Question from a reader:
I heard that Capcom has announced a policy regarding customer harassment. They stated that they would take legal action against malicious acts, but is there a possibility that other game manufacturers and companies will respond similarly? I’m worried.

Considering the Impact of Capcom’s Customer Harassment Measures and Future Corporate Movements

Recently, Capcom announced a policy regarding customer harassment,
clearly stating that they would take legal action against malicious acts. Following this news, many voices are expressing concern about whether other game manufacturers and companies will take similar actions. In this article, I would like to explore this issue from both a legal perspective and a psychological analysis.

What is Customer Harassment?

Customer harassment, abbreviated as “Casu Hara,” refers to excessive demands, abusive language, and even threatening behavior directed by customers towards companies and their employees. Particularly in customer service settings, customers can become emotionally charged, and it is not uncommon for them to make unreasonable demands. This not only negatively impacts mental health but can also damage the company’s image. I personally encountered such moments while working part-time at a judicial scrivener’s office. For instance, when a client did not get the results they expected, they would sometimes vent their emotional anger towards me or my supervisor. No matter how unreasonable it was, we had to remain calm with the customers, and I still remember how stressful that was.

Legal Perspective on Responding to Customer Harassment

It is very important for companies, like Capcom, to demonstrate a stance of taking legal action against customer harassment. Legally speaking, if a customer’s actions exceed what is socially acceptable, the company has the right to suppress those actions. For example, if a customer’s behavior constitutes crimes such as defamation, intimidation, or extortion, the company can report it to the police. Additionally, it is possible to file a civil lawsuit for business interference. What is crucial here is that a company’s proactive measures to protect its rights can influence the overall societal trend. From my experience, taking legal action does indeed create a certain deterrent effect. In the past, when we issued a warning to a customer who had verbally abused us, their subsequent behavior changed significantly. Ultimately, showing a strict stance can enhance the company’s credibility.

Impact on Other Companies and Future Outlook

So, how will Capcom’s policy affect other game manufacturers and companies? The first expectation is that other companies will accelerate the adoption of similar policies. Especially for companies with business models that heavily rely on customer support, this will be a good opportunity to reassess their relationships with customers. For instance, in industries outside of gaming, such as retail and food service, where there are many direct interactions with customers, it is expected that more companies will implement specific measures against customer harassment. Recently, the notion that “the customer is always right” is being reconsidered, and companies are beginning to assert their own rights. However, it is important to note that strict responses do not solve all problems. While legal measures are one solution, it is also essential to value communication with customers and make efforts to build trust. During my time working in customer support, I found that not only absorbing anger but also listening carefully to customers often led to resolving issues.

Psychological Perspective on Customer Behavior

The background of customer harassment is significantly related to the psychological state of the customers. Stress, frustration, and low self-esteem can lead to unreasonable demands. Additionally, in anonymous online environments, there is a reality that people feel less accountable for their actions, leading to increased excessive demands. This is where a psychological approach becomes important. For example, customer service representatives can find solutions to problems by understanding customers’ emotions and showing empathy. Capcom’s policy should reflect this by bridging the gap with customers while maintaining a firm stance against malicious behavior.

Conclusion

Capcom’s measures against customer harassment are expected to have a significant impact on future corporate responses. From a legal standpoint, it is necessary for companies to assert their rights, and as a result, healthier relationships with customers can be anticipated. However, strict responses alone are insufficient, and efforts to build trust with customers are also necessary. By incorporating psychological perspectives, companies can achieve better customer support and reduce customer harassment. The balance that companies should maintain will undoubtedly be key in the future.