Key Takeaways
- Stay calm, use "I" statements, and focus on safety
- Don't argue about how much they've had
- Involve manager when customer becomes aggressive or you feel threatened
- Call police if intoxicated customer drives away
- Always offer to help arrange safe transportation
Last updated: January 2026
4.2 Handling Difficult Situations
Even with the best techniques, some customers will become upset when cut off. Knowing how to handle difficult situations protects you, other customers, and the establishment.
Dealing with Angry Customers
Stay Calm:
- Keep your voice low and even
- Don't match their anger
- Use their name if you know it
- Maintain a respectful tone
Use "I" Statements:
- "I'm concerned about your safety"
- "I would feel terrible if something happened to you"
- "I need to follow company policy"
Avoid:
- Arguing about how much they've had
- Getting defensive
- Making threats
- Physical contact
When Customers Argue
Common objections and responses:
| Customer Says | You Can Say |
|---|---|
| "I'm not drunk!" | "I'm not saying you are, but I'm concerned about your safety." |
| "I'll sue you!" | "I understand you're upset. My concern is your safety." |
| "I've been coming here for years!" | "And we appreciate your business. That's why we want you safe." |
| "I'm a better driver after a few drinks!" | "I'm sure you feel that way, but I can't take that risk." |
Handling Group Pressure
When friends pressure you to keep serving:
- Speak to the intoxicated person privately
- Explain to friends: "I need to help your friend stay safe"
- Ask friends to help arrange transportation
- Remain firm even if the group is upset
When to Involve Others
Involve a manager when:
- The customer becomes verbally aggressive
- You feel threatened
- The customer refuses to leave
- Other customers are affected
Involve security/police when:
- The customer becomes physically aggressive
- There's a threat of violence
- The customer drives away intoxicated (call police, not to report the customer, but to prevent harm)
Safe Transportation Options
Always offer to help arrange safe transportation:
- Call a taxi or rideshare (Uber, Lyft)
- Call a friend or family member
- Help them find a designated driver
- Some areas have safe ride programs
Remember: Your goal is to get them home safely, not to punish them.
Test Your Knowledge
A customer argues "I'm not drunk!" when you refuse service. What is the best response?
A
B
C
D
Test Your Knowledge
When should you involve a manager?
A
B
C
D
Test Your Knowledge
What should you do if an intoxicated customer drives away?
A
B
C
D