What is the protocol for dealing with aggressive or overly intoxicated customers?

Staying calm and avoiding confrontation is the best approach when dealing with aggressive or overly intoxicated customers. This technique helps de-escalate potentially volatile situations and ensures the safety of both the staff and other patrons. By maintaining composure, you can communicate more effectively and help diffuse the tension. It is essential to approach the situation with empathy and understanding, acknowledging the individual's feelings without allowing them to escalate further.

Maintaining a calm demeanor helps to reduce the likelihood of aggression escalating further, whereas yelling or engaging in a debate could provoke the individual and escalate the confrontation. Leaving the customer alone might also lead to an unsafe environment, as the situation could worsen without intervention. Therefore, staying calm is the most effective and reasonable protocol in such scenarios.