Question

Q Read The Question You are required to verbally refuse alcohol to a difficult customer showing signs of intoxication. In the video below you will witness the difficult customer not accepting your refusal of service and insisting that she can be served. After watching the video below of this difficult customer, consider the following points when verbally refusing her again: Use a firm voice -Use politeness in your response State the legal consequences and make the patron aware of the appropriate signage about responsible drinking in the venue by pointing out signage. Explain to the customer that they are welcome back another time You can offer a non alcoholic drink And finally, use conflict resolution skills and refer this difficult situation to an appropriate person in the venue. This might be your manager, security staff or senior member of staff working along side you. You must include all six (6) dot points above in your verbal answer below

Answer 1

The situation can land up in a most embarrassing and harmful environment if not handled properly

To deal with these type of patient stop or reduce the serving,offer food,get support of customer group to back you,provide non alcoholic drinks.

• There should be a firm tone and no sounding or raising voice against the customer.Simultaneously be gentle ,soft, confident and firm to refuse
• Talk politely, don't talk or refuse in front of others this may make her anger,aggressive or feel sad or depressed for refusal
• Make the patron understand that the employee may loose the job or is serving against law.Inform the customer about intoxication and serving more may make him st and in front of jurisdiction ,pay fine,or loose job.
• It will be a pleasure for me to offer a drink next time to a customer like you
• Suggest for non alcoholic drink with olive branch to slower the absorption of alcohol
• Finally render support by asking whether they need assistance to reach home or can they book a cab or taxi for them to reach home safely without any hassle .If cudtomer is accepting call for the security to help customer.If refuses seek help of immediate senior and manager to make the customer feel respected and leave the premises.