Have you ever dealt with intoxicated customers? How did you handle the situation?

Sample answer to the question

Yes, I have dealt with intoxicated customers in my previous bartending experience. One specific time, there was a customer who had clearly consumed too much alcohol and was becoming loud and disruptive. I approached the situation calmly and politely, ensuring that the customer felt heard and respected. I offered them a glass of water to help calm them down and suggested they take a break from further drinking. I also discreetly communicated with the security staff to keep an eye on the situation. By addressing the issue promptly and professionally, I was able to prevent the situation from escalating and maintain a comfortable atmosphere for other customers.

A more solid answer

Yes, I have dealt with intoxicated customers in my previous bartending experience. One specific incident comes to mind where a customer had clearly consumed too much alcohol and was displaying aggressive behavior. I immediately notified the bar manager and asked for guidance. We decided to involve the security staff to ensure everyone's safety. While the situation could have escalated, I remained calm and approached the customer with empathy and understanding. I listened attentively and offered non-alcoholic alternatives while encouraging them to take a break from drinking. By maintaining open communication with the customer, the bar manager, and the security staff, we were able to handle the situation effectively and ensure a safe environment for all patrons.

Why this is a more solid answer:

The solid answer provides a more detailed description of the candidate's experience with intoxicated customers, showcasing their skills in customer service, communication, problem-solving, and teamwork. It mentions involving the bar manager and security staff, demonstrating collaboration and the ability to seek guidance when needed. However, the answer could still be improved with further elaboration on how the candidate managed the aggressive behavior and navigated the situation.

An exceptional answer

Yes, I have encountered intoxicated customers multiple times throughout my bartending career. One instance that stands out is when I noticed a customer showing signs of intoxication. Instead of waiting for the situation to escalate, I approached the customer proactively and engaged in a friendly conversation to assess their level of intoxication and mood. Once I determined that they had consumed a significant amount of alcohol and were becoming confrontational, I calmly explained the situation to the customer and offered alternatives to continue enjoying their time without consuming more alcohol. I recommended mocktails with similar flavors and even introduced them to non-alcoholic versions of their favorite drinks. This allowed the customer to feel included and catered to while maintaining their safety and the safety of others. Throughout the interaction, I ensured that the customer felt respected and listened to, providing a supportive atmosphere. Additionally, I discreetly communicated with the security staff to monitor the situation closely. By effectively handling the intoxicated customer, I not only prevented any disruptive behavior but also maintained a positive environment for other patrons, promoting their comfort and enjoyment.

Why this is an exceptional answer:

The exceptional answer provides a detailed and comprehensive account of the candidate's experience dealing with intoxicated customers. It showcases their exceptional skills in customer service, communication, problem-solving, and teamwork. The answer highlights the candidate's proactivity in addressing the situation before it escalates and their ability to assess the customer's needs and provide alternative options. The inclusion of specific strategies, such as recommending mocktails and non-alcoholic versions of favorite drinks, demonstrates creativity and attentiveness. The candidate also emphasizes maintaining a respectful and supportive atmosphere, ensuring the customer feels heard and valued. Additionally, the mention of discreet communication with the security staff shows their ability to collaborate and prioritize safety. Overall, the answer provides a strong example of the candidate's professionalism and effectiveness in handling intoxicated customers.

How to prepare for this question

Reflect on past experiences dealing with intoxicated customers and think about the specific strategies and approaches you used in those situations.
Consider the importance of maintaining a calm and empathetic demeanor when dealing with intoxicated customers.
Think about ways to proactively address the situation before it escalates, such as offering alternative drink options or suggesting a break from drinking.
Highlight your ability to collaborate with other staff members, particularly the bar manager and security staff, to ensure the safety and comfort of all patrons.

What interviewers are evaluating

Customer service
Communication
Problem-solving
Teamwork