An article titled “Negative Effects of Manuals for Responding to Claims at the Scene/by Public Relations, and Down-to-Earth Responses,” written by Kenji Sarukura, was published in the “Keiei Hoyukai Report” (No. 590, April 2023), based on his lecture titled “Learn from Actual Cases! – Failed Cases and Actual Practice of Countermeasures against Customer Harassment” held on January 30, 2023.

Outline

1. Introduction (blind spots and negative effects of response manuals)

2. Negative effect of obscure at-the-scene response manual

3. Negative effect of at-the-scene response manual that does not permit an apology

4. Negative effect of public relations response manual that overemphasizes explanations

5. Negative effect of public relations response manual that merely instructs early announcement