Supporting customers suffering from eczema
Supporting customers suffering from eczema
Skin and skin care are personal to the individual customer. As each person knows their skin best, it's important to adopt a personalised approach.
When having a conversation with a customer with eczema, explore what their concerns are, be empathetic, listen to their needs and concerns and respond accordingly.
CONSULTATION ROOM
Remember that they may be wary of exposing areas of dry skin to you in the pharmacy, so you may need to reassure anxious customers of your expertise and gently inform them that you can go into the consultation room for privacy, if needed.
Bear in mind that customers' concerns are more than skin-deep and when it comes to selecting products, they may be experiencing the following:
- Confusion about which product to use and which product is right for them; what works for one customer might not work for everyone
- Nervousness or anxiety about trying a new product in case it makes their skin react or their symptoms get worse
- Concern about finding a regimen that is easy to fit in with their usual daily routine
- Fear of symptoms returning
