How to refuse service in a difficult situationUse the steps of T-A-K-E C-A-R-E• Tell early• Avoid put-downs• Keep calm• Ever courteous• Clarify refusal• Alternatives• Report• Echo

Tell early

if the situation has been monitored properly, and the early signs of intoxication recognised, then this is the time to act. Slowing service,suggesting food, aquiet word of warning can prevent little problems growing into big problem. Try getting a more sober member in the group to warn the offending person.

Avoid put-downs

Don’t be judgemental. Don’t say things like “ you’re drunk” or “ you’ve had too much to drink” don’t scold the customer, try to agree with them where possible “ i agree you’re not drunk, if you were i’d have to ask you to leave. I’m trying to prevent that”

Keep calm

Your tone of voice is very important. You need to have a firm voice without being aggresive. Never raise you voice. Behaviour breeds behaviour. You can calm them down if you remain calm yourself

Ever courteous

Coustomer service demands that staff respect their coustomers. Be polite. Tell it from your point of view: “ i’m sorry ‘if i served you another drink i’d be breaking the law. “ I’m sorry ,if i served you another drink i could lose my job. “ I’m concered about your safety”.

Clarify refusal

Explain why service is being refusal. Remember to focus on the behaviour, not the individual. Sometime a customer may think they are being barred from premised. Explain that they are welcome back tomorrow, if they behave.

alternative

Offer them a way to back out with their dignity intact. A warning that this will be the last drink for a while may allow them to “save face” in front of their friend. Offer to call a taxi.switch customers to low or non-alcoholic drinks

Report

Make sure that other staff,and other shiff are aware of what happened. Record the incident in the incident record book. If the customer injures himself, or a third party, after leaving the premises, the record may assist in any civil action later brought

Echo

If the customer is a regular, staff can quietly reinforce the massage when they return. They will usually be in a more receptive state to hear and understand why the action was taken. The customers may even thank staff for looking after them

Service attitudes• You are a representative• Are you genuinely pleased to see customers and to

serve them• Greet customers as they arrive• Accept cultural differences• Learn to read your customers• Take an interest in what customers order• Choose the style of service that fits• Regardless of how relaxed your bar is, you must

always keep a professional reserve• Participate only if asked• Listen attentively, observe and ask appropriate

question• Question only to break the ice, not for your curiosity• Be a good host, treat customers like guest in your

home

Service personnel are important too• You make the initial costumer contact, create

an impression that influence the customers on how they feel about the whole place (first impressions count)

• You can provide the customer with information and help concerning the drinks/wine, menu and knowledge of the local area

• You can make the customer feel welcome and relaxed in what may first appear to them an unfamiliar environment

• You can help work-mates, so they can also improve customer service and hance the reputation of the establismnet

THE CUSTOMER CIRCLENew customers come because

they are told how good it is

They return and become

regulars

As regulars they become

loyal

All customers enjoy their visit and spend more