Customer Interaction and Safety Flashcards
6 cards from real SMART SERVE practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 6 Customer Interaction and Safety flashcards as text
A patron becomes aggressive after being cut off from alcohol service. What is the recommended approach?
Answer: Remain calm, speak respectfully, explain the legal requirement, and offer alternatives like food or non-alcoholic drinks
De-escalation is key: stay calm, use a respectful tone, explain it's a legal requirement (not personal), and offer alternatives. If the patron becomes threatening, involve management or security.
A patron trips and falls in the establishment. What should the server do first?
Answer: Check if the patron is injured and provide first aid if needed
The server should first check for injuries and provide appropriate assistance. An incident report should be completed, and if injuries are serious, EMS should be called.
What is 'duty of care' in the context of serving alcohol?
Answer: The legal obligation to take reasonable steps to prevent foreseeable harm to patrons and others
Duty of care is the legal obligation of servers and establishments to take reasonable steps to prevent foreseeable harm that could result from alcohol service, including over-service.
A patron who has been drinking wants to drive home. What should the server do?
Answer: Offer alternatives: taxi, designated driver, public transit, or offer to call someone
Servers should actively offer alternatives to impaired driving: arranging a taxi, helping contact a designated driver, suggesting public transit, or offering to call a friend or family member.
A regular patron tells the server they're taking medication but still want to order a beer. What should the server consider?
Answer: Consider that alcohol can interact dangerously with many medications and may accelerate intoxication
Many medications interact with alcohol, potentially causing dangerous side effects or accelerating intoxication. Servers should be extra vigilant monitoring this patron for signs of impairment.
What is the recommended way to handle a patron who is becoming verbally abusive to other customers?
Answer: Approach the patron calmly, set clear behavioral expectations, and involve management if behavior continues
Address the behavior calmly and privately if possible. Set clear expectations ('we need everyone to feel comfortable here'). If behavior continues, management should handle removal.