Page 25 - Event Volunteer Information Booklet

Dealing with different situation

A member of the public wants to have a ‘nice chat’, but you have task
to do.
Let face it.. Events are enjoyable situations and speaking to the public is a
big part of making an event an enjoyable experience for the public. But if
you have a task to do and there isn’t time to chat let the customer know.
Be polite; explain that you must do a certain piece of work. Use positive
language such as, it’s very nice to meet you and I hope you have a lovely
day and enjoy the event

A member of the public is upset with the organisation of the event and
is being aggressive
Speak calmly to the member of the public; do not raise your voice. Listen
to their issue. Inform them that you are unable to deal with this issue but
you will get someone who can.
Use your judgement – if the situation is unmanageable call for help from
security, inform your Team Leader or designated person

A member of the public is drunk
You would deal with this customer in the same way you deal with other
customers, however if their behaviour is disruptive or disturbing to you
or the public you can ask them to leave; Always seek assistance from
security, team leader or designated person and other members of your
team
Sometimes a person can appear to be drunk but could be suffering from a
health issue
Refer to your team leader or medical assistance if you are in any doubt

A member of the public doesn’t want to give their personal information
at registration
You cannot force someone to give you their personal information. Listen
to their concerns. Inform your team leader or designated person who can
speak to the member of public about their concerns. Be polite and
remember to always be helpful

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