How should a seller-server respond if a patron becomes aggressive or belligerent?

In situations where a patron becomes aggressive or belligerent, de-escalating the situation while ensuring the safety of all involved is essential. Responding with calmness and a focus on reducing tension can help diffuse the aggression. This approach often involves using a soft tone of voice, active listening, and acknowledging the patron’s feelings without escalating the confrontation.

If necessary, calling for help from a supervisor or security can provide additional support. This strategy is important because it prioritizes safety and responsible service while also adhering to guidelines for handling challenging situations effectively. It recognizes that escalating the confrontation or ignoring the issue could lead to further problems, including potential harm to the patron or others nearby.