Mark, Joan and Lisa:
Dealing With Customer Concerns
BY KIP KINT
Perhaps you’ve dealt with Mark,
Joan, and Lisa before.
You know Mark: The Impatient Spa-goer, Joan: The Customer Who
Asks Endless Questions, and Lisa: The Dissatisfied Spa-goer.
Good customer service understands that there is no single technique when it
comes to dealing with different types of customers. Every response and resolution varies according to each type’s personality and the nature of their
concern. Here, we look at the Mark’s, Joan’s and Lisa’s in your spa—and how
to best deal with them.
EDITOR’S NOTE: This feature offers practical and easy-to-implement tips on dealing with different types of consumers and customer service concerns. Share this article with your therapists, front desk team and the rest of
your staff who are in the frontline of customer service.
42 PULSE
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October 2011