Level: Intermediate
In recent years, malicious complaints and unreasonable demands from consumers against customer service staff have become a social issue known as customer harassment. Although the reality of this issue is gradually becoming clearer, there are still many aspects that have not been fully examined, such as its psychological and physical effects and its relationship to organizational responses. Therefore, in this presentation, we will use data from a customer harassment survey conducted by the labor union UA Zensen (2020) to report the results of an exploratory study of the relationship between awareness of nuisance behavior, changes in the mind and body of staff, and the nature of customer harassment countermeasures in organizations.
Received a Master of Public Health and a PhD in Health Science from the Graduate School of Medicine, University of Tokyo.
While engaged in educational and research activities at a university, she also established the Kokoro Balance Institute, a general incorporated association that supports smooth interpersonal relationships. In addition to providing consultation, she also gives lectures at companies and other venues. She is a certified mental health social worker (PSW).
