Tokyo cracks down on ‘kasuhara’ amid rise in customers abusing staff

Abusive consumers have prompted authorities in Tokyo to introduce the country’s first ordinance to protect service industry staff Photograph: Richard A Brooks/AFP/Getty Images

Japan is celebrated for its exceptional levels of customer service. But the behaviour of a growing number of customers and clients leaves a lot to be desired.

The rise of the abusive consumer has prompted authorities in Tokyo to introduce the country’s first ordinance – a locally approved regulation – to protect service industry staff from kasuhara – the Japanese abbreviated form of “customer harassment”.