Have you ever had to refuse service to a customer? How did you handle it?

Sample answer to the question

Yes, I have had to refuse service to a customer in the past. It was a situation where the customer was visibly intoxicated and becoming increasingly disruptive. I approached the customer calmly and politely explained that I would not be able to serve them any more drinks for their own safety and the well-being of other patrons. I offered them water and suggested they take a break and relax for a while. I also informed them that I would be happy to call them a cab or an Uber if needed. The customer initially became upset and argued with me, but I remained professional and firm in my decision while ensuring their feelings were acknowledged. Eventually, they understood and agreed to leave the premises without causing any further disturbance.

A more solid answer

Yes, I have encountered situations where I had to refuse service to customers. One particular incident was when a customer displayed signs of intoxication and was becoming disruptive. I approached the customer in a calm and empathetic manner, acknowledging their desire for a good time but also prioritizing their safety and the comfort of other patrons. I politely explained that I couldn't serve them any more alcohol but offered them alternatives such as water or non-alcoholic beverages. I also proposed that they take a break and relax for a while. To ensure their well-being, I offered to call them a cab or arrange alternate transportation. The customer initially expressed frustration, but I remained composed and reassured them that I had their best interests in mind. Eventually, they understood and left the premises without causing any further disruption. This experience taught me the importance of maintaining professionalism and enforcing responsible alcohol service policies.

Why this is a more solid answer:

This is a solid answer because it provides specific details about how the candidate handled a situation where they had to refuse service to a customer. It demonstrates their ability to approach the customer calmly, prioritize safety and customer experience, and offer suitable alternatives. Additionally, it highlights the candidate's understanding of responsible alcohol service policies. However, it could benefit from further elaboration on how the candidate managed their time and collaborated with their team during this incident.

An exceptional answer

Yes, I have encountered instances where I found it necessary to refuse service to customers. One notable occasion was when a customer appeared visibly intoxicated and began causing disturbances in the bar area. As a proactive bartender, I promptly approached the customer and calmly addressed the situation. I began by empathizing with their desire for a good time but emphasized the importance of ensuring everyone's safety and maintaining a pleasant environment for all patrons. While adhering to our establishment's policies, I politely informed the customer that I would no longer be able to serve them any more alcoholic drinks. Simultaneously, I took charge of the situation by offering them water to rehydrate and suggesting they take a break to relax. Recognizing the potential risks associated with their level of intoxication, I advised them to arrange alternative transportation and communicated my willingness to assist in calling a cab or Uber. The customer initially expressed frustration and attempted to negotiate, but I remained firm yet empathetic, reassuring them that I had their best interests in mind. Meanwhile, I discreetly coordinated with my team, notifying them of the situation to ensure their support in monitoring the customer's behavior and potential reactions. Throughout the interaction, I maintained a professional demeanor and tone of voice, prioritizing customer service while upholding our responsibilities as bartenders. Eventually, the customer understood the situation and agreed to leave the premises peacefully, to the relief of other patrons. Reflecting on this experience, I realized the crucial role of effective teamwork and time management in handling such challenging scenarios. It reinforced the significance of maintaining open communication with my fellow team members, ensuring their awareness and preparedness to assist when needed.

Why this is an exceptional answer:

This is an exceptional answer because it provides a detailed and comprehensive account of how the candidate handled a situation where they had to refuse service to a customer. It showcases their exemplary customer service skills, ability to handle difficult situations, strong teamwork, and effective time management. The answer highlights the candidate's proactive approach, empathy towards the customer, and their commitment to creating a safe and enjoyable environment for all patrons. Additionally, it emphasizes the candidate's ability to coordinate with their team and maintain open communication to ensure the smooth handling of the situation. Overall, this answer demonstrates the candidate's suitability for the role of a bartender.

How to prepare for this question

Familiarize yourself with responsible alcohol service policies and practices in your area
Reflect on past experiences where you had to handle difficult customers or situations
Practice maintaining a calm and empathetic demeanor when dealing with challenging interactions
Highlight your ability to offer suitable alternatives to customers while refusing service
Prepare examples that demonstrate your teamwork and time management skills in similar scenarios
Consider the importance of open communication and coordination with your team in handling difficult situations

What interviewers are evaluating

Customer service
Teamwork
Time management
Organizational skills