Question from a reader:
In restaurants and convenience stores, there are times when customers yell, “I can’t understand what you’re saying, this is unpleasant, you’re fired!! Bring the manager!!” Is this considered customer harassment? I’m also curious if this can lead to police involvement.

Customer Harassment and Troubles in Restaurants: A Legal Perspective

Recently, I’ve been hearing more about the increase
in troubles at restaurants and convenience stores. It’s not uncommon for news to cover scenes where customers are yelling. The words “I can’t understand what you’re saying. This is unpleasant. You’re fired!! Bring the manager!!” are a clear example of customer harassment (also known as “kasuhara”). So, I want to consider whether such actions truly qualify as customer harassment and if they can sometimes escalate to police involvement.

What is Customer Harassment?

First, let’s clarify the meaning of the term “kasuhara.” Customer harassment refers to inappropriate attitudes or behaviors directed at employees by customers, based on dissatisfaction with products or services. This behavior is characterized by a clear intent to attack the other party, which distinguishes it from mere complaints. For example, I’ve experienced this myself while working part-time. One day, when taking an order, a customer yelled, “I can’t wait for that!” At that moment, I was honestly shaken. We were desperate to manage the situation without even having the chance to explain.

Conditions for Customer Harassment

So, do yelling incidents in restaurants or convenience stores qualify as customer harassment? Generally, the following conditions are often met for behavior to be considered customer harassment: 1. Inappropriate behavior: When a customer uses aggressive language or exhibits violent behavior towards employees. 2. Disruption of employee duties: When a customer’s actions interfere with the work of other customers or employees. 3. Repetitiveness: When similar actions are repeated, not just a one-time occurrence. For specific examples, intimidating behavior through yelling or deliberately causing a disturbance by being loud can clearly be seen as customer harassment. Moreover, in some cases, this may involve abusive language or violence, which makes the situation even more serious.

Possibility of Police Involvement

Next, I want to consider the potential for customer harassment to escalate to police involvement. Generally, customer harassment is rarely treated as a criminal matter, but if it involves violence or threats, there may be grounds for calling the police. For instance, if a customer in a restaurant says to an employee, “I will kill you!” this is clearly a threat. In such a case, the employee can call the police to ensure their safety, and the customer could potentially be arrested. In fact, I have seen cases at the judicial scrivener office where I worked, where customer harassment from clients became a problem. One client verbally abused the assigned scrivener, leading to a situation where we had no choice but to call the police. Such cases are not uncommon.

How to Respond

So, if you encounter customer harassment in a restaurant or convenience store, how should you respond? This is also a very important point. Here are some suggested responses: 1. Stay calm: It’s crucial to respond to the other party calmly. Becoming emotional can worsen the situation. 2. Keep a record: If possible, documenting the harassment can be effective. It may serve as evidence later. 3. Report to a supervisor: If the situation is serious, it’s advisable to report it immediately to a supervisor or manager. They often know the appropriate ways to handle such situations. 4. Call the police: If the other party exhibits violent behavior or makes threatening statements, you should consider calling the police immediately. I have faced various troubles in the past, but I believe that maintaining calm and responding appropriately is the first step toward resolution.

Conclusion

Customer harassment is one of the unavoidable issues in modern service industries. Troubles in restaurants and convenience stores are emotional in nature, making them an important theme from a legal perspective as well. Understanding whether yelling qualifies as customer harassment and the potential for police involvement can help create a better service environment. By knowing how to respond calmly and appropriately, you can protect yourself. I hope to deepen my understanding of customer harassment and fulfill my responsibilities as someone working in the service industry.