Addressing a challenge and the need for action
Customer harassment refers to malicious or unreasonable behavior by customers toward employees. Unlike standard complaints, this includes actions that undermine the self-worth and dignity of individuals. At Sompo Risk Management, we have taken this issue head-on by launching a new support service that protects both our client companies and their employees.
While many companies recognize the need for customer harassment measures, most still don’t know exactly what actions to take. Consulting with legal professionals is one option, but many cases cannot be resolved through legal measures alone. To this end, we’ve seen a growing demand for concrete advice and support related to frontline customer interactions.
In response, Sompo Risk Management began developing highly practical services based on a strong belief that “employees must be protected.” The Customer Harassment Risk Management Team was thus formed.
A comprehensive service lineup
The strength of our service lies in its comprehensive and multifaceted offerings. We usually begin with a situation analysis to uncover not just the actual state of customer harassment but also what employees expect from their companies. Based on the findings, we create policies and manuals related to customer harassment and conduct in-house training to help embed these initiatives throughout the client’s organization.
Our efforts don’t stop there. Through consulting services aimed at preventing recurrence, we help identify potential cases of harassment and support companies in improving the quality of their services and products. By tailoring our services to the specific needs of each company and considering factors like industry, size, and the nature of harassment, we provide truly effective support.
Evolving alongside customers and colleagues
From the early stages of service development, we’ve proactively gathered input from front-line employees and customer service departments across industries. Understanding the real situations they face and the support they genuinely need has helped us develop solutions that are both practical and impactful.
Our efforts were recently recognized with the Grand Prize in the “Challenge” Category at SOMPO Awards 2024, the internal awards presented within the Sompo Group. Building on this momentum, we plan to further enhance our services through collaboration within the group. This includes leveraging mental health services from Sompo Health Support, training programs developed by Sompo Business Solutions, data analytics from SOMPO Institute Plus, and assistance services provided by Prime Assistance. By utilizing the diverse capabilities of different parts of the Sompo Group, we aim to meet the diverse needs of our client companies.
A service born out of a sincere commitment to listening to customers. The passion and insatiable curiosity get my vote!
Employee voter
SOMPO Awards 2024
Toward a society where everyone can work with peace of mind
Customer harassment is an urgent risk management issue for companies. Creating a workplace where employees can feel secure not only improves productivity but also contributes to revitalizing society as a whole.
It’s not just about addressing the specific issue of customer harassment, but ultimately about contributing to our clients’ human capital management practices that show they value their employees.
Yoji Nakajima
President and CEO, Sompo Risk Management
Through our support services, we want to make sure companies remain healthy and their employees have smiles on their faces, while also contributing to the realization of a better society. Our diverse team, representing a range of ages, genders, and experiences, brings its collective strength to help our clients.
