Final answer:
To refuse service to an intoxicated customer, you should be polite and firm, cite company policy and safety concerns, and offer alternatives such as non-alcoholic drinks or safe transportation options.
Step-by-step explanation:
When an employee encounters an obviously intoxicated customer, it is crucial to address the situation with tact and professionalism. The goal is not only to refuse service but to do so in a manner that minimizes confrontation and maintains a safe environment.
Begin by speaking to the customer in a quiet and private area, if possible, to avoid public embarrassment. Clearly and calmly explain that you cannot serve them more alcohol due to visible signs of intoxication and mention company policy which often requires compliance with laws that prohibit serving alcohol to intoxicated individuals. Offer alternatives, such as non-alcoholic beverages or a safe way home like contacting a taxi or a ride-share service.
Always remain composed and avoid being judgmental. If the situation escalates, seek assistance from a manager or security personnel. Remember that the refusal isn't personal; it's a legal and ethical obligation aimed at preventing potential harm.