{
  "title": "Difficult Customers: Not Always a Problem to Defuse",
  "url": "https://www.shr.swiss/blog/gestion-des-clients-difficiles-en",
  "language": "en",
  "datePublished": "2026-02-11",
  "publisher": {
    "name": "SHR — Swiss Human Resources",
    "url": "https://www.shr.swiss",
    "address": "Esplanade de Pont-Rouge 9A, 1212 Lancy, Suisse"
  },
  "summary": "Self-reported data, effects varying with severity.",
  "section": "Research",
  "topic": "Client Reception",
  "place": {
    "name": "Neuchâtel",
    "region": "Neuchâtel",
    "country": "CH"
  },
  "keyPoints": [
    {
      "heading": "The Research",
      "point": "Tax, Brown & Chandrashekaran (1998, Journal of Marketing) show that the quality of complaint handling influences loyalty.."
    },
    {
      "heading": "The Limitation",
      "point": "Self-reported data, effects varying with severity.."
    },
    {
      "heading": "The Nuance",
      "point": "Some difficult customers highlight a genuine service shortcoming: addressing their concerns also means improving."
    },
    {
      "heading": "Practical Implication, Testable in Neuchâtel",
      "point": "Classify the month's complaints as either a “service signal” or an “interpersonal situation” and address both."
    }
  ],
  "sources": [
    {
      "authors": "Chandrashekaran",
      "year": "1998",
      "source": "Journal of Marketing"
    }
  ],
  "wordCount": 103,
  "image": "https://www.shr.swiss/img/blog-Training-Client-Reception-Neuchatel-gestion-des-clients-difficiles-en.jpg?v=4",
  "translations": {
    "fr": "https://www.shr.swiss/blog/gestion-des-clients-difficiles",
    "en": "https://www.shr.swiss/blog/gestion-des-clients-difficiles-en",
    "de": "https://www.shr.swiss/blog/gestion-des-clients-difficiles-de",
    "it": "https://www.shr.swiss/blog/gestion-des-clients-difficiles-it"
  },
  "relatedPages": {
    "programme": "https://www.shr.swiss/formation/accueil-client/neuchatel",
    "city": "https://www.shr.swiss/formations-ville/neuchatel",
    "blog": "https://www.shr.swiss/blog"
  },
  "citationPolicy": "Citation autorisée avec mention « SHR — Swiss Human Resources » et lien vers l'article."
}