SIA Customer Service and Public Relations 4

Question 1

What are the key indicators of modern slavery or human trafficking that a door supervisor might observe at a venue?

Accepted 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Individuals who appear controlled by another person, seem fearful or withdrawn, have signs of physical abuse, are unable to speak freely, or appear malnourished and poorly dressed

Answer

Customers who pay with foreign currency

Answer

Customers who do not speak English

Answer

Groups of people from the same country arriving together

Question 2

A customer has an anxiety attack inside the venue - they are hyperventilating, shaking, and appear terrified. What should you do?

Accepted 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

Answer

Tell them to stop being dramatic and calm down

Answer

Give them an alcoholic drink to calm their nerves

Answer

Immediately call an ambulance

Question 3

How should a door supervisor handle a situation where a regular customer complains about a new 'no trainers' dress code policy?

Accepted 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

Answer

Make an exception for regular customers

Answer

Tell them the policy has nothing to do with you

Answer

Suggest they speak to the manager and let them argue about it

Question 4

Under the Equality Act 2010, which of the following would constitute unlawful discrimination by a door supervisor?

Accepted Answer

Refusing entry to a group solely because of their race or ethnicity

Answer

Refusing entry to someone who is excessively intoxicated

Answer

Refusing entry to someone who does not meet the dress code

Answer

Refusing entry to someone who is underage

Question 5

A customer asks you to call them a taxi because they feel unsafe walking home alone at night. What should you do?

Accepted 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

Answer

Tell them it is not your job and they should use a taxi app

Answer

Tell them to wait inside and someone will deal with it eventually

Answer

Give them directions to the nearest taxi rank and send them on their way

Question 6

What is the 'Ask for Angela' scheme and how does it relate to a door supervisor's role?

Accepted 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

Answer

It is a staff rota system for finding a colleague named Angela

Answer

A customer feedback programme where customers ask for the manager Angela

Answer

A police operation targeting drink spiking in bars