment:<\/p>\n

 <\/p>\n

\u25a0 Verbal Abuse and Threatening Behavior:<\/strong> Criticizing employees with a loud voice or abusive language, making demeaning or insulting remarks, intimidation (e.g., making threats about destruction of property, death threats or threats of bodily harm, threatening to post about the matter to social media, etc.).<\/span><\/p>\n

 <\/p>\n

\u25a0 Intimidating Attitude:<\/strong> Using a menacing attitude against staff, making excessive demands for special treatment, etc.<\/span><\/p>\n

 <\/p>\n

\u25a0 Excessive Criticism of Wording and Phrasing:<\/strong> Repeating the same questions or requests and then blaming the employee when they make mistakes in their responses, nitpicking wording or phrasing, persistent criticism, etc.<\/span><\/p>\n

 <\/p>\n

\u25a0 Unreasonable Demands:<\/strong><\/p>\n

\u30fbAttempting to force a product return or exchange without reasonable cause.<\/span><\/p>\n

\u30fbExcessive demands for goods and services or financial compensation.<\/span><\/p>\n

\u30fbDemanding service that would be difficult or impractical to provide.<\/span><\/p>\n

\u30fbDemands that exceed the scope of the Company’s business, etc.<\/span><\/p>\n

 <\/p>\n

\u25a0 Posting on Social Media and the Internet, Slander:<\/strong> Posts that involve the disclosure of employees’ names, dissemination of information that is not based on facts, or posts that defame the Company or its employees.<\/span><\/p>\n

 <\/p>\n

\u25a0 Sexual Harassment:<\/strong><\/p>\n

\u30fbSexual jokes or teasing, obscene words or actions.<\/span><\/p>\n

\u30fbSexual questions or remarks that go beyond what is necessary for the customer to understand the product or consider purchasing it.<\/span><\/p>\n

\u30fbUnnecessary physical contact.<\/span><\/p>\n

 <\/p>\n

\u25a0 Other Socially Unacceptable Behavior:<\/strong> Prolonged restrictive behavior against employees, refusing to leave the premises when requested, discriminatory remarks, etc.<\/span><\/p>\n

 <\/p>\n

\u25a0 Repetition of Questions or Assertions:<\/strong> Repeated questions or complaints via phone calls or store visits, repeating the same question or assertion (after an explanation has been provided by the Company), acts that obstruct business operations, etc.<\/span><\/p>\n

 <\/p>\n

\u30fc\u30003. Our Response<\/strong><\/span><\/p>\n

 <\/p>\n

In order to maintain a safe and secure working environment for our employees, we may take the following measures:<\/span><\/p>\n

 <\/p>\n

\u25a0 If we determine that a customer’s words or actions constitute any of the behaviors mentioned above, we may issue a warning or caution.<\/span><\/p>\n

\u25a0 If there is no improvement in behavior, or if the behavior is considered to be malicious, we may refuse to provide products or services.<\/span><\/p>\n

\u25a0 If we determine that we are unable to provide service by phone, via email, or in person due to such behavior, we may terminate the call, cease email correspondence, or ask you to leave the store.<\/span><\/p>\n

\u25a0 In the event of malicious acts, we may take legal action or other strict measures after consulting with the police, legal counsel, etc.<\/span><\/p>\n

 <\/p>\n

\u30fc\u30004. A Request to Our Customers<\/strong><\/span><\/p>\n

 <\/p>\n

We will make every effort to ensure customer satisfaction. We ask our customers to also respect the humanity and dignity of our employees and to cooperate in calm and rational communication. As a Japanese company, all our policies and guidelines are based on Japanese labor laws, therefore all customer-facing policies follow these conventions.<\/span><\/p>\n

 <\/p>\n

Thank you for your understanding and cooperation.<\/span><\/p>\n

 <\/p>\n

August 26th, 2025<\/span><\/p>\n

TENGA Co., Ltd.<\/b><\/p>\n","protected":false},"excerpt":{"rendered":"

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