Every LCBO employee serving the public participates in our training program Challenge & Refusal: It’s Not Personal. It’s the Law. It teaches staff about responsible service and related judgment calls, alcohol issues and how to identify potential problems and handle them tactfully.
Through seminars, instructional workbooks and videos, employees learn how to deal with customers who appear intoxicated or underage, second-party purchasers (those buying alcohol for someone who is underage or intoxicated) and difficult refusals at the checkout counter. A number of other Canadian and U.S. liquor boards use these LCBO training materials.