Customer Service and Public Relations Flashcards

A customer who appears to have learning difficulties is being mocked by a group inside the venue. What is the appropriate response?

Answer: Intervene promptly, address the group about their behaviour, check on the welfare of the vulnerable customer, and take further action including ejection of the group if the behaviour continues

Venues have a duty of care to all customers, particularly vulnerable individuals. Harassment based on disability is unlawful under the Equality Act 2010 and constitutes a hate crime. Intervene promptly and professionally, address the group's behaviour directly, check on the welfare of the targeted customer, and escalate to ejection or police involvement if necessary. Never move or remove the victim rather than addressing the perpetrators.

What is the LEAPS model of communication used in conflict resolution?

Answer: Listen, Empathise, Ask, Paraphrase, Summarise

LEAPS is a communication model taught in SIA training: Listen (give your full attention), Empathise (show you understand their feelings), Ask (ask questions to understand the situation), Paraphrase (repeat back what they have said in your own words to confirm understanding), and Summarise (outline the situation and agreed actions). This model is highly effective for de-escalating complaints and conflicts.

A lone female customer appears distressed and tells you someone inside the venue has been following her and making her feel uncomfortable. How should you respond?

Answer: Take her concern seriously, move her to a safe location, get a description of the person, investigate using CCTV and colleagues, offer to help her leave safely or contact police, and ensure the alleged perpetrator is identified and monitored or removed

All reports of harassment or stalking behaviour must be taken seriously. Move the customer to a safe area, gather information calmly, investigate the allegation using CCTV and other staff, and take appropriate action. This may include warning or ejecting the alleged perpetrator, calling police, and ensuring the customer can leave safely. The 'Ask for Angela' scheme also supports this type of situation.

When a customer is leaving the venue and is clearly too intoxicated to look after themselves, what is the venue's duty of care?

Answer: The venue should take reasonable steps to ensure the customer's safety, such as arranging a taxi, contacting friends or family, or alerting police if they are in danger

Duty of care extends beyond the venue's doors. Courts have found venues liable where intoxicated customers have come to harm after leaving without reasonable steps being taken. Reasonable steps include helping arrange transport, contacting friends or family, providing water and a safe waiting area, and in extreme cases, alerting police or ambulance services. This also protects the venue's licence.

What is the best way to handle a situation where a customer requests entry but appears to be under the influence of drugs?

Answer: Refuse entry diplomatically, explaining your concern for their welfare and the safety of other customers, suggest they get some fresh air and water, assess whether they need medical attention, and do not leave them in a vulnerable state outside

A person showing signs of drug use should be refused entry as they pose a risk to themselves and others, and their presence could compromise the venue's licence. Handle the refusal with empathy and concern for their welfare rather than judgement. Assess whether they need medical attention, suggest water and fresh air, check if they are with friends, and do not simply turn them away if they are vulnerable.

Which of the following best describes the concept of 'emotional intelligence' as applied to a door supervisor's role?

Answer: The ability to recognise, understand, and manage your own emotions and those of others, enabling you to handle interpersonal situations effectively and with empathy

Emotional intelligence (EI) is crucial for door supervisors. It involves self-awareness (understanding your own emotional triggers), self-regulation (controlling your responses under pressure), empathy (understanding customers' emotions), and social skills (communicating effectively and de-escalating conflict). High EI enables door supervisors to manage difficult situations without unnecessary escalation and provide excellent customer service.