円卓コンフィデンシャル 2024年10月05日 お客様は神様じゃない…今こそカスハラと闘う！
Category
📺
TVTranscript
00:00In the middle of the month, the first thing I did on this day was to encourage people to take measures against Kasuhara.
00:10There are many opinions, so I'm going to take action against them.
00:17What I want to say to people who are doing Kasuhara is that you have to tie your own neck.
00:24Recently, businesspersons who have never met each other have come together to talk about their true feelings.
00:35They are talking about their true feelings in a world of three meters in diameter.
00:43What do they see ahead of them? The present of Japan? Or...
00:50ENTAC CONFIDENTIAL! Encounters with Others
00:58Welcome to ENTAC CONFIDENTIAL!
01:03Today's topic is Kasuhara.
01:08Kojima-san, you've been talking about Kasuhara a lot lately.
01:10I've been talking about Kasutama harassment on TV.
01:15Have you ever encountered Kasuhara?
01:20The other day, I went to the driver's test to change my driver's license.
01:23The old man at the test was really angry.
01:26I took a lesson for about an hour.
01:30When I left, he was still angry.
01:32Really?
01:33I thought, this is Kasuhara.
01:36He's too angry.
01:38Kasuhara is a type of harassment in which a customer swears at an employee without a valid reason.
01:46This is a type of harassment in which a customer swears at an employee without a valid reason.
01:55It's a restaurant call center.
01:58It's a time when there are no customers.
02:00I was told not to answer the phone if I didn't know what the food was.
02:11I've seen an employee doing that at a restaurant.
02:17He was angry because the water was too slow.
02:22I even called the manager and asked him what was going on.
02:26His parents were there.
02:30He's been angry at his parents.
02:33How old are his parents?
02:35He's in the 4th grade.
02:38Looking at the data, the company's efforts to prevent and solve Kasuhara have not progressed.
02:45The company has announced that it will move to Tokyo to implement the Kasuhara Prevention Regulations.
02:53Customer harassment has become more serious in Tokyo.
02:58Many companies have announced their own intentions.
03:03Stop Kasuhara is taking off.
03:06It's starting to move.
03:08The administration is trying to do it properly.
03:11Today, I'm going to talk to companies and organizations that are promoting Kasuhara prevention to protect their employees.
03:19I'm going to talk about the current situation, issues, and concerns.
03:22Let me introduce you to the guests.
03:24First of all, I would like to introduce Mr. Shiro Yazawa, head of the marketing department of Tokyu Electric Railway.
03:33Tokyu Electric Railway operates Toyoko Line, Denen Toshisen, etc.
03:39Mr. Yazawa deals with customers' opinions, claims, and Kasuhara on the front line.
03:47We receive about 500 opinions a month.
03:53We are working on how to respond to those opinions.
03:58We are also working on how to respond to those who have gone too far.
04:06Next, I would like to introduce Mr. Hideaki Hanzawa of the Rehabilitation Association of Kanagawa Prefecture.
04:15I'm sorry for the long introduction.
04:16No problem.
04:20Mr. Hanzawa does various activities at about 1,100 hospitals around the country.
04:30He is hosting a seminar for people who work in medical facilities where Kasuhara prevention is not progressing.
04:39As a patient, are you mentally irritated because you are not in good health?
04:44I was particularly stressed because of COVID-19.
04:48There was a restriction on face-to-face conversations.
04:51I was stressed because of that.
04:53My family and patients may feel the same way.
04:56There seems to be a lot going on in the medical field.
05:00I'd like to hear more.
05:02And one more person.
05:03This is Mr. Hisanori Nagayama, former vice president of the Japanese Hospital Association.
05:13Mr. Nagayama is currently in charge of the management of two hotels.
05:19As a member of the Japanese Hospital Association, he is working on various activities such as legalization of hotel business.
05:26You were also involved in the reform of the hotel business law.
05:30There was a reform of the hotel business law last year.
05:34At that time, it was a legal reform on how to deal with COVID-19 patients coming to stay.
05:42I was the one who suggested that if the law was to be reformed, Kasuhara should also be taken into consideration.
05:51If Kasuhara becomes the target of popularization this time, I may be the first to say it.
05:58Oh, I see.
06:02And the other person is Kyoko Shimada, a specialist in mental health and preventive medicine.
06:09In 2021, she launched the Japan Customer Harassment Association and is engaged in legal activities at companies, local governments, universities, etc.
06:23People who work in the service industry and support people's mental health are very mentally ill.
06:30I was wondering why these people were mentally ill, and when I looked into it, it was called emotional labor.
06:37I have a lot of stress, but I have to deal with it with a smile.
06:42You have to kill your heart.
06:45I feel the weight of this problem as soon as I understand the connection.
06:51I think it's deep.
06:53People often say that Kasuhara is Kasuhara.
06:56Mr. Hojima, can you explain the definition of Kasuhara?
07:01It's difficult.
07:03I think it's Kasuhara if it's said in a loud voice or threatened.
07:11But you have to fight against claims.
07:16That's right.
07:17It's Kasuhara if the attitude and behavior are aggressive, and it's a crime if the demand is too high.
07:24On the other hand, opinions and requests may be useful for company service improvements.
07:30The question is, where does Kasuhara come from?
07:33The bottom left is white, right?
07:35This request is a voice from an important customer.
07:39This area is fine, but it gradually turns gray and black.
07:46Everyone is in trouble with this gray area.
07:49I see.
07:50Actually, I asked the members of each company what kind of claims led to Kasuhara.
07:59Let's start with Mr. Yasawa from Tokyo Electric Railway.
08:04It's a conversation at the ticket window.
08:07When you're on the train and you're driving smoothly, you don't come to the ticket window.
08:14When you come to the ticket window, you want to buy something or make money.
08:20There is a point.
08:24You can't buy a ticket at the point.
08:26You can't make money either.
08:28I'm sure you didn't have cash.
08:30Please let me make money at the point.
08:33I'm sorry.
08:34I can't do it because I can't handle it.
08:36I'm sorry.
08:37I think you're out of luck.
08:39What are you talking about?
08:41I'll give you a slightly different example.
08:43When I was in elementary school and junior high school, I couldn't get off the train because I forgot to bring my child's money.
08:50I couldn't get off the train.
08:53I called the person who was in charge of the station.
08:56My father came out.
08:58I'm sorry I don't have enough money.
09:02If you don't have enough money, can you lend me some money?
09:05Then I'll call the police.
09:08My father was very angry.
09:10He came to the station right away.
09:14Then pay me.
09:16How can you bully a child?
09:18This is abuse.
09:19What's going on?
09:21The person in charge of the station has a name tag.
09:24I remember you.
09:26If you're standing at the station, I'll drop you off from behind.
09:30Don't say that in front of a child.
09:33Don't think you're going to live for free.
09:36In this case, there will be a lot of incidents in Kasahara.
09:41It's a job to protect safety.
09:43If your morale and motivation go down, you can't fail to operate the railroad safely.
09:49We have to respond properly to our customers and protect our staff and employees.
09:54That's why we have to work on it.
09:57In August, we announced our basic ideas for Kasahara harassment.
10:05Tokyu Dentetsu announced its intention to prevent Kasahara harassment in August of this year.
10:12I've seen a lot of posters and content from other industries.
10:17There are a lot of things that are pretty harsh and forbidden.
10:22We're not trying to lower the level of service we provide to our customers.
10:29We're trying to meet the expectations of our customers.
10:33Please be kind to us.
10:37I'd like to express that in this poster.
10:43Next, let's talk about the hotel industry.
10:45Mr. Nagayama of Hotel Seiryu.
10:47This is the flip.
10:49It's straight.
10:50It's free.
10:52I didn't know that.
10:54There was a typhoon this summer.
10:57There were people who didn't want to go to the accommodation.
11:02It's dangerous, isn't it?
11:04For example, the transportation system has stopped.
11:08If you can't get there, you can't help it.
11:13People who don't want to go because of the bad weather called us.
11:18They said they could cancel it because of the typhoon.
11:22When I asked them to cancel it, they said,
11:25It's a typhoon. Why do you want to cancel it?
11:29When it comes to extreme things, I felt uncomfortable.
11:32They told me to make up for the feeling of transportation so far.
11:36There are customers who say that.
11:41It's exactly what I said earlier.
11:44That's right.
11:45Accommodation facilities stay for a whole day
11:50from check-in to check-out.
11:53It's a long time.
11:56It's like, I'll do it until the next morning.
12:00How do you deal with such strange people?
12:03When that happens, the person is tired.
12:06I'm told that it's okay.
12:09I have to do it anyway.
12:11Customers say that on the website.
12:16Is there anything you can't say to those people?
12:21I think so.
12:23Even if you're an amateur,
12:26the second thing you say is,
12:28I'll write it on SNS.
12:30As I mentioned earlier,
12:32the hotel industry basically doesn't refuse to stay overnight.
12:37That's right.
12:38Isn't that why there's a tendency to be tough?
12:41Yes.
12:42When there was COVID-19,
12:44patients couldn't stay at home,
12:48so they ran to the hotel and were evacuated.
12:51At that time, we couldn't refuse.
12:55That kind of thing has spread in the media.
12:58It's a win-win situation.
13:00Even if you make a claim,
13:02it's not going to be kicked out.
13:05On the contrary, it spread.
13:07The number of claimants and Kasahara
13:10increased because of that.
13:13It's a win-win situation.
13:14In that case, we need to reform the law and the system.
13:19When coercion and violence continue to repeat,
13:25we can say that we refuse to stay overnight.
13:32In December of last year,
13:34the hotel industry was reformed
13:36and we were finally able to refuse to stay overnight
13:39in the Kasahara hotel.
13:42However, the measures are still not perfect.
13:46Customers are gods,
13:48but I feel like they're becoming more and more extreme.
13:51It's like,
13:52I'm paying for this!
13:54If I complain about this,
13:56everyone will listen to me.
13:58I'm sure there are many people who haven't gotten over it yet.
14:02Especially in China,
14:04if a customer yells at a convenience store clerk,
14:07if you think the clerk will apologize,
14:09you can yell back twice as much.
14:11In a sense, it's the same.
14:13I'm not saying you should imitate that,
14:15but I think it's okay to have that kind of mental strength.
14:19In Japan, the more you go to a good place,
14:22the more you are forced to kneel.
14:27I think we need to do something about it.
14:30I think it's a distorted sense of acceptance
14:33that creates a relationship between the upper and lower classes.
14:35I think it's a distorted sense of acceptance
14:38that creates a relationship between the upper and lower classes.
14:41I don't think it's a bad thing to imitate China.
14:46I think it's okay to say that it's a refugee.
14:49I think it's okay to say that it's a refugee.
14:50It's weird.
14:51You can say it. You can claim it.
14:53Next, let's talk about the medical industry.
14:55Mr. Hanzawa, please.
14:58Here it is.
15:01Of course.
15:25Of course it's natural to treat patients and nurse them.
15:31Many of my seniors say that hospitals should be like this.
15:36In a survey of the medical and nursing industry,
15:39it was found that almost half of the staff
15:42have been raped or harassed,
15:45and the number of patients in the hospital has increased.
15:49In this case, the number of patients is about 10,000.
15:52The result is that she has been sexually harassed.
15:56It's psychological and psychological.
15:59And there are many female nurses, so it's sexual harassment.
16:03What exactly is going on?
16:06I heard that there are many visiting nurses.
16:10There are no staff around.
16:12What if she loses her desire to learn?
16:14For example, the story I heard the other day,
16:17you said you were in trouble with money.
16:20How about 10,000 yen?
16:24That's a lot of money.
16:26And you brought her to your pet and forced her to kiss you.
16:30I don't think there's such a thing.
16:34If you report it, what will happen to the person?
16:39Is there a punishment for the person who sexually harassed you?
16:42For example, if it's a disease,
16:45or if the recognition function has decreased,
16:48there is a place where it is suppressed.
16:51Isn't there a strict warning?
16:53We provide life-threatening services,
17:01so we have to go.
17:04We have to go to a visit or a hospital.
17:08Sometimes I hear from my family that they want to kill my mother.
17:14There are many cases where the damage is taken vertically.
17:17That's right.
17:18Their lives are taken hostage.
17:20If that continues, the damage on the spot will increase.
17:24It's difficult.
17:26So Mr. Hanzawa started a seminar to gather medical professionals.
17:31The aim is to understand the characteristics of each person
17:35and share solutions.
17:38In addition,
17:40I think there are a lot of malnutrition.
17:42I think it's a problem.
17:44Especially young people.
17:46Many people feel pure that they chose this job to be useful for others.
17:53In medical care.
17:55It leads to malnutrition.
17:58Now, young people are connected to malnutrition.
18:03Even if you want to be, you don't want to.
18:06People who have become malnourished are malnourished.
18:08This is the problem we are facing now.
18:11I often hear that young people tend to hope for something different
18:15rather than being malnourished or malnourished.
18:19I want to tell people who are malnourished
18:22that they can kill themselves.
18:25We are all like that.
18:27It's the same for both customers and customers.
18:30In fact, there are about 860,000 people who are malnourished for harassment.
18:36As a result, it is said that it is difficult to secure human resources in any industry
18:41and that it has an impact on management.
18:44We just talked about malnutrition.
18:46Before that, the number of people who wanted to get a job was decreasing.
18:51You can see such comments on job hunting sites.
18:55Or you can see various comments and collect information.
18:58If you look at a little biased writing,
19:02you can't say that there are a lot of sellers now, so let's go to such a difficult place.
19:08There is a news article about Katsuhara,
19:13and it's on SNS.
19:17Can't you make it stronger?
19:21It's going around.
19:23I'm shooting now. Is it okay?
19:26We shot all the security cameras.
19:31In fact, you can see all the conversations there.
19:34When the customer's comments are unreasonable,
19:37we receive reports like this and check them.
19:41We've been trying to make sure that it's different.
19:45I see.
19:46If possible, the request from the site is,
19:49how about taking the sound?
19:51Now it's just a surveillance camera and a video,
19:53so if there's a voice, you can record it, including a shouting voice.
19:57That's right.
19:59I'll try to get the sound from the next update timing.
20:02And the worst thing is that you can't expose it?
20:05You can't make a corner that says,
20:08this was a work room before the homepage.
20:10I'll try to reproduce it like a drama.
20:12I see.
20:13Directly.
20:14If you put out a real one,
20:17if you read a good grammar,
20:19we'll collect some examples and say,
20:21there was such an example.
20:23We don't allow this.
20:25That's right.
20:26I'll try to reproduce it like a drama.
20:28It's like a hidden camera.
20:30How is it?
20:31It's a little...
20:32Oh, you're having a meal now.
20:33That's right.
20:34I'll heat it up.
20:35Thank you very much.
20:39After this, there's a surprising pre-measure.
20:43There's a way of thinking called nudging.
20:46There are actually a lot of activities that you don't do alone.
20:50That's amazing.
20:55What do you think is the most important thing for a professional?
21:04It's not easy to reduce the number of customers.
21:11But organizations, for example,
21:13are trying to protect their employees,
21:15and support them around them.
21:17There's a lot of work going on.
21:18There's a lot of work going on.
21:19There's a lot of work going on.
21:20There's a lot of work going on.
21:21There's a lot of work going on.
21:22There's a lot of work going on.
21:23There's a lot of work going on.
21:24There's a lot of work going on.
21:25There's a lot of work going on.
21:26There's a lot of work going on.
21:27There's a lot of work going on.
21:28There's a lot of work going on.
21:29There's a lot of work going on.
21:30There's a lot of work going on.
21:31There's a lot of work going on.
21:32There's a lot of work going on.
21:33There's a lot of work going on.
21:34There's a lot of work going on.
21:35There's a lot of work going on.
21:36There's a lot of work going on.
21:37There's a lot of work going on.
21:38There's a lot of work going on.
21:39There's a lot of work going on.
21:40There's a lot of work going on.
21:41There's a lot of work going on.
21:42There's a lot of work going on.
21:43There's a lot of work going on.
21:44There's a lot of work going on.
21:45There's a lot of work going on.
21:46There's a lot of work going on.
21:47There's a lot of work going on.
21:48There's a lot of work going on.
21:49There's a lot of work going on.
21:50There's a lot of work going on.
21:51There's a lot of work going on.
21:52There's a lot of work going on.
21:53There's a lot of work going on.
21:54There's a lot of work going on.
21:55There's a lot of work going on.
21:56There's a lot of work going on.
21:58There's a lot of work going on.
21:59There's a lot of work going on.
22:00There's a lot of work going on.
22:01There's a lot of work going on.
22:02There's a lot of work going on.
22:03There's a lot of work going on.
22:04There's a lot of work going on.
22:05There's a lot of work going on.
22:06There's a lot of work going on.
22:07There's a lot of work going on.
22:08There's a lot of work going on.
22:09There's a lot of work going on.
22:10There's a lot of work going on.
22:11There's a lot of work going on.
22:12There's a lot of work going on.
22:13There's a lot of work going on.
22:14There's a lot of work going on.
22:15There's a lot of work going on.
22:16There's a lot of work going on.
22:17There's a lot of work going on.
22:18There's a lot of work going on.
22:19There's a lot of work going on.
22:20There's a lot of work going on.
22:21There's a lot of work going on.
22:22There's a lot of work going on.
22:23There's a lot of work going on.
22:24There's a lot of work going on.
22:25There's a lot of work going on.
22:26There's a lot of work going on.
22:27There's a lot of work going on.
22:28There's a lot of work going on.
22:29There's a lot of work going on.
22:30There's a lot of work going on.
22:31There's a lot of work going on.
22:32There's a lot of work going on.
22:33There's a lot of work going on.
22:34There's a lot of work going on.
22:35There's a lot of work going on.
22:36There's a lot of work going on.
22:37There's a lot of work going on.
22:38There's a lot of work going on.
22:39There's a lot of work going on.
22:40There's a lot of work going on.
22:41There's a lot of work going on.
22:42There's a lot of work going on.
22:43There's a lot of work going on.
22:44There's a lot of work going on.
22:45There's a lot of work going on.
22:46There's a lot of work going on.
22:47There's a lot of work going on.
22:48There's a lot of work going on.
22:49There's a lot of work going on.
22:50There's a lot of work going on.
22:51There's a lot of work going on.
22:52There's a lot of work going on.
22:53There's a lot of work going on.
22:54There's a lot of work going on.
22:55There's a lot of work going on.
22:56There's a lot of work going on.
22:57There's a lot of work going on.
22:58There's a lot of work going on.
22:59There's a lot of work going on.
23:00There's a lot of work going on.
23:01There's a lot of work going on.
23:02There's a lot of work going on.
23:03There's a lot of work going on.
23:04There's a lot of work going on.
23:05There's a lot of work going on.
23:06There's a lot of work going on.
23:07There's a lot of work going on.
23:08There's a lot of work going on.
23:09There's a lot of work going on.
23:10There's a lot of work going on.
23:11There's a lot of work going on.
23:12There's a lot of work going on.
23:13There's a lot of work going on.
23:14There's a lot of work going on.
23:15There's a lot of work going on.
23:16There's a lot of work going on.
23:17There's a lot of work going on.
23:18There's a lot of work going on.
23:19There's a lot of work going on.
23:20There's a lot of work going on.
23:21There's a lot of work going on.
23:22There's a lot of work going on.
23:23There's a lot of work going on.
23:24There's a lot of work going on.
23:25There's a lot of work going on.
23:26There's a lot of work going on.
23:27There's a lot of work going on.
23:28There's a lot of work going on.
23:29There's a lot of work going on.
23:30There's a lot of work going on.
23:31There's a lot of work going on.
23:32There's a lot of work going on.
23:33There's a lot of work going on.
23:34There's a lot of work going on.
23:35There's a lot of work going on.
23:36There's a lot of work going on.
23:37There's a lot of work going on.
23:38There's a lot of work going on.
23:39There's a lot of work going on.
23:40There's a lot of work going on.
23:41There's a lot of work going on.
23:42There's a lot of work going on.
23:43There's a lot of work going on.
23:44There's a lot of work going on.
23:45There's a lot of work going on.
23:46There's a lot of work going on.
23:47There's a lot of work going on.
23:48There's a lot of work going on.
23:49There's a lot of work going on.
23:50There's a lot of work going on.
23:51There's a lot of work going on.
23:52There's a lot of work going on.
23:53There's a lot of work going on.
23:54There's a lot of work going on.
23:55There's a lot of work going on.
23:56There's a lot of work going on.
23:57There's a lot of work going on.
23:58There's a lot of work going on.
23:59There's a lot of work going on.
24:00There's a lot of work going on.
24:01There's a lot of work going on.
24:02There's a lot of work going on.
24:03There's a lot of work going on.
24:04There's a lot of work going on.
24:05There's a lot of work going on.
24:06There's a lot of work going on.
24:07There's a lot of work going on.
24:08There's a lot of work going on.
24:09There's a lot of work going on.
24:10There's a lot of work going on.
24:11There's a lot of work going on.
24:12There's a lot of work going on.
24:13There's a lot of work going on.
24:14There's a lot of work going on.
24:15There's a lot of work going on.
24:16There's a lot of work going on.
24:17There's a lot of work going on.
24:19There's a lot of work going on.
24:20There's a lot of work going on.
24:21There's a lot of work going on.
24:22There's a lot of work going on.
24:23There's a lot of work going on.
24:24There's a lot of work going on.
24:25There's a lot of work going on.
24:26There's a lot of work going on.
24:27There's a lot of work going on.
24:28There's a lot of work going on.
24:29There's a lot of work going on.
24:30There's a lot of work going on.
24:31There's a lot of work going on.
24:32There's a lot of work going on.
24:33There's a lot of work going on.
24:34There's a lot of work going on.
24:35There's a lot of work going on.
24:36There's a lot of work going on.
24:37There's a lot of work going on.
24:38There's a lot of work going on.