{
  "title": "Customer reception: understanding is not the same as remembering",
  "url": "https://www.shr.swiss/blog/accueil-client-comprendre-ne-suffit-pas-a-retenir-en",
  "language": "en",
  "datePublished": "2026-05-11",
  "publisher": {
    "name": "SHR — Swiss Human Resources",
    "url": "https://www.shr.swiss",
    "address": "Esplanade de Pont-Rouge 9A, 1212 Lancy, Suisse"
  },
  "summary": "An instruction understood at the reception desk may be forgotten moments later. Memory research suggests distinguishing the quality of an explanation from the later accessibility of the information.",
  "section": "Research",
  "topic": "Client Reception",
  "place": {
    "name": "Basel",
    "region": "Bâle-Ville",
    "country": "CH"
  },
  "keyPoints": [
    {
      "heading": "What the literature establishes",
      "point": "Henry L."
    },
    {
      "heading": "Retrieving information rather than seeing it again",
      "point": "Jeffrey D."
    },
    {
      "heading": "The premature conclusion",
      "point": "One might conclude that every visitor should repeat every instruction."
    },
    {
      "heading": "What the evidence cannot guarantee",
      "point": "These experiments concern controlled learning tasks, not visitors trying to reach a laboratory or a delivery bay."
    },
    {
      "heading": "A practical check in Bâle",
      "point": "Within SHR’s « Accueil client » programme, an exercise applicable to pharmaceutical sites, life sciences, Rhine logistics and international R&D in Basel is to add an optional invitation after the usual explanation: “To check my explanation, what will your next step be?” For a pilot, randomly allocate time slots to usual reception or this variant, keeping the same supporting materials, available languages and safety rules."
    }
  ],
  "sources": [
    {
      "authors": "Karpicke",
      "year": "2006",
      "source": "Psychological Science"
    },
    {
      "authors": "III",
      "year": "2008",
      "source": "Science"
    }
  ],
  "wordCount": 393,
  "image": "https://www.shr.swiss/img/blog-editorial-2026-05-11-en.jpg?v=4",
  "translations": {
    "fr": "https://www.shr.swiss/blog/accueil-client-comprendre-ne-suffit-pas-a-retenir",
    "en": "https://www.shr.swiss/blog/accueil-client-comprendre-ne-suffit-pas-a-retenir-en",
    "de": "https://www.shr.swiss/blog/accueil-client-comprendre-ne-suffit-pas-a-retenir-de",
    "it": "https://www.shr.swiss/blog/accueil-client-comprendre-ne-suffit-pas-a-retenir-it"
  },
  "relatedPages": {
    "programme": "https://www.shr.swiss/formation/accueil-client/bale",
    "city": "https://www.shr.swiss/formations-ville/bale",
    "blog": "https://www.shr.swiss/blog"
  },
  "citationPolicy": "Citation autorisée avec mention « SHR — Swiss Human Resources » et lien vers l'article."
}