1. How to refuse service in a difficult situation Use the steps of T-A-K-E C-A-R-E T ell early A void put-downs K eep calm E ver courteous C larify refusal A lternatives R eport E cho

2. 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.

3. 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”

4. 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

5. 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”.

6. 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.

7. 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

8. 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

9. 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

10. 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

11. 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

12. THE CUSTOMER CIRCLE New 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