Customer Harassment

〔Background and Purpose of the Policy〕

At the RESOL Group Golf Courses (hereinafter referred to as “our company”), we strive to realize our corporate philosophy: “Bringing more smiles to your time off.” This philosophy applies to our customers as well as our employees.

While we always sincerely respond to opinions and requests of our customers, we also believe that protecting every one of our employees from abusive language, inappropriate behavior, and unreasonable demands is essential to realize our goal. Accordingly, we have formulated our “Policy on Customer Harassment.”

Please note that this is not intended to exclude or disregard the valuable feedback from our customers. We sincerely ask for your understanding.

〔Definition of Customer Harassment〕

While our company recognizes customer opinions and requests as valuable input, we have defined the following conduct as customer harassment.
(Please note that the list is not exhaustive.)

1.When the customer’s demand is deemed inappropriate or unreasonable.

• (1) When there is no defect (blemish) or negligence (fault) found in the provided service, yet the customer demands a level of quality that exceeds what is reasonably expected.
• (2) When the customer makes unreasonable demands beyond legal responsibility, such as demanding a dogeza (kneeling down), demanding an apology from the company president or manager, demanding services that are not provided, summoning our employees to locations outside their workplace without a valid reason, or demanding internal disciplinary action.

2.When the customer's behavior in making demands is deemed socially inappropriate

• (1) Physical aggression, such as throwing objects, punching, kicking, or forcefully pushing.
• (2) Psychological aggression, such as shouting and yelling, using abusive language, making threats, attacking the dignity or character of our employees, making insulting remarks, scolding, or defaming our employees -- including on social media or the internet.
• (3) Repeatedly making the same demands, making prolonged demands, making consecutive demands on a daily basis, or engaging in coercive behavior.
• (4) Making sexual or discriminatory remarks, invading privacy, or engaging in other intrusions into privacy, such as monitoring, photographing, posting on social media or the internet, or attempting to obtain personal data.
• (5) Acts that cause property damage, including intentionally defacing our company's buildings, household goods, facilities and equipment, or trees within the premises, damaging or destroying property, or using our facilities and equipment beyond normal usage.

〔Our Stance on Customer Harassment〕

If a customer’s behavior is deemed to constitute customer harassment, we may refuse to respond, and suspend or terminate the provision of services. In cases where the behavior is considered malicious, we may also take measures in cooperation with lawyers, police, or other authorities.

The above reflects our current stance on customer harassment. We always strive to provide the best possible service for our customers, and we sincerely appreciate your continuous support.