{
  "title": "Customer reception: do not mistake silence for independence",
  "url": "https://www.shr.swiss/blog/accueil-client-ne-pas-confondre-silence-et-autonomie-en",
  "language": "en",
  "datePublished": "2024-09-15",
  "publisher": {
    "name": "SHR — Swiss Human Resources",
    "url": "https://www.shr.swiss",
    "address": "Esplanade de Pont-Rouge 9A, 1212 Lancy, Suisse"
  },
  "summary": "A visitor who asks no questions has not necessarily found their way. Research suggests distinguishing the availability of help from how easy it feels to ask for it.",
  "section": "Research",
  "topic": "Client Reception",
  "place": {
    "name": "Lausanne",
    "region": "Vaud",
    "country": "CH"
  },
  "keyPoints": [
    {
      "heading": "What the literature establishes",
      "point": "Francis J."
    },
    {
      "heading": "The cost of asking, seen from the other side",
      "point": "Vanessa K."
    },
    {
      "heading": "The premature conclusion",
      "point": "One might conclude that assistance should be offered systematically at every stage."
    },
    {
      "heading": "What the data and routine indicators do not tell us",
      "point": "These studies do not specifically examine reception settings in Lausanne or the particular requirements of medtech and higher education environments."
    },
    {
      "heading": "A practical check in Lausanne",
      "point": "Within SHR's “Accueil client” programme, an exercise relevant to medtech companies, higher education institutions, international sports organisations and scale-ups across the Lake Geneva region would test an explicit invitation: “If any step is unclear, we can look at it together.” In Lausanne, alternating comparable time slots with and without this invitation, while keeping staff availability unchanged, would allow its local effect to be examined."
    }
  ],
  "sources": [
    {
      "authors": "Lake",
      "year": "2008",
      "source": "Journal of Personality and Social Psychology"
    },
    {
      "authors": "Flynn",
      "year": "2010",
      "source": "Journal of Experimental Social Psychology"
    }
  ],
  "wordCount": 424,
  "image": "https://www.shr.swiss/img/blog-Training-Client-Reception-Lausanne-accueil-client-ne-pas-confondre-silence-et-autonomie-en.jpg?v=4",
  "translations": {
    "fr": "https://www.shr.swiss/blog/accueil-client-ne-pas-confondre-silence-et-autonomie",
    "en": "https://www.shr.swiss/blog/accueil-client-ne-pas-confondre-silence-et-autonomie-en",
    "de": "https://www.shr.swiss/blog/accueil-client-ne-pas-confondre-silence-et-autonomie-de",
    "it": "https://www.shr.swiss/blog/accueil-client-ne-pas-confondre-silence-et-autonomie-it"
  },
  "relatedPages": {
    "programme": "https://www.shr.swiss/formation-accueil-client-lausanne",
    "city": "https://www.shr.swiss/formations-ville/lausanne",
    "blog": "https://www.shr.swiss/blog"
  },
  "citationPolicy": "Citation autorisée avec mention « SHR — Swiss Human Resources » et lien vers l'article."
}