CUSTOMER HARASSMENT POLICY

POTOMAK cherishes the four corporate values of “ENJOY!”, “CREATIVE!”, “VARIETY!”, and “SMILE!”. We firmly believe that embodying these values with a sense of enjoyment leads directly to customer satisfaction. To realize this vision, we are committed to creating a stage where our colleagues can actively pursue their dreams and aspirations, while exercising autonomy, developing their skills, and fostering a strong sense of belonging. At the same time, we always remain sincerely attentive to the voices of its customers, place customer satisfaction as our highest priority and strive to respond courteously and diligently. While we hope that customers continue to enjoy our stores, it is equally essential to ensure a safe and supportive environment where our colleagues can work with vitality. As part of these efforts, we hereby establish the following policy on countermeasures against customer harassment.

Definition of Customer Harassment

“Customer harassment” refers to complaints or conduct from customers or others which, in light of the reasonableness of the demand, involve means or manners that are socially unacceptable and thereby harm the working environment of employees or the environment in which other customers use our stores. Such conduct includes, but is not limited to, the following.

• Prolonged detention or excessive complaints (loitering, repeated calls or visits, etc.)
• Threats, verbal abuse, or disruptive conduct in the store
• Persistent demands or nitpicking behavior
• Property damage or threatening actions
• Intimidating remarks or unreasonable demands for special treatment
• Defamation on social media or disclosure of personal information
• Excessive demands for refunds or compensation
• Stalking, obscene acts, or unauthorized photography / filming
• Unauthorized entry or other nuisance behavior

Policy on Countermeasures against Customer Harassment

Prioritizing the Safety and Health of Our Colleagues

We believe that safeguarding the physical and mental well-being of our colleagues directly contributes to delivering better service to our customers. Accordingly, TEAM POTOMAK will act in unison to respond appropriately to conduct falling under customer harassment.

Resolute Response to Customer Harassment

Where conduct deemed malicious is confirmed, we will take strict action in cooperation with the police, legal counsel, and other relevant professional bodies.

Valuing Customer Feedback

Constructive opinions and requests from customers are regarded as valuable opportunities for service improvement, and we will receive them sincerely and act accordingly.

Creating a Safe and Secure Environment

We will continue to develop and maintain an environment in which our colleagues can work safely and with peace of mind, thereby providing joy to our customers. Through the clarification of our corporate stance, the development of response manuals and reporting flows, staff education and training, and the establishment of consultation and reporting systems under this policy, we will strive to prevent and appropriately address customer harassment.