{
  "title": "Customer service: presenting an outcome without steering the choice",
  "url": "https://www.shr.swiss/blog/accueil-client-presenter-un-resultat-sans-orienter-le-choix-en",
  "language": "en",
  "datePublished": "2025-05-29",
  "publisher": {
    "name": "SHR — Swiss Human Resources",
    "url": "https://www.shr.swiss",
    "address": "Esplanade de Pont-Rouge 9A, 1212 Lancy, Suisse"
  },
  "summary": "Accurate information can still steer a decision. In customer service, how an outcome is presented deserves as much attention as its factual accuracy.",
  "section": "Research",
  "topic": "Client Reception",
  "place": {
    "name": "Sion",
    "region": "Valais",
    "country": "CH"
  },
  "keyPoints": [
    {
      "heading": "What the literature establishes",
      "point": "Amos Tversky and Daniel Kahneman (1981, Science) showed that different formulations of the same decision problem can alter expressed preferences."
    },
    {
      "heading": "Framing also affects evaluation",
      "point": "Irwin P."
    },
    {
      "heading": "The premature conclusion",
      "point": "One might conclude that good customer service should always favour positive wording."
    },
    {
      "heading": "What these findings cannot guarantee",
      "point": "These experiments do not directly address interactions at a service desk in Sion, nor do they demonstrate that presenting both frames eliminates every bias."
    },
    {
      "heading": "A practical check in Sion",
      "point": "In Sion, a team could select information that is already documented: work completed or postponed in hydropower, administrative files complete or requiring further information in healthcare, orders fulfilled or unfulfilled in wine production, or excursions operating or cancelled in Alpine tourism."
    }
  ],
  "sources": [
    {
      "authors": "Kahneman",
      "year": "1981",
      "source": "Science"
    },
    {
      "authors": "Gaeth",
      "year": "1988",
      "source": "Journal of Consumer Research"
    }
  ],
  "wordCount": 423,
  "image": "https://www.shr.swiss/img/blog-Training-Client-Reception-Sion-accueil-client-presenter-un-resultat-sans-orienter-le-choix-en.jpg?v=4",
  "translations": {
    "fr": "https://www.shr.swiss/blog/accueil-client-presenter-un-resultat-sans-orienter-le-choix",
    "en": "https://www.shr.swiss/blog/accueil-client-presenter-un-resultat-sans-orienter-le-choix-en",
    "de": "https://www.shr.swiss/blog/accueil-client-presenter-un-resultat-sans-orienter-le-choix-de",
    "it": "https://www.shr.swiss/blog/accueil-client-presenter-un-resultat-sans-orienter-le-choix-it"
  },
  "relatedPages": {
    "programme": "https://www.shr.swiss/formation-accueil-client-sion",
    "city": "https://www.shr.swiss/formations-ville/sion",
    "blog": "https://www.shr.swiss/blog"
  },
  "citationPolicy": "Citation autorisée avec mention « SHR — Swiss Human Resources » et lien vers l'article."
}