Dealing with Intoxicated Customers

Dealing with intoxicated customers is a key responsibility for anyone working in licensed premises. This short CPD course provides clear, practical guidance on recognising intoxication and responding appropriately to protect customers, staff and the premises licence. The course explains common signs of intoxication, when service must be refused, and how to manage refusals calmly and professionally. It also covers simple de‑escalation techniques and actions staff can take to support customer safety and duty of care. Designed for busy working environments, the course can be completed in approximately 10 minutes and is suitable for frontline staff, supervisors and managers. It can be used as part of induction training or as a short refresher to support consistent standards across teams. Successful completion includes a short assessment and provides evidence of 0.25 CPD hours.

By completing this course, learners will gain practical knowledge on: Recognising common signs of intoxication Knowing when service must be refused Refusing service calmly and lawfully Using communication techniques to reduce escalation Supporting customer safety and duty of care Recording incidents appropriately

Licensed premises have a legal duty not to serve alcohol to intoxicated customers Poor handling of intoxication increases the risk of incidents, conflict and licence reviews This course helps staff act confidently, consistently and professionally Supports customer welfare, staff safety and inspection readiness Suitable for induction training or short CPD refreshers

This course is suitable for: Bar and front‑of‑house staff Door staff and supervisors Managers and licence holders Anyone involved in the sale or supply of alcohol

On successful completion of this course, learners are awarded a CPD‑recognised certificate. The certificate provides formal evidence of continuing professional development and can be retained for individual CPD records, staff training files, or inspection purposes. This activity equates to 0.25 CPD hours. Certificates are available to download immediately after achieving the required pass mark in the end‑of‑course assessment.