Unfortunately, we are sure this is not an isolated incident, but abuse of any sort is not acceptable. In the licensed trade, once a customer has consumed alcohol, it affects their emotions, inhibitions and judgement resulting in people doing and saying things they wouldn't if alcohol wasn't affecting their brain.
However, as an employer, whether in the Licensed Trade, or not, employers have the additional issue of Vicarious Liability. Simply put, if a customer harasses or abuses your staff, you can be held legally responsible for their actions.
Abuse can also be a criminal act. You can read here the story of one employee racially abused at work.
A complicated area, but contact us if you need help
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