Final answer:
In the context of the service industry, 'intoxicated' is a more specific and clear term than 'impaired' to refer to overconsumption of alcohol. It communicates the reason for service refusal professionally and aligns with legal standards regarding alcohol service.
Step-by-step explanation:
When deciding whether to use the word impaired or intoxicated to describe a customer that needs to be refused service, the choice of language can reflect the service provider's professionalism and could have legal implications.
The term 'impaired' generally suggests that the customer's abilities are diminished, which could be due to alcohol, but also other factors like medication or fatigue. On the other hand, 'intoxicated' specifically implies overconsumption of alcohol or drugs.
In the service industry, if the impairment is due to alcohol consumption, it is more accurate and clear to use 'intoxicated' when refusing service. This articulation helps in maintaining a professional demeanor, clearly communicates the basis for refusal, and aligns with legal standards regarding alcohol service.
Gaining a customer's trust, empathizing without judgment, and listening are important in handling these situations effectively.