Serve It Right Saskatchewan Practice Test · Question
A customer is exhibiting signs of intoxication, and you have stopped serving them. They become angry and verbally abusive. How should you respond?
When faced with an angry or abusive intoxicated customer, it is essential to remain calm, explain the reason for refusal (e.g., 'I cannot serve you more alcohol
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Question: A customer is exhibiting signs of intoxication, and you have stopped serving them. They become angry and verbally abusive. How should you respond?
Answer options:
- Engage in an argument to assert your authority.
- Ignore them and serve other customers. ✅ Remain calm, explain the reason for refusal, and seek assistance from a manager or security.
- Threaten to call the police if they don't calm down.
Correct answer: Remain calm, explain the reason for refusal, and seek assistance from a manager or security.
Explanation: When faced with an angry or abusive intoxicated customer, it is essential to remain calm, explain the reason for refusal (e.g., 'I cannot serve you more alcohol because you appear to be intoxicated'), and then seek assistance from a manager or security. Engaging in an argument or ignoring the situation can escalate the conflict, while immediately threatening the police might worsen the customer's behaviour. Your safety and de-escalation are priorities.
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