A Practical Guide with Useful English Phrases
Customer Harassment—often called “Casuhara” in Japan—has become a serious workplace issue.
Being a customer does not justify abusive language or unreasonable demands.
This article explains what customer harassment looks like and introduces practical English phrases to help you respond calmly and professionally.
What Is Customer Harassment?
Customer harassment refers to
abusive behavior or unreasonable demands from customers.
Common examples:
- Personal insults or offensive language
- Repeated excessive claims
- Long, disruptive complaint calls
- Threats to post negative content on social media
Basic Attitudes When Responding
1️⃣ Calm and Professional
Stay composed and focus on solutions
Phrase
“I understand your frustration. Let me check what we can do.”
（お気持ちは理解しております。できることを確認させてください）
2️⃣ Set Boundaries
Firmly refuse abusive behavior
Phrase
“I’m here to help, but I cannot respond to abusive language.”
（暴言には対応できません）
3️⃣ Document Everything
Record every detail of the incident
Phrase
“For our records, could you explain your concern again?”
（記録のため再度確認させてください）
Situational Phrases You Can Use
When verbal abuse continues
“If this continues, I will have to end this call.”
（続く場合は通話を終了します）
When the demand is unreasonable
“That request is beyond our company policy.”
（当社の規定を超えています）
When the solution needs more time
“I need some time to review this properly. Could you wait?”
（お時間をいただけますか？）
Report and Escalate Internally
- Inform your supervisor
- Share with appropriate departments
- Use internal support systems
Phrase
“I will escalate this matter to my supervisor.”
（この件を上司に共有します）
Your Well-Being Comes First
Customer harassment affects mental health and workplace safety.
You should never deal with it alone—your company should protect you.
Phrase to remember
“Your well-being matters.”
（あなたの心の健康が大事）
Summary
- Customer harassment is not something to endure
- Keep calm, document carefully, escalate promptly
- Safe working conditions are a basic right
