SIA Customer Service and Public Relations 2

Question 1

A customer is refused entry due to the venue's dress code. They become angry and argumentative. What is the best approach?

Accepted Answer

Remain calm, empathise with their frustration, clearly explain the dress code policy, suggest alternatives if possible (e.g., returning another night), and wish them a good evening

Answer

Match their tone and firmly tell them to leave

Answer

Ignore them until they leave

Answer

Call the police immediately

Question 2

During an incident at your venue, a journalist arrives and starts asking questions and filming. What should you do?

Accepted Answer

Politely decline to comment, direct them to the venue manager or designated press contact, and ensure they do not compromise the scene or customers' privacy

Answer

Give them a full account of what happened to get good publicity for the venue

Answer

Block their camera and tell them to leave immediately

Answer

Ignore them and continue with your duties

Question 3

You notice an intoxicated customer stumbling near the stairs inside the venue. What is the appropriate response?

Accepted Answer

Approach them calmly, assess their condition, ensure their immediate safety by guiding them away from the hazard, offer water, and arrange safe transport home if needed

Answer

Leave them alone as they are an adult and can look after themselves

Answer

Immediately eject them from the venue without assistance

Answer

Serve them coffee to sober them up

Question 4

What does 'social media reputation management' mean for a door supervisor?

Accepted Answer

Being aware that your actions may be filmed and shared online, so maintaining professional conduct at all times as your behaviour reflects on the venue

Answer

Posting about your work on social media to gain followers

Answer

Managing the venue's social media accounts

Answer

Monitoring customer social media posts about the venue

Question 5

A customer with a visible physical disability approaches the entrance. What is the correct approach?

Accepted Answer

Treat them as you would any customer, ask if they need any assistance, ensure the venue's accessibility features are available, and be aware of any specific needs for emergency evacuation

Answer

Refuse entry as they may be a safety risk in an emergency

Answer

Assume they need help and physically assist them without asking

Answer

Direct them to a different entrance away from the main queue

Question 6

A group of customers who have been refused entry start filming you on their phones and making provocative comments. How should you respond?

Accepted Answer

Remain calm and professional, maintain a neutral expression, do not rise to provocation, reiterate the reason for refusal politely, and remember the footage could be used as evidence of your professionalism

Answer

Turn away and refuse to engage with them at all

Answer

Demand they stop filming and threaten to confiscate their phones

Answer

Film them back on your own phone