You are working alone at a small pub. A customer becomes verbally aggressive after you refuse them service due to intoxication. What is your immediate priority?

Question: You are working alone at a small pub. A customer becomes verbally aggressive after you refuse them service due to intoxication. What is your immediate priority?

Answer options:

• Continue to argue with the customer to assert your authority.
• Call the police immediately, even if the situation isn't physically violent yet. ✅ Ensure your personal safety and the safety of other patrons.
• Try to de-escalate the situation by offering them one last, small drink.

Correct answer: Ensure your personal safety and the safety of other patrons.

Explanation: When dealing with an aggressive intoxicated customer, the immediate priority for any server is the personal safety of themselves and other patrons. De-escalation techniques should be used, and if safety is threatened, seeking help (e.g., manager, police) is crucial. Arguing further (A) will likely escalate the situation. Calling the police immediately (B) might be necessary but safety comes first. Offering more alcohol (D) is illegal and irresponsible.