{"id":126,"date":"2026-06-27T08:14:39","date_gmt":"2026-06-26T23:14:39","guid":{"rendered":"https:\/\/deepjapanhub.com\/en\/dailylifeinjapan\/126\/"},"modified":"2026-06-27T08:14:39","modified_gmt":"2026-06-26T23:14:39","slug":"the-customer-is-god-a-blessing-or-a-burden-unpacking-japans-unique-service-culture-and-the-rise-of-kurema","status":"publish","type":"post","link":"https:\/\/deepjapanhub.com\/en\/dailylifeinjapan\/126\/","title":{"rendered":"\"The Customer is God\": A Blessing or a Burden? Unpacking Japan's Unique Service Culture and the Rise of \"Kurema\""},"content":{"rendered":"<p>\"The customer is God\" (\u304a\u5ba2\u69d8\u306f\u795e\u69d8\u3067\u3059, <em>Okyaku-sama wa Kami-sama desu<\/em>)\u2014you hear this phrase all the time in Japan, don't you? But did you know that behind this seemingly simple saying lie deep misunderstandings and complex issues facing modern society? Today, we're going to explore the light and shadow of \"the customer is God,\" delving into excessive demands and the problem of \"kurema\" (claimers\/complainers). We Japanese often wonder, \"Is this truly unique to Japan?\" Let's explore this from that very perspective.<\/p>\n<p>Here are the four key points you'll discover in this article:<\/p>\n<ul>\n<li>Unraveling the true meaning of \"the customer is God\" and its common misconceptions.<\/li>\n<li>Digging deep into the reasons behind the increase in \"kurema.\"<\/li>\n<li>The impact of excessive demands on workers.<\/li>\n<li>Tips for how we, as consumers and businesses, should approach this issue.<\/li>\n<\/ul>\n<p>Come along with us as we investigate how the spirit of <em>omotenashi<\/em> (Japanese hospitality), which we Japanese often take for granted, sometimes impacts society in unexpected ways.<\/p>\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_85 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Table of Contents<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/deepjapanhub.com\/en\/dailylifeinjapan\/126\/#%22The_Customer_is_God%22_in_Modern_Society_Interpretation_and_the_Deep-Seated_Problem_of_%22Kurema%22\" >\"The Customer is God\" in Modern Society: Interpretation and the Deep-Seated Problem of \"Kurema\"<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/deepjapanhub.com\/en\/dailylifeinjapan\/126\/#What_did_%22the_customer_is_God%22_originally_mean_anyway\" >What did \"the customer is God\" originally mean anyway?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/deepjapanhub.com\/en\/dailylifeinjapan\/126\/#When_did_%22the_customer_is_God%22_become_an_excuse\" >When did \"the customer is God\" become an excuse?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/deepjapanhub.com\/en\/dailylifeinjapan\/126\/#What_kinds_of_%22kurema%22_are_there_Lets_check_their_characteristics\" >What kinds of \"kurema\" are there? Let's check their characteristics!<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/deepjapanhub.com\/en\/dailylifeinjapan\/126\/#Does_social_media_really_accelerate_%22kurema%22_The_relationship_with_%22enjo%22_risk\" >Does social media really accelerate \"kurema\"? The relationship with \"enjo\" risk.<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/deepjapanhub.com\/en\/dailylifeinjapan\/126\/#Excessive_Quality_Demands_The_Stress_on_Workers_and_Social_Issues_%E2%80%93_The_Negative_Side_of_%22The_Customer_is_God%22\" >Excessive Quality Demands: The Stress on Workers and Social Issues \u2013 The Negative Side of \"The Customer is God\"<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/deepjapanhub.com\/en\/dailylifeinjapan\/126\/#The_Front_Lines_of_the_Service_Industry_Exhausted_Employees_Facing_Excessive_Demands\" >The Front Lines of the Service Industry: Exhausted Employees Facing Excessive Demands<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-8\" href=\"https:\/\/deepjapanhub.com\/en\/dailylifeinjapan\/126\/#Why_do_people_get_stressed_even_in_non-black_companies\" >Why do people get stressed even in non-black companies?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-9\" href=\"https:\/\/deepjapanhub.com\/en\/dailylifeinjapan\/126\/#What_exactly_is_%22Customer_Harassment%22\" >What exactly is \"Customer Harassment\"?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-10\" href=\"https:\/\/deepjapanhub.com\/en\/dailylifeinjapan\/126\/#How_should_companies_protect_their_employees_Lets_look_at_some_examples_of_measures\" >How should companies protect their employees? Let's look at some examples of measures!<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-11\" href=\"https:\/\/deepjapanhub.com\/en\/dailylifeinjapan\/126\/#What_should_we_as_consumers_do_Mindset_to_avoid_becoming_a_%22kurema%22\" >What should we, as consumers, do? Mindset to avoid becoming a \"kurema.\"<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-12\" href=\"https:\/\/deepjapanhub.com\/en\/dailylifeinjapan\/126\/#Conclusion_Understanding_the_True_Meaning_of_%22The_Customer_is_God%22_for_a_Better_Society\" >Conclusion: Understanding the True Meaning of \"The Customer is God\" for a Better Society<\/a><\/li><\/ul><\/li><\/ul><\/nav><\/div>\n<h2><span class=\"ez-toc-section\" id=\"%22The_Customer_is_God%22_in_Modern_Society_Interpretation_and_the_Deep-Seated_Problem_of_%22Kurema%22\"><\/span>\"The Customer is God\" in Modern Society: Interpretation and the Deep-Seated Problem of \"Kurema\"<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>For us Japanese, the phrase \"the customer is God\" is deeply ingrained, both as a mindset for service providers and as an expectation for those receiving service. But have you ever really thought about how this phrase is interpreted in modern society and what problems it's causing?<\/p>\n<p>Here, we'll delve deeper into the misunderstandings that \"the customer is God\" can lead to, why \"kurema\" are on the rise, and the severe impact their excessive demands have on frontline workers.<\/p>\n<ul>\n<li>Troubles caused by misinterpreting \"the customer is God.\"<\/li>\n<li>Why are \"kurema\" increasing? Their psychology and background.<\/li>\n<li>The serious impact of excessive demands on the frontline.<\/li>\n<\/ul>\n<h3><span class=\"ez-toc-section\" id=\"What_did_%22the_customer_is_God%22_originally_mean_anyway\"><\/span>What did \"the customer is God\" originally mean anyway?<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>When you hear \"the customer is God,\" you might immediately think, \"The customer is always right!\" or \"You must grant any wish the customer has!\" But actually, this phrase didn't originally mean \"the customer is superior\" in the way we often understand it today.<\/p>\n<p>This famous phrase was coined by the legendary Showa-era singer, Haruo Minami. He used it to express his sincere attitude towards his craft: <strong>\"When I sing before an audience, I cleanse my heart and sing as if I am praying before God.\"<\/strong> In other words, it wasn't about the customers being superior, but about him regarding customers as sacred beings so that he could deliver his best performance.<\/p>\n<p>So, the original meaning is completely different from a \"customer service motto that absolutizes the customer.\" Haruo Minami himself reportedly said, \"I have never used 'the customer is God' to mean that customers are unconditionally allowed to do anything they want.\"<\/p>\n<p>Knowing this original meaning, don't you feel a little sad about the current situation where this phrase has taken on a life of its own, often used as an excuse to justify even unreasonable customer demands?<\/p>\n<h3><span class=\"ez-toc-section\" id=\"When_did_%22the_customer_is_God%22_become_an_excuse\"><\/span>When did \"the customer is God\" become an excuse?<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>It's hard to pinpoint exactly when Haruo Minami's words gradually evolved into a phrase asserting customer superiority\u2014\"the customer is always right\"\u2014and seeped into our collective consciousness. However, it's likely a combination of various factors that unfolded over time.<\/p>\n<p>For instance, after Japan's period of rapid economic growth, consumer purchasing power increased, and competition among companies intensified. This led to a strong emphasis on \"customer-first\" principles. Within this climate, \"the customer is God\" might have been frequently used in media and customer service settings, either as a slogan for businesses to demonstrate their service spirit or as a way for customers to express their expectations for service.<\/p>\n<p>Especially with the spread of the internet, where information travels instantly, individual consumer experiences are quickly shared, giving customers significant influence over businesses. This background may have also contributed to creating an environment where customers feel more entitled to be \"God.\"<\/p>\n<p>Unfortunately, it's a definite fact in modern times that this phrase has taken on a life of its own as an expression asserting customer superiority, sometimes used as a \"carte blanche\" to justify unreasonable demands.<\/p>\n<h3><span class=\"ez-toc-section\" id=\"What_kinds_of_%22kurema%22_are_there_Lets_check_their_characteristics\"><\/span>What kinds of \"kurema\" are there? Let's check their characteristics!<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>When you hear \"kurema,\" it might conjure up a rather intimidating image, right? But \"kurema\" aren't all the same; there are various types. What's important here is to clearly distinguish between \"people who make legitimate complaints\" and \"malicious kurema.\" After all, consumers expressing dissatisfaction or problems to a company is valuable feedback that can lead to service improvement.<\/p>\n<p>So, what are the characteristics of \"malicious kurema\" who pose a problem?<\/p>\n<ul>\n<li><strong>Those who refuse to verify facts:<\/strong> They insist their claims are absolute and completely disregard any facts or evidence presented by the company.<\/li>\n<li><strong>Those who demand excessive apologies or compensation:<\/strong> They seek money or services far beyond the actual damage, or demand extreme apologies like <em>dogeza<\/em> (kneeling and bowing with one's head to the ground).<\/li>\n<li><strong>Those who adopt an intimidating attitude:<\/strong> They raise their voices, stay for long periods, and sometimes use abusive language or threats to mentally corner the other person.<\/li>\n<li><strong>Those who repeatedly contact relentlessly:<\/strong> Even after the issue is resolved, they continue to call or email repeatedly, exhausting the staff member.<\/li>\n<li><strong>Those who threaten to spread information on social media:<\/strong> If their demands aren't met, they threaten to \"expose you on social media\" or \"cause an internet firestorm\" (<em>enjo<\/em>) to pressure the company.<\/li>\n<\/ul>\n<p>Such actions are not merely \"complaints\" but \"unjust demands\" or \"nuisance behavior,\" and in some cases, can be considered \"intimidation.\" Service providers are also expected to respond with a firm stance to such actions.<\/p>\n<h3><span class=\"ez-toc-section\" id=\"Does_social_media_really_accelerate_%22kurema%22_The_relationship_with_%22enjo%22_risk\"><\/span>Does social media really accelerate \"kurema\"? The relationship with \"enjo\" risk.<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>In modern society, social networking services (SNS) have become an indispensable part of our lives. They're incredibly powerful for gathering information, connecting with friends, and expressing our opinions. However, it's also true that SNS has complicated and accelerated the problem of \"kurema.\"<\/p>\n<p>What do I mean by that? SNS has the power to <strong>quickly visualize and instantly spread<\/strong> individual frustrations and anger to an unspecified number of people. For example, if someone who felt dissatisfied at a store posts \"XX store, the worst!\" on SNS right then and there, it can reach many eyes in no time.<\/p>\n<p>As a result, companies and stores now face not only direct negotiations at the counter but also a new risk: an \"internet firestorm\" (\u708e\u4e0a, <em>enjo<\/em>) on SNS. <em>Enjo<\/em> refers to a situation where criticism floods a specific post or piece of information, becoming uncontrollable. Fearing this <em>enjo<\/em>, companies sometimes concede to unreasonable demands.<\/p>\n<p>While the spread of SNS offers consumers the benefit of \"being able to voice their opinions,\" it puts pressure on companies, making them feel \"constantly monitored.\" This can, unfortunately, <strong>encourage excessive service demands<\/strong> and <strong>escalate the demands of \"kurema.\"<\/strong> While there's still limited official data on the number of SNS-based complaints or <em>enjo<\/em> rates, the magnitude of its impact is evident from the daily news we see.<\/p>\n<h2><span class=\"ez-toc-section\" id=\"Excessive_Quality_Demands_The_Stress_on_Workers_and_Social_Issues_%E2%80%93_The_Negative_Side_of_%22The_Customer_is_God%22\"><\/span>Excessive Quality Demands: The Stress on Workers and Social Issues \u2013 The Negative Side of \"The Customer is God\"<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>The phrase \"the customer is God\" sometimes creates a significant burden for service providers. In particular, while Japan's service industry is highly regarded globally for its quality of <em>omotenashi<\/em>, behind the scenes, workers can become exhausted by excessive quality demands, leading to mental and physical health problems.<\/p>\n<p>Here, we'll delve deeply into the negative aspects of this \"customer is God\" mentality, especially the stress workers face and its impact on society as a whole.<\/p>\n<ul>\n<li>The reality of stress among workers.<\/li>\n<li>What's happening on the front lines of the service industry?<\/li>\n<li>The societal impact of consumerism taken to extremes.<\/li>\n<\/ul>\n<h3><span class=\"ez-toc-section\" id=\"The_Front_Lines_of_the_Service_Industry_Exhausted_Employees_Facing_Excessive_Demands\"><\/span>The Front Lines of the Service Industry: Exhausted Employees Facing Excessive Demands<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>Those of you working on the front lines of Japan's service industry are truly going through a tough time. For example, research on the mental health of restaurant employees shows a strong correlation between <strong>high emotional demands at work<\/strong> and situations where they have little control over their jobs, leading to significant mental burden. [Link to J-STAGE for external reference]<\/p>\n<p>\"Excessive demands\" from customers are more than just \"complaint handling\" for employees. They accumulate as \"psychological burdens\" that wear down their spirits.<\/p>\n<p>Specifically, what kind of situations are we talking about?<\/p>\n<ul>\n<li><strong>Unreasonable complaints:<\/strong> Being yelled at unilaterally or detained for long periods, even when the employee is not at fault.<\/li>\n<li><strong>The pressure of emotional labor:<\/strong> The pressure to maintain a smile and polite demeanor in front of customers, no matter how unreasonable the things said, without showing any internal dissatisfaction or anger.<\/li>\n<li><strong>A sense of obligation to meet excessive expectations:<\/strong> Due to the belief that \"the customer is God,\" employees sometimes push themselves to meet demands that go beyond their original job duties.<\/li>\n<li><strong>Accumulation of mental damage:<\/strong> If such experiences happen repeatedly, not just once or twice, the mental damage accumulates, leading to a decline in motivation for work and physical or mental health issues.<\/li>\n<\/ul>\n<p>Particularly, when uncooperative or confrontational relationships arise between customers, management, and colleagues, the risk of depression, anxiety, and even \"burnout syndrome\" increases.<\/p>\n<p>Thus, while a high spirit of hospitality is demanded on the front lines of the service industry, the reality is that employees face significant stress behind the scenes.<\/p>\n<h3><span class=\"ez-toc-section\" id=\"Why_do_people_get_stressed_even_in_non-black_companies\"><\/span>Why do people get stressed even in non-black companies?<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>When you hear \"black company\" (\u30d6\u30e9\u30c3\u30af\u4f01\u696d, <em>burakku kigyo<\/em>), you probably imagine a visibly harsh working environment with long hours, unpaid overtime, and power harassment, right? Of course, the stress experienced by workers in such companies is immeasurable. But even in a typical working environment, a \"white company\" (\u30db\u30ef\u30a4\u30c8\u4f01\u696d, <em>howaito kigyo<\/em>) with no legal issues, service industry employees can still accumulate a significant amount of stress.<\/p>\n<p>One major reason for this is the existence of <strong>\"emotional labor.\"<\/strong> Emotional labor refers to work where controlling one's emotions and expressing specific feelings (like smiles or empathy) to customers or others is part of the job. Customer service is a prime example of this.<\/p>\n<p>Work stress factors aren't just about workload or job quality; they're also heavily influenced by interpersonal relationships and responsibility for mistakes. Customer service, in particular, has an extremely high proportion of \"interpersonal relationships.\"<\/p>\n<ul>\n<li><strong>The constant pressure to be \"nice\":<\/strong> Employees are always expected to be smiling and polite in front of customers. Therefore, even if they feel dissatisfaction or anger internally, they are not allowed to show it.<\/li>\n<li><strong>Responding to unpredictable situations:<\/strong> Customer demands and reactions vary widely, and things rarely go according to manual. Employees are required to make instant judgments and respond appropriately each time.<\/li>\n<li><strong>Dealing with unreasonable demands:<\/strong> As mentioned earlier, dealing with malicious \"kurema\" deeply wounds employees' spirits.<\/li>\n<\/ul>\n<p>These factors place a significant burden on employees' minds, even if working hours are appropriate and wages are sufficient. In other words, even in \"white companies,\" roles with extensive customer interaction can be stressful environments due to the high burden of emotional labor.<\/p>\n<h3><span class=\"ez-toc-section\" id=\"What_exactly_is_%22Customer_Harassment%22\"><\/span>What exactly is \"Customer Harassment\"?<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>You've probably been hearing the term \"customer harassment,\" or \"kasu-hara\" (\u30ab\u30b9\u30cf\u30e9) for short, a lot lately. This issue precisely arises when excessive demands and nuisance behavior from customers escalate.<\/p>\n<p>Customer harassment refers to <strong>unjust demands or behaviors by customers towards companies or employees that harm the working environment of employees or obstruct company operations.<\/strong><\/p>\n<p>Specifically, the following behaviors are typical examples of <em>kasu-hara<\/em>:<\/p>\n<ul>\n<li><strong>Verbal abuse and threats:<\/strong> Shouting loudly, using insulting language, or making statements that imply harm.<\/li>\n<li><strong>Prolonged detention:<\/strong> Detaining employees for long periods even after the matter is concluded, obstructing their work.<\/li>\n<li><strong>Demanding <em>dogeza<\/em>:<\/strong> Forcing an employee to perform <em>dogeza<\/em> (kneeling and bowing with one's head to the ground) as an apology.<\/li>\n<li><strong>Excessive apology demands:<\/strong> Demanding an apology or reflection that is disproportionate to the actual damage or fault.<\/li>\n<li><strong>Exposing on SNS:<\/strong> Posting private information of companies or employees on SNS without permission, or spreading malicious information.<\/li>\n<li><strong>Persistent contact:<\/strong> Repeatedly calling or emailing even after the issue is resolved, mentally exhausting the employee.<\/li>\n<li><strong>Sexual remarks or conduct:<\/strong> Making sexual remarks or engaging in sexual behavior towards employees.<\/li>\n<\/ul>\n<p>These actions go beyond mere \"complaints\" or \"dissatisfaction\" and significantly harm the mental and physical health of employees, causing immense negative impact on business operations. The Ministry of Health, Labour and Welfare has also formulated guidelines for customer harassment countermeasures, addressing this issue nationwide.<\/p>\n<p>It's crucial for each of us as consumers to recognize that customer harassment is a social problem and to look not only at others' actions but also at our own.<\/p>\n<h3><span class=\"ez-toc-section\" id=\"How_should_companies_protect_their_employees_Lets_look_at_some_examples_of_measures\"><\/span>How should companies protect their employees? Let's look at some examples of measures!<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>As customer harassment becomes recognized as a social problem, companies are increasingly strengthening measures to protect their employees. After all, valuing employees is essential for a company's sustainable growth.<\/p>\n<p>So, what specific measures are effective?<\/p>\n<ol>\n<li>\n<p><strong>Clarifying and sharing response standards:<\/strong><\/p>\n<ul>\n<li>Establish clear standards that allow employees to determine what constitutes an \"unjust demand.\"<\/li>\n<li>Communicate internally and externally that the company will respond firmly to unjust demands.<\/li>\n<li>Create a response manual to ensure all employees have the same understanding.<\/li>\n<\/ul>\n<\/li>\n<li>\n<p><strong>Building an escalation system:<\/strong><\/p>\n<ul>\n<li>Establish a system where employees don't have to deal with issues alone but can consult and report to their supervisors or specialized departments.<\/li>\n<li>Supervisors grasp the situation and, if necessary, take over the response, supporting employees as an organization.<\/li>\n<\/ul>\n<\/li>\n<li>\n<p><strong>Thorough record-keeping:<\/strong><\/p>\n<ul>\n<li>Record customer interactions in detail, including date, time, content, and the employee involved.<\/li>\n<li>Utilize audio recordings or security camera footage as needed to preserve objective evidence.<\/li>\n<\/ul>\n<\/li>\n<li>\n<p><strong>Handling with multiple staff members:<\/strong><\/p>\n<ul>\n<li>When malicious complaints or prolonged interactions are expected, have multiple employees handle the situation.<\/li>\n<li>This prevents employees from becoming isolated and reduces their mental burden.<\/li>\n<\/ul>\n<\/li>\n<li>\n<p><strong>Establishing consultation services and mental health care:<\/strong><\/p>\n<ul>\n<li>Set up a consultation service where employees can immediately seek help if they experience mental or physical distress due to <em>kasu-hara<\/em>.<\/li>\n<li>Actively provide mental health care, such as counseling.<\/li>\n<\/ul>\n<\/li>\n<li>\n<p><strong>Firm legal action:<\/strong><\/p>\n<ul>\n<li>For malicious <em>kasu-hara<\/em>, collaborate with lawyers and, if necessary, consider reporting to the police or taking legal action.<\/li>\n<\/ul>\n<\/li>\n<\/ol>\n<p>These measures create a safe working environment for employees, which in turn leads to the provision of high-quality service to customers. It's considered important to not only rely on individual customer service skills but also to establish a system that supports and protects employees as an organization.<\/p>\n<h3><span class=\"ez-toc-section\" id=\"What_should_we_as_consumers_do_Mindset_to_avoid_becoming_a_%22kurema%22\"><\/span>What should we, as consumers, do? Mindset to avoid becoming a \"kurema.\"<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>We are all consumers who use products and services. If you have a complaint or a problem, it's your right to voice it to the company. However, the way you express it can sometimes turn a \"legitimate complaint\" into \"customer harassment.\"<\/p>\n<p>So, how can we, as consumers, communicate our opinions appropriately and cultivate a mindset to avoid becoming a \"kurema\"?<\/p>\n<ol>\n<li>\n<p><strong>Calmly verify the facts:<\/strong><\/p>\n<ul>\n<li>Before getting emotional, objectively organize what happened and where the problem lies.<\/li>\n<li>You need the composure to re-check whether there are any misunderstandings or misconceptions on your part.<\/li>\n<\/ul>\n<\/li>\n<li>\n<p><strong>Clarify the purpose of your request:<\/strong><\/p>\n<ul>\n<li>Think specifically about \"what you want them to do.\" Do you want an apology, an exchange\/refund, or for them to consider improvements?<\/li>\n<li>It's important to convey \"what,\" \"to what extent,\" and \"why you want it\" concisely, rather than using emotional language.<\/li>\n<\/ul>\n<\/li>\n<li>\n<p><strong>Consider alternatives:<\/strong><\/p>\n<ul>\n<li>Sometimes, your demands might be difficult for the company to meet in reality. If possible, suggesting an alternative, like \"This way would also be acceptable,\" can lead to a smoother resolution.<\/li>\n<\/ul>\n<\/li>\n<li>\n<p><strong>Don't forget to show respect to the other person:<\/strong><\/p>\n<ul>\n<li>The employee in front of you is a human being, just like you. They are also trying their best as professionals.<\/li>\n<li>Absolutely avoid shouting, acting intimidating, or making personal attacks.<\/li>\n<\/ul>\n<\/li>\n<li>\n<p><strong>Consider SNS dissemination as a last resort:<\/strong><\/p>\n<ul>\n<li>It's easy to post complaints on SNS, but calmly assess whether it will truly lead to problem resolution.<\/li>\n<li>The spread of incorrect information or one-sided opinions can cause unfair damage to companies and employees.<\/li>\n<\/ul>\n<\/li>\n<\/ol>\n<p>As consumers, we are \"customers,\" but at the same time, we support the livelihoods of those who provide services. By showing mutual respect and striving for constructive communication, we can build a better society.<\/p>\n<h3><span class=\"ez-toc-section\" id=\"Conclusion_Understanding_the_True_Meaning_of_%22The_Customer_is_God%22_for_a_Better_Society\"><\/span>Conclusion: Understanding the True Meaning of \"The Customer is God\" for a Better Society<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>Today, we've delved deep into \"the customer is God,\" a unique Japanese cultural aspect, along with the associated problem of \"kurema\" and the stress experienced by those working in the service industry.<\/p>\n<p>The original meaning of \"the customer is God,\" as spoken by Haruo Minami, was about the service provider's \"professional mindset\"\u2014respecting customers from the heart and striving to deliver the best performance. However, in modern times, this phrase is often misunderstood and sometimes used as a \"carte blanche\" by customers to justify unreasonable demands.<\/p>\n<p>As a result, employees in Japan's service industry, who uphold the high quality of <em>omotenashi<\/em>, are physically and mentally exhausted and under great stress due to excessive demands and customer harassment. This is a social problem that cannot be overlooked.<\/p>\n<p>Companies need to strengthen organizational measures, such as establishing clear response standards to protect employees, building escalation systems, and providing mental health care. And we, as consumers, must constantly ask ourselves whether our demands are legitimate, whether our communication method is appropriate, and whether we are showing respect to the other person.<\/p>\n<p>Understanding the true meaning of \"the customer is God\" and building relationships based on mutual respect\u2014that is the first step towards creating a society where everyone, both service providers and recipients, can live comfortably and with peace of mind.<\/p>\n<p>We have many more articles that delve into such fascinating and unique aspects of Japanese culture and everyday life, so please check them out too! [Internal link to articles on Japanese culture and social issues]<\/p>\n","protected":false},"excerpt":{"rendered":"<p>\"The customer is God\" (\u304a\u5ba2\u69d8\u306f\u795e\u69d8\u3067\u3059, Okyaku-sama wa Kami-sama desu)\u2014you hear this phrase all the time in Japan, don't you? But did you know that behind this seemingly simple saying lie deep misunderstandings and complex issues facing modern society? Today, we're going to explore the light and shadow of \"the customer is God,\" delving into excessive [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"","ping_status":"","sticky":false,"template":"","format":"standard","meta":{"_lightning_design_setting":[],"footnotes":""},"categories":[1],"tags":[],"class_list":["post-126","post","type-post","status-publish","format-standard","hentry","category-dailylifeinjapan"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.9 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>&quot;The Customer is God&quot;: A Blessing or a Burden? Unpacking Japan&#039;s Unique Service Culture and the Rise of &quot;Kurema&quot; - Why, Japan? 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