ProServe Refusing and Discontinuing Service 2 — Questions and Answers
Question 1: What is the 'DESC' method used for in refusing service?
- A type of drink recipe
- A communication framework: Describe the behaviour, Express concern, Suggest alternatives, and state Consequences (Correct answer)
- A method for counting drinks
- A type of identification check
Correct answer: A communication framework: Describe the behaviour, Express concern, Suggest alternatives, and state Consequences
DESC is an effective communication model for service refusal: Describe what you observe, Express your concern, Suggest alternatives (food, water, taxi), and state the Consequences if the behaviour continues.
Question 2: What is the most common mistake servers make when refusing service?
- Being too firm
- Waiting too long to intervene, hoping the situation will resolve itself (Correct answer)
- Cutting off too early
- Asking the customer's permission
Correct answer: Waiting too long to intervene, hoping the situation will resolve itself
The most common mistake is delaying intervention. Servers often hope the situation will improve on its own, but delay allows the customer to become more intoxicated and the situation more difficult to manage.
Question 3: How should a server handle a situation where a group pressures them to continue serving an intoxicated member?
- Give in to the group pressure
- Maintain the refusal firmly, explain the legal obligation, and enlist management support if needed (Correct answer)
- Serve the person secretly
- Ask the group to vote on it
Correct answer: Maintain the refusal firmly, explain the legal obligation, and enlist management support if needed
Group pressure does not change the legal obligation. The server should maintain the refusal firmly, explain the law applies regardless of peer support, and seek management backup if the group becomes aggressive.
Question 4: What legal protection does a server have when properly refusing service?
- No legal protection
- The law supports and requires servers to refuse service to intoxicated persons, providing legal backing for the refusal (Correct answer)
- Protection only applies to managers
- Legal protection requires a lawyer present
Correct answer: The law supports and requires servers to refuse service to intoxicated persons, providing legal backing for the refusal
Servers are not only legally protected but legally required to refuse service to intoxicated persons. The AGLC Act provides the legal framework that backs up a server's decision to refuse service.
Question 5: What should a server do if a refused customer becomes verbally abusive?
- Argue back to maintain authority
- Remain calm, do not engage in arguments, remove yourself from the situation if needed, and involve management or security (Correct answer)
- Apologize and resume serving them
- Threaten to call the police immediately
Correct answer: Remain calm, do not engage in arguments, remove yourself from the situation if needed, and involve management or security
When facing verbal abuse, the server should remain calm, avoid arguing or escalating the situation, step away if it becomes threatening, and involve management or security to handle the situation.
Question 6: Is it legal to physically remove an intoxicated patron from licensed premises?
- Yes, servers can use any force necessary
- Only reasonable force may be used if necessary, and it is preferable to have security or police handle physical removal (Correct answer)
- No, physical contact of any kind is illegal
- Only the licensee can physically remove someone
Correct answer: Only reasonable force may be used if necessary, and it is preferable to have security or police handle physical removal
While Alberta law allows reasonable force to remove a person from licensed premises if necessary, it is always preferable to have trained security personnel or police handle physical removal to minimize risk and liability.
ProServe Refusing and Discontinuing Service 2
What is the 'DESC' method used for in refusing service?