Form Lcb-89 - Participant Manual - Commonwealth Of Pennsylvania Page 27

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INTERVENTION TECHNIQUES
DO NOT:
There are many intervention techniques and systems to count
drinks and evaluate customers. Establishments and servers develop
Bargain
techniques that are effective and appropriate for them. The
Debate
following guidelines will help you develop successful intervention
practices.
Get defensive
Keep two principles in mind in choosing your words:
Give lengthy explanations
Avoid “you” statements.
Use “I” statements.
Intervention Scripts
Every situation is different and every difficult customer is unique, but here are examples of phrases you can use when
you have to tell a customer you cannot serve him/her another drink. Variations of these statements may also work when
you have to make a good faith effort to remove a drink or when you are dealing with a minor. Modify the details to fit
the specific circumstances of your place of business and its customers.
DO MAKE STATEMTENTS THAT FOCUS ON THE LAW OR HOUSE POLICIES:
DO MAKE STATEMENTS THAT EXPRESS CONCERN AND FOCUS ON THE CUSTOMER’S
WELL-BEING:
23

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