SIA Customer Service and Public Relations 3 — Questions and Answers
Question 1: What are the key signs that a customer may be experiencing a mental health crisis?
- They are wearing unusual clothing
- Extreme agitation or distress, confusion, disorientation, talking to themselves, expressing thoughts of self-harm, withdrawn and unresponsive behaviour, or sudden changes in behaviour (Correct answer)
- They are sitting alone at the bar
- They have asked for the Wi-Fi password multiple times
Correct answer: Extreme agitation or distress, confusion, disorientation, talking to themselves, expressing thoughts of self-harm, withdrawn and unresponsive behaviour, or sudden changes in behaviour
Mental health crises can present in many ways: extreme anxiety or panic attacks, confusion or disorientation, expressing suicidal thoughts, hearing voices, severe emotional distress, withdrawal, or erratic behaviour. Door supervisors should approach with compassion, speak calmly, listen without judgement, and seek help from mental health services or emergency services if there is a risk of harm.
Question 2: A customer tells you they are feeling suicidal. What is the appropriate immediate response?
- Tell them to cheer up and enjoy their night out
- Take them seriously, stay with them, listen without judgement, ask if they have a plan, and call emergency services (999) or direct them to Samaritans (116 123) while keeping them safe (Correct answer)
- Tell them they should not be out if they feel that way
- Ignore the comment as they are probably just drunk
Correct answer: Take them seriously, stay with them, listen without judgement, ask if they have a plan, and call emergency services (999) or direct them to Samaritans (116 123) while keeping them safe
Any mention of suicide must be taken seriously. Stay with the person, listen without judgement, and do not dismiss their feelings. Ask direct questions about their safety. Call 999 if there is an immediate risk. Provide the Samaritans number (116 123, available 24/7). Do not leave them alone. You do not need to be a mental health professional to show compassion and get them connected to appropriate support.
Question 3: What is 'safeguarding' in the context of a door supervisor's role?
- Guarding the safe where the venue's cash is kept
- Protecting the welfare of children and vulnerable adults by being alert to signs of abuse, exploitation, or neglect and knowing how to report concerns (Correct answer)
- Safeguarding the venue's alcohol stock from theft
- Protecting the venue's CCTV footage from deletion
Correct answer: Protecting the welfare of children and vulnerable adults by being alert to signs of abuse, exploitation, or neglect and knowing how to report concerns
Safeguarding is everyone's responsibility, including door supervisors. It involves being alert to signs that children or vulnerable adults may be at risk of harm, abuse, or exploitation. This includes signs of child sexual exploitation (CSE), modern slavery, county lines drug dealing, and vulnerable adults being targeted. Concerns should be reported to venue management and, if necessary, to police or local authority safeguarding teams.
Question 4: You observe an older man at the venue buying drinks for a group of young people who appear to be underage. What safeguarding concern does this raise?
- No concern - adults can buy drinks for whoever they want
- Potential child sexual exploitation (CSE) or grooming, and the supply of alcohol to minors (Correct answer)
- A minor licensing breach that only requires a verbal warning
- This is only a concern if the young people look uncomfortable
Correct answer: Potential child sexual exploitation (CSE) or grooming, and the supply of alcohol to minors
This scenario raises multiple safeguarding concerns. An adult buying alcohol for people who appear underage may constitute supplying alcohol to minors (a criminal offence under the Licensing Act 2003). More seriously, it could be an indicator of child sexual exploitation (CSE) or grooming behaviour. Door supervisors should intervene to check IDs, report concerns to management, and if CSE is suspected, contact police.
Question 5: How should a door supervisor create a welcoming environment at a venue?
- By standing silently at the door and only speaking when spoken to
- By maintaining a visible but approachable presence, greeting customers warmly, offering directions and information, being helpful and courteous, and treating all customers with equal respect (Correct answer)
- By memorising regular customers' names and giving them preferential treatment
- By staying inside the venue rather than standing at the door
Correct answer: By maintaining a visible but approachable presence, greeting customers warmly, offering directions and information, being helpful and courteous, and treating all customers with equal respect
Creating a welcoming environment starts at the door. Greet customers with a smile and friendly manner, offer helpful information (cloakroom location, facilities, event details), be approachable for questions, and treat everyone equally regardless of appearance. A welcoming door team sets the tone for the entire venue experience and can reduce conflict, as customers who feel respected are more likely to behave respectfully.
Question 6: A customer in a wheelchair needs to evacuate the venue during a fire alarm. What should you do?
- Carry them down the stairs immediately
- Guide them to a designated refuge point (safe waiting area), inform the fire service of their location, and stay with them or ensure someone does until firefighters arrive to assist (Correct answer)
- Tell them to wait until everyone else has evacuated
- Leave them as the fire brigade will find them
Correct answer: Guide them to a designated refuge point (safe waiting area), inform the fire service of their location, and stay with them or ensure someone does until firefighters arrive to assist
Most venues should have designated refuge points - structurally protected areas where wheelchair users and others with mobility issues can wait safely during evacuation. Guide the customer to the nearest refuge point, inform the fire service of their exact location, and ensure someone stays with them to provide reassurance and updates. Evacuation chairs may be available but should only be used by trained personnel.
SIA Customer Service and Public Relations 3
What are the key signs that a customer may be experiencing a mental health crisis?