SIA Customer Service and Public Relations 4 — Questions and Answers
Question 1: What are the key indicators of modern slavery or human trafficking that a door supervisor might observe at a venue?
- Customers who pay with foreign currency
- Individuals who appear controlled by another person, seem fearful or withdrawn, have signs of physical abuse, are unable to speak freely, or appear malnourished and poorly dressed (Correct answer)
- Customers who do not speak English
- Groups of people from the same country arriving together
Correct answer: Individuals who appear controlled by another person, seem fearful or withdrawn, have signs of physical abuse, are unable to speak freely, or appear malnourished and poorly dressed
Modern slavery indicators include: individuals appearing to be controlled by another person, fearful or anxious behaviour, signs of physical abuse or neglect, inability to speak freely or making eye contact, appearing malnourished or exhausted, not having personal documents, and seeming unaware of their location. Door supervisors should report concerns to police or the Modern Slavery Helpline (08000 121 700).
Question 2: A customer has an anxiety attack inside the venue - they are hyperventilating, shaking, and appear terrified. What should you do?
- Tell them to stop being dramatic and calm down
- Guide them to a quiet area, speak calmly and reassuringly, encourage slow breathing, do not crowd them, ask if they have medication or someone with them, and stay with them until they recover (Correct answer)
- Give them an alcoholic drink to calm their nerves
- Immediately call an ambulance
Correct answer: Guide them to a quiet area, speak calmly and reassuringly, encourage slow breathing, do not crowd them, ask if they have medication or someone with them, and stay with them until they recover
Panic and anxiety attacks can be frightening but are generally not life-threatening. Move the person to a quieter area away from crowds, speak in a calm and reassuring voice, encourage slow deep breathing, and give them space. Ask if they have medication (some people carry prescribed anti-anxiety medication), if they are with someone, and if this has happened before. Stay with them until they feel better. Call for medical help if symptoms persist or worsen.
Question 3: How should a door supervisor handle a situation where a regular customer complains about a new 'no trainers' dress code policy?
- Make an exception for regular customers
- Acknowledge their loyalty and frustration, explain the policy applies equally to everyone, empathise with the inconvenience, and suggest they check the venue's social media or website for updated dress code information before future visits (Correct answer)
- Tell them the policy has nothing to do with you
- Suggest they speak to the manager and let them argue about it
Correct answer: Acknowledge their loyalty and frustration, explain the policy applies equally to everyone, empathise with the inconvenience, and suggest they check the venue's social media or website for updated dress code information before future visits
Regular customers may feel entitled to exceptions, but policies must be applied consistently. Acknowledge their loyalty ('We really appreciate you coming here regularly'), empathise with their frustration, explain the policy applies to everyone equally, and offer practical help for next time. This approach maintains the relationship while upholding the policy without favouritism.
Question 4: Under the Equality Act 2010, which of the following would constitute unlawful discrimination by a door supervisor?
- Refusing entry to someone who is excessively intoxicated
- Refusing entry to a group solely because of their race or ethnicity (Correct answer)
- Refusing entry to someone who does not meet the dress code
- Refusing entry to someone who is underage
Correct answer: Refusing entry to a group solely because of their race or ethnicity
The Equality Act 2010 protects people from discrimination based on nine protected characteristics: age, disability, gender reassignment, marriage/civil partnership, pregnancy/maternity, race, religion/belief, sex, and sexual orientation. Refusing entry solely based on race or ethnicity is direct discrimination and is unlawful. Legitimate reasons for refusal (intoxication, age verification, dress code, capacity) are not discriminatory.
Question 5: A customer asks you to call them a taxi because they feel unsafe walking home alone at night. What should you do?
- Tell them it is not your job and they should use a taxi app
- Help them by calling a reputable taxi company, wait with them until the taxi arrives, note the taxi registration, and ensure they get in safely (Correct answer)
- Tell them to wait inside and someone will deal with it eventually
- Give them directions to the nearest taxi rank and send them on their way
Correct answer: Help them by calling a reputable taxi company, wait with them until the taxi arrives, note the taxi registration, and ensure they get in safely
Customer safety extends beyond the venue doors. Helping a vulnerable customer get home safely is part of good customer service and duty of care. Call a reputable taxi firm, wait with the customer, and note the taxi's registration number. Many venues maintain a list of approved taxi companies. This demonstrates that the venue genuinely cares about customer welfare.
Question 6: What is the 'Ask for Angela' scheme and how does it relate to a door supervisor's role?
- It is a staff rota system for finding a colleague named Angela
- A safety initiative where customers who feel unsafe on a date or in a social situation can discreetly ask bar staff to 'Ask for Angela', signalling they need help to leave safely (Correct answer)
- A customer feedback programme where customers ask for the manager Angela
- A police operation targeting drink spiking in bars
Correct answer: A safety initiative where customers who feel unsafe on a date or in a social situation can discreetly ask bar staff to 'Ask for Angela', signalling they need help to leave safely
'Ask for Angela' is a UK-wide safety initiative. If a customer feels unsafe on a date or in a social situation, they can approach staff and 'Ask for Angela.' This is a discreet code phrase signalling they need help. Staff should then assist them by calling a taxi, reuniting them with friends, or helping them leave safely. Door supervisors should be aware of this scheme and ready to support colleagues in responding to it.
SIA Customer Service and Public Relations 4
What are the key indicators of modern slavery or human trafficking that a door supervisor might observe at a venue?