May stand in the way of the person and block their entry May respond to physical aggression only with reasonable force Should not adopt a threatening approach Are not allowed to go on’ first only as a response to what they do ‘hands – Explain the reason quickly and calmly: do not get involved in a long argument or – debate Apologise this is part of service’. – ‘customer You must remember you are providing customer service even when you are denying someone access to the venue. Say you are sorry when you explain why you are unable to grant them entry Tell the person (if this in fact true) they are welcome back but they are later/tomorrow not going to be allowed in now because of their dress, language, being intoxicated Try to give them as much decision making power as possible for example, you have – told them they cannot come in but you should then ask if they want to: Have a taxi obtained for them Be recommended an alternative venue
May stand in the way of the person and block their entry May respond to physical aggression only with reasonable force Should not adopt a threatening approach Are not allowed to go ‘hands on’ first – only as a response to what they do Explain the reason – quickly and calmly: do not get involved in a long argument or debate Apologise – this is part of ‘customer service’. You must remember you are providing customer service even when you are denying someone access to the venue. Say you are sorry when you explain why you are unable to grant them entry Tell the person (if this in fact true) they are welcome back later/tomorrow but they are not going to be allowed in now because of their dress, language, being intoxicated Try to give them as much decision making power as possible – for example, you have told them they cannot come in but you should then ask if they want to: Have a taxi obtained for them Be recommended an alternative venue
TM_Observe_&_monitor_people_refined.docx