{
  "title": "Subtle Signs of Customer Dissatisfaction",
  "url": "https://www.shr.swiss/blog/accueil-client-et-ecoute-des-signaux-faibles-en",
  "language": "en",
  "datePublished": "2026-02-07",
  "publisher": {
    "name": "SHR — Swiss Human Resources",
    "url": "https://www.shr.swiss",
    "address": "Esplanade de Pont-Rouge 9A, 1212 Lancy, Suisse"
  },
  "summary": "Economic theory, with little measurement in face-to-face customer service.",
  "section": "Research",
  "topic": "Client Reception",
  "place": {
    "name": "Bern",
    "region": "Berne",
    "country": "CH"
  },
  "keyPoints": [
    {
      "heading": "The Research",
      "point": "Hirschman (1970, Exit, Voice, and Loyalty) shows that dissatisfied customers often leave without complaining.."
    },
    {
      "heading": "The Limitation",
      "point": "Economic theory, with little measurement in face-to-face customer service.."
    },
    {
      "heading": "The Nuance",
      "point": "A customer who complains offers an opportunity: the silent majority leaves without warning."
    },
    {
      "heading": "Practical Implication, Testable in Bern",
      "point": "Systematically ask at the end of an interaction: “Is there anything we could have done better?” To go further: explore the [Client Reception training in Bern in the canton of Bern](/formation/accueil-client/berne), or browse [our executive and employee training programmes in Switzerland](/formations).."
    }
  ],
  "sources": [
    {
      "authors": "Hirschman",
      "year": "1970",
      "source": "Exit, Voice, and Loyalty"
    }
  ],
  "wordCount": 97,
  "image": "https://www.shr.swiss/img/blog-Training-Client-Reception-Bern-accueil-client-et-ecoute-des-signaux-faibles-en.jpg?v=4",
  "translations": {
    "fr": "https://www.shr.swiss/blog/accueil-client-et-ecoute-des-signaux-faibles",
    "en": "https://www.shr.swiss/blog/accueil-client-et-ecoute-des-signaux-faibles-en",
    "de": "https://www.shr.swiss/blog/accueil-client-et-ecoute-des-signaux-faibles-de",
    "it": "https://www.shr.swiss/blog/accueil-client-et-ecoute-des-signaux-faibles-it"
  },
  "relatedPages": {
    "programme": "https://www.shr.swiss/formation/accueil-client/berne",
    "city": "https://www.shr.swiss/formations-ville/berne",
    "blog": "https://www.shr.swiss/blog"
  },
  "citationPolicy": "Citation autorisée avec mention « SHR — Swiss Human Resources » et lien vers l'article."
}