{
  "title": "Customer reception: is an intention enough to trigger the next step?",
  "url": "https://www.shr.swiss/blog/accueil-client-transformer-une-intention-en-prochaine-etape-lugano-en",
  "language": "en",
  "datePublished": "2024-08-24",
  "publisher": {
    "name": "SHR — Swiss Human Resources",
    "url": "https://www.shr.swiss",
    "address": "Esplanade de Pont-Rouge 9A, 1212 Lancy, Suisse"
  },
  "summary": "A customer may want to continue a process without taking action. Research suggests distinguishing an understood instruction from a next step that has actually been planned.",
  "section": "Research",
  "topic": "Client Reception",
  "place": {
    "name": "Lugano",
    "region": "Tessin",
    "country": "CH"
  },
  "keyPoints": [
    {
      "heading": "What the literature establishes",
      "point": "Peter M."
    },
    {
      "heading": "When specifying a time changes follow-through",
      "point": "Katherine L."
    },
    {
      "heading": "The premature conclusion",
      "point": "One might conclude that every exchange should end with a dated commitment from the customer."
    },
    {
      "heading": "What the evidence cannot guarantee",
      "point": "A vaccination campaign reproduces neither the stakes of a banking relationship nor the constraints of a commercial order."
    },
    {
      "heading": "A practical check in Lugano",
      "point": "Within SHR — Swiss Human Resources’ « Accueil client » programme, a Lugano team can test this approach on one recurring process: supplying a document to a bank, arranging an alterations appointment in fashion retail, confirming a trading order or approving a quotation at an Italian-speaking family SME."
    }
  ],
  "sources": [
    {
      "authors": "Gollwitzer",
      "year": "1999",
      "source": "American Psychologist"
    },
    {
      "authors": "Madrian",
      "year": "2011",
      "source": "Proceedings of the National Academy of Sciences"
    }
  ],
  "wordCount": 458,
  "image": "https://www.shr.swiss/img/blog-Training-Client-Reception-Lugano-accueil-client-transformer-une-intention-en-prochaine-etape-lugano-en.jpg?v=4",
  "translations": {
    "fr": "https://www.shr.swiss/blog/accueil-client-transformer-une-intention-en-prochaine-etape-lugano",
    "en": "https://www.shr.swiss/blog/accueil-client-transformer-une-intention-en-prochaine-etape-lugano-en",
    "de": "https://www.shr.swiss/blog/accueil-client-transformer-une-intention-en-prochaine-etape-lugano-de",
    "it": "https://www.shr.swiss/blog/accueil-client-transformer-une-intention-en-prochaine-etape-lugano-it"
  },
  "relatedPages": {
    "programme": "https://www.shr.swiss/formation-accueil-client-lugano",
    "city": "https://www.shr.swiss/formations-ville/lugano",
    "blog": "https://www.shr.swiss/blog"
  },
  "citationPolicy": "Citation autorisée avec mention « SHR — Swiss Human Resources » et lien vers l'article."
}