SIA Customer Service and Public Relations 6

Question 1

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

Accepted 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

Answer

Ignore it unless the customer complains directly

Answer

Move the vulnerable customer to a different area of the venue

Answer

Tell the vulnerable customer they should leave for their own safety

Question 2

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

Accepted Answer

Listen, Empathise, Ask, Paraphrase, Summarise

Answer

Look, Evaluate, Assume, Proceed, Stop

Answer

Lead, Engage, Arrest, Prosecute, Sentence

Answer

Learn, Examine, Analyse, Plan, Solve

Question 3

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?

Accepted 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

Answer

Tell her she is probably imagining it

Answer

Tell her to ignore them and enjoy her night

Answer

Ask her what she did to attract the attention

Question 4

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

Accepted 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

Answer

None - once they leave the premises, they are no longer the venue's responsibility

Answer

Give them a coffee and let them leave when they feel ready

Answer

The venue should physically restrain them until they sober up

Question 5

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

Accepted 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

Answer

Allow entry and monitor them inside

Answer

Tell them drugs are illegal and threaten to call the police

Answer

Ignore the signs and let them in to avoid confrontation

Question 6

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

Accepted 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

Answer

Having a high IQ score

Answer

Being able to memorise all the venue's rules and policies

Answer

Knowing when to use physical force