How should FAS SSRs approach a customer expressing dissatisfaction?

The appropriate approach for a First Aid & Safety Service Sales Representative when a customer expresses dissatisfaction is to listen carefully, empathize, and offer a solution or alternative product. This method is crucial because it not only demonstrates that the representative values the customer’s feedback but also helps to build trust and rapport.

Active listening allows the SSR to fully understand the customer's grievances, reflecting a genuine concern for their experience. By empathizing with the customer's feelings, the representative acknowledges their frustration and shows that they are not just trying to push a sale, but are genuinely interested in resolving the issue. Offering a solution or alternative product not only addresses the immediate concern but can also turn a negative experience into a positive one, potentially retaining the customer long-term. This approach fosters loyalty and can lead to future business opportunities as satisfied customers are likely to return and recommend the service to others.