Refusing and Discontinuing Service Flashcards

What non-verbal techniques can help de-escalate a service refusal situation?

Answer: Maintaining open body language, speaking at eye level, keeping a calm tone, and maintaining appropriate distance

Open body language, speaking at eye level (not standing over someone), maintaining a calm and steady tone, and keeping an appropriate but non-threatening distance all help de-escalate tense situations.

What is the 'broken record' technique in the context of service refusal?

Answer: Calmly and consistently repeating the same refusal message without engaging in arguments or justifications

The broken record technique involves calmly and consistently repeating your refusal without being drawn into arguments. For example, repeatedly stating 'I am not able to serve you more alcohol tonight' despite the customer's protests.

Why is it important to avoid arguing about how many drinks a customer has had?

Answer: Arguments about drink counts are unproductive; the focus should be on observable signs rather than disputed quantities

Arguing about the number of drinks consumed is counterproductive and shifts focus from the real issue. What matters legally and practically are the observable signs of intoxication, not an agreed-upon drink count.

What is the proper way to handle a VIP or high-spending customer who becomes intoxicated?

Answer: Apply the same responsible service standards regardless of the customer's status or spending level

Responsible service obligations apply equally to all patrons regardless of their status, spending level, or fame. VIPs do not have special legal immunity from intoxication laws, and serving them carries the same liability.

What is the importance of offering specific alternatives when refusing service?

Answer: Offering specific alternatives like coffee, water, food, or calling a ride shows care and provides the customer with positive options

Offering specific alternatives softens the refusal, shows the customer you care about their wellbeing, and gives them constructive options. It changes the conversation from what you are denying to what you can provide.

What should a server do if a manager instructs them to continue serving an intoxicated customer?

Answer: The server should explain their legal obligation to refuse service and, if the manager insists, document the incident

Servers have a personal legal obligation to refuse service to intoxicated persons. If a manager instructs otherwise, the server should explain the legal requirement and document the situation. Following an illegal instruction does not remove personal liability.