Refusal of Service Techniques Flashcards
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Read the first 7 Refusal of Service Techniques flashcards as text
When refusing service to an intoxicated customer, what is the MOST important first step a server should take?
Answer: Remain calm and speak in a non-confrontational tone
Remaining calm and non-confrontational reduces escalation and helps resolve the situation safely without creating additional conflict.
Which phrase is MOST appropriate when refusing service to an intoxicated patron?
Answer: 'I'm sorry, but I'm not able to serve you any more alcohol tonight.'
Using 'I' statements and apologetic language is less confrontational and helps maintain the customer's dignity while clearly communicating the refusal.
After refusing service to a customer, what should a server do next to handle the situation professionally?
Answer: Offer a non-alcoholic alternative or food
Offering non-alcoholic alternatives or food shows genuine concern for the customer's wellbeing while maintaining a professional and caring approach.
Which of the following is an example of a proactive 'soft refusal' technique?
Answer: Offering to bring food first and slow down drink service
Offering food or deliberately slowing drink service is a proactive soft refusal that addresses overconsumption before an outright refusal becomes necessary.
When a customer becomes argumentative after being refused service, the server should:
Answer: Calmly repeat the refusal without providing lengthy explanations
Calmly repeating the refusal without lengthy explanations avoids giving the customer ammunition for argument and demonstrates firm, consistent policy.
Who should a server notify IMMEDIATELY after refusing service to an intoxicated customer?
Answer: A manager or supervisor on duty
Management must always be notified of a refusal so they can provide staff support, document the incident, and assume authority if the situation escalates.
What is the PRIMARY purpose of documenting a refusal of service incident in writing?
Answer: To create a legal record that protects the establishment from dram shop liability
Written documentation creates a legal record demonstrating the establishment acted responsibly, which is essential protection against dram shop liability claims.