They're quick to take offense at small things and their ‘rage’ switch is turned on. Then they vent the anger on workers who can’t talk back.

Some of them are just nutters. But I suspect that most of them, impotent and downtrodden, are searching around to vent their feelings on the weakest possible person (much like other criminals). But this is also more prevalent in a bullying culture, where everyone has their place in the pecking order and anyone ranked beneath you can be treated like scum.

Police shouldn't need to be involved with this kind of problem unless things get violent. Managers need to back their workers, full stop. If necessary, screaming back at such customers to shut up, get out and not come back, or threatening to have them escorted off the property by ever-present security guards. This is an amusing idea given that the overwhelming majority of bleating customers and guards are older guys.

When ‘gaman’ is the modus operandi to create a harmonious society, some people are just gunna pop. Entitling crazy people by being subservient all the time, ie the customer is always right, just creates monsters. A bit of individual mettle, when dealing with nutters would help. Bosses need to back up their staff and stop worrying so much about crazy claimers. By standing up to these lost souls you may actually be doing them a favor, hows that for extra incentive?

One of my in-laws is a Japanese male in his 60s. I've been shopping or to restaurants with him numerous times over the years. He will blow up at the slightest hint that something in the transaction has not gone impeccably smooth. I've seen him make teenage girls on what was probably the first day on the job cry over ridiculously trifling things. He just has no sense of shame or proportionality about it when he feels the staff have made a mis-step.

I can't stand that type of person and just my experience with him makes me understand just how awful it is to work in the service industry in Japan where a lot of customers act like that. Even if 99% of customers are great, that means you'll still have to deal with the 1% abusive customers on a regular basis. And in Japan, its way more than 1%. Its an absolutehell hole for workers having to deal with that type of abuse on a daily basis in a job that barely pays them minimum wage.

Businesses should be supporting their staff when faced with this abuse. Especially now when recruiting and retaining staff is very difficult, especially in the service industry.

Dealing with it is a tricky business. Yes, managers have an obligation to protect their workers (and to save other, normal customers from shouting as well). On the other hand, it has become much, much trickier in the age of the internet. Social media, blogs, and user review sites (like Tabelog) all give the nutters a much louder voice and a much wider audience. Negative reviews do carry weight - not every potential customer is going to sift through 20 comments and determine an average. Many look at the one on top and then make a decision from there.

One gaijin guy for example went ballistic when staff brought him a fork instead of chopsticks.

Reminds me of a spirit-sapping incident I had in a conbini last year when buying pasta salad

Staff: Do you want a fork or chopsticks with this?

Me: Chopsticks please

(staff put fork in the bag)

Me: That's not chopsticks

Staff: We always give forks to foreigners

Me: So why did you ask me?

Staff: We've been told to ask everyone

On the rare occasion I have to get (overpriced) milk from a convini they always put a straw in the bag. Although this is really stupid and I have to tell them everytime I do not want a straw, I am able to articulate this politely and without shouting. So many people are simmering with anger, rather than deal with it they lash out at anyone they believe is of 'lower' status - anything but challenge the status quo. On my recent visit home I saw the anger in society has got worse, but at least people mostly articulate it at deserving targets, rather than lash out at innocent people.

@Clippety I can imagine that conversation continued...

Me: And have you also been told to give forks to people who ask for chopsticks?

Staff: We always give forks to foreigners.

Yeah, I know, but my question is have you also been told to give forks to people who ask for chopsticks?

Staff: We always give forks to foreigners.

I don't want a fork, I want chopsticks.

Staff: We always give forks to foreigners.

Me: Now this really pisses me off to no end.

Staff: We always give forks to foreigners.

Me: I will cancel this purchase of pasta salad unless you give me chopsticks instead of the fork.

Staff ( cancels purchase ) : Thank you very much.

@Serrano, Haha! Yeah it was another 'Cann-not Com-pute' moment that staff often seem to have in banks & government offices. You know how it is though, after you've been here a while you just sigh, shrug, go home and then buy it on Amazon.

Even if 99% of customers are great, that means you'll still have to deal with the 1% abusive customers on a regular basis. And in Japan, its way more than 1%. 

I don't know the percentages, but I worked in the service industry in the US, and I can assure you that these cretins are everywhere. They include respected politicians, celebrities, and professionals as well. Money doesn't buy class. You see a person's true character in how he/she deals with the people who can't fight back.

Oh, I remember the time I was working in a ryokan serving dinner. Went to another task after serving a bowl of rice to a group of old men. Not even a minute after one of them called my attention to complain that it was my hair which was on his bowl of rice. My hair was a bit long and just had it permed while the hair on his bowl was straight and not even an inch long. Just took the bowl and replace it with a new one and heard his group laughed as soon as I turned my back. What else can I do? It was a service job and It was part of the job to be polite no matter what.