Before refusing service to a customer, what should you do?

Before refusing service to a customer, what should you do?

• A. Call security
• B. Consult your supervisor
• C. Refuse and tell them to leave
• D. Take notes and proceed

Answer: (B)

Escalate to your supervisor before refusing service to ensure you’re following the bank’s policy and handling the situation with proper authority. The supervisor can confirm the correct policy, guide you on the right approach, and decide on any exceptions or alternatives, which helps keep the process fair and consistent. It also supports de-escalation—customers are more likely to accept a decision when it’s backed by a supervisor. If there’s an immediate safety concern, involve security as needed, but the first step is to seek supervisor guidance so you’re acting within protocol rather than making a unilateral call. Merely taking notes and proceeding without supervisor input can lead to policy missteps or miscommunication.

Escalate to your supervisor before refusing service to ensure you’re following the bank’s policy and handling the situation with proper authority. The supervisor can confirm the correct policy, guide you on the right approach, and decide on any exceptions or alternatives, which helps keep the process fair and consistent. It also supports de-escalation—customers are more likely to accept a decision when it’s backed by a supervisor. If there’s an immediate safety concern, involve security as needed, but the first step is to seek supervisor guidance so you’re acting within protocol rather than making a unilateral call. Merely taking notes and proceeding without supervisor input can lead to policy missteps or miscommunication.