11 Dos and Don'ts of Refusing Service Under QLD RSA Regulations
11 Dos and Don'ts of Refusing Service Under QLD RSA Regulations
How can 'customer service' staff refuse service?
One of the things that strikes most people initially completing their Queensland RSA course is that refusing service will be more difficult than the law makes it seem! See somebody drunk? Just refuse to give them any more alcohol. However, for staff that are trained to be courteous to patrons, and have the motto that 'the customer is always right' strongly fixed in their mind, refusal of service can ruin an entire shift ... especially considering that customers often believe they are 'always' right as well! Today we look at 11 tips for refusing service when required by Queensland RSA regulations.
Remember the Law
The law requires you to refuse to serve alcohol to somebody that is intoxicated, as you would have learned in your Queensland RSA. Simply reminding yourself of this fact can help you do what you need to do.
Know Your Rights
It is not only when a person is obviously intoxicated that you CAN refuse service, if your house policy allows it. The Queensland law also allows for you to refuse service if a person may put their safety in jeopardy (for example, you know that they'll be driving home), if they are becoming belligerent and putting other patrons safety at risk, or for civil liability purposes.
Say That "You're Not Able"
Don't make it a matter of your personal judgment. Make it clear through your language that you are doing what you are required to do; you're not simply 'picking on' the person.
Repeat If Necessary
If your patron doesn't take no for an answer, the first step is simply to repeat that you cannot serve them any more alcohol.
Offer an Alternative
Most bars and clubs with responsible house policies will have a range of non-alcoholic drinks that patrons can order, and also have ice water available free on request. Ask the patron if they'd like something else.
Get a Supervisor
If the patron continues to order alcoholic drinks, get your supervisor or the senior staff member on duty. Your Queensland RSA will have taught you how to combine the law with house rules. The senior staff member will either personally ask them to leave, or have security escort them off the premises if they continue to order alcoholic drinks.
Be Polite
Even if your customer becomes belligerent, remember to be polite. Other patrons will be watching the way you handle the incident.
Explain the Physical Reason for Refusal of Service
For example, you might say that a patron's inability to walk straight, their slurred words and difficulty in holding their glass indicate they are intoxicated, and you cannot serve them according to Queensland RSA regulations.
Record the Incident
Your QLD RSA course will have taught you how to record incidents of refusal of service.
If They Raise Their Voice, Lower Yours
This is an excellent tactic for defusing the situation.
Remember That Slurring Doesn't Always Equal Drunkenness
Your Queensland RSA course will have taught you many different signs of drunkenness. Remember that the presence of one in isolation doesn't necessarily mean that a person is drunk - some medications may cause red eyes, and several medical conditions may cause people to slur their words.
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