JR West Customer Relations, a subsidiary of the major Kansai-based railway operator, has announced a new partnership with business communication tool provider LINE WORKS. The collaboration, unveiled on February 24, will deliver a solution package designed to help small and medium-sized enterprises (SMEs) effectively manage and counter “customer harassment,” a growing issue in Japan’s service sector. This strategic move is expected to significantly bolster the business environment and service quality across the Kansai region, including Osaka.
The Growing Concern of “Customer Harassment”
Customer harassment, known as “kasuhara” in Japan, refers to abusive behavior from customers towards employees, including unreasonable demands, verbal abuse, and threats. This issue has become a serious social problem, leading to employee stress, burnout, and high turnover rates, particularly in the retail, hospitality, and transportation industries.
According to a 2020 survey by the Ministry of Health, Labour and Welfare, 19.5% of Japanese companies reported experiencing significant trouble from customer harassment over the previous three years. While large corporations often have dedicated departments to handle such issues, SMEs frequently lack the resources and expertise to protect their staff, leaving them vulnerable. This new initiative directly addresses this gap.
A Powerful Alliance for a Modern Solution
The partnership combines the unique strengths of both companies to offer a comprehensive and accessible solution for businesses in the Kansai area.
Leveraging Railway Expertise and Digital Tools
JR West Customer Relations brings decades of experience in managing a vast range of customer interactions from its railway operations. Their expertise in de-escalation techniques, handling difficult complaints, and establishing clear internal protocols will form the core of the support package.
LINE WORKS, a widely used business-version of the popular messaging app LINE, provides the technological backbone. The platform allows for easy and secure communication among staff, enabling them to quickly share information, document incidents with text, photo, or video evidence, and consult with superiors or the JR West support team. This creates a reliable record of harassment incidents, which is crucial for taking appropriate action.
Impact on Kansai’s Economy and Tourism
This initiative is poised to have a far-reaching positive impact on the Kansai region’s economy and its appeal as a tourist destination.
By providing SMEs with effective tools to protect their employees, the program aims to create a healthier and more stable work environment. This can lead to lower employee turnover and improved morale, which in turn translates to a higher quality of customer service. For tourists visiting Osaka and the surrounding areas, this means a more pleasant and welcoming experience at shops, restaurants, and hotels.
Paving the Way for Expo 2025
With the Osaka-Kansai Expo 2025 on the horizon, the region is preparing to welcome millions of visitors from around the world. Ensuring a high standard of service and hospitality is paramount to the event’s success. This anti-harassment solution can be seen as a foundational step in strengthening the service industry, empowering local businesses to handle the influx of visitors with confidence and professionalism.
Looking Ahead: A Model for a More Respectful Service Culture
The collaboration between a traditional industry giant and a modern tech company offers a powerful model for addressing complex social issues. If successful, this Kansai-based initiative could be expanded to other regions in Japan, promoting a nationwide shift towards a more respectful and sustainable service culture.
For visitors and residents alike, this forward-thinking partnership signals a commitment to fostering a safer and more positive environment for everyone, solidifying Kansai’s reputation not only as a vibrant cultural and economic hub, but also as a region that values and protects its workforce.
