{
  "title": "Customer reception: checking the first interpretation",
  "url": "https://www.shr.swiss/blog/accueil-client-verifier-la-premiere-interpretation-en",
  "language": "en",
  "datePublished": "2026-06-12",
  "publisher": {
    "name": "SHR — Swiss Human Resources",
    "url": "https://www.shr.swiss",
    "address": "Esplanade de Pont-Rouge 9A, 1212 Lancy, Suisse"
  },
  "summary": "A first impression can shape not only the response, but also the information sought. In customer reception, the quality of the initial assessment therefore deserves as much attention as courtesy.",
  "section": "Research",
  "topic": "Client Reception",
  "place": {
    "name": "Bern",
    "region": "Berne",
    "country": "CH"
  },
  "keyPoints": [
    {
      "heading": "What the literature establishes",
      "point": "John M."
    },
    {
      "heading": "When the hypothesis shapes the questions",
      "point": "Mark Snyder and William B."
    },
    {
      "heading": "The premature conclusion",
      "point": "One might conclude that first impressions should be discarded or that every enquiry should be assessed again from scratch."
    },
    {
      "heading": "What the evidence does not establish",
      "point": "These experiments concern academic assessments and experimental interactions, not Swiss administrative counters or customer service departments."
    },
    {
      "heading": "A practical check in Berne",
      "point": "As part of SHR's « Accueil client » programme, a team in Berne could test a check before directing an enquiry: “My understanding is that you would like…, is that right, or does anything need correcting?” In federal administration, public health, telecommunications or precision industry, an anonymised log would distinguish the initial interpretation, its confirmation or correction by the person concerned, and the next step selected, without retaining sensitive content."
    }
  ],
  "sources": [
    {
      "authors": "Gross",
      "year": "1983",
      "source": "Journal of Personality and Social Psychology"
    },
    {
      "authors": "Swann",
      "year": "1978",
      "source": "Journal of Personality and Social Psychology"
    }
  ],
  "wordCount": 426,
  "image": "https://www.shr.swiss/img/blog-editorial-2026-06-12-en.jpg?v=4",
  "translations": {
    "fr": "https://www.shr.swiss/blog/accueil-client-verifier-la-premiere-interpretation",
    "en": "https://www.shr.swiss/blog/accueil-client-verifier-la-premiere-interpretation-en",
    "de": "https://www.shr.swiss/blog/accueil-client-verifier-la-premiere-interpretation-de",
    "it": "https://www.shr.swiss/blog/accueil-client-verifier-la-premiere-interpretation-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."
}