{
  "title": "Customer complaints: does a discount repair the relationship?",
  "url": "https://www.shr.swiss/blog/reclamation-client-une-remise-repare-t-elle-la-relation-en",
  "language": "en",
  "datePublished": "2025-04-03",
  "publisher": {
    "name": "SHR — Swiss Human Resources",
    "url": "https://www.shr.swiss",
    "address": "Esplanade de Pont-Rouge 9A, 1212 Lancy, Suisse"
  },
  "summary": "After a service failure, a commercial concession appears to offer an immediate answer. Research suggests separating compensation, procedure and the way the customer is treated.",
  "section": "Research",
  "topic": "High-Value Selling",
  "place": {
    "name": "Fribourg",
    "region": "Fribourg",
    "country": "CH"
  },
  "keyPoints": [
    {
      "heading": "What the literature establishes",
      "point": "Stephen S."
    },
    {
      "heading": "What compensation cannot replace",
      "point": "Jeffrey G."
    },
    {
      "heading": "The premature conclusion",
      "point": "One might conclude that a respectful explanation can save the cost of a discount; these studies do not justify that general substitution."
    },
    {
      "heading": "The limits of the evidence and of closed cases",
      "point": "These studies do not directly measure the profitability of a complaint-handling policy for industrial contracts in Fribourg."
    },
    {
      "heading": "A practical check in Fribourg",
      "point": "As part of SHR's “Vente à forte valeur ajoutée” programme, an exercise applicable in Fribourg would be to review, over one month, every complaint closed by a team serving the agri-food sector, bilingual industry or the university hub."
    }
  ],
  "sources": [
    {
      "authors": "Chandrashekaran",
      "year": "1998",
      "source": "Journal of Marketing"
    },
    {
      "authors": "Tax",
      "year": "1997",
      "source": "Journal of Retailing"
    }
  ],
  "wordCount": 428,
  "image": "https://www.shr.swiss/img/blog-Training-High-Value-Selling-Fribourg-reclamation-client-une-remise-repare-t-elle-la-relation-en.jpg?v=4",
  "translations": {
    "fr": "https://www.shr.swiss/blog/reclamation-client-une-remise-repare-t-elle-la-relation",
    "en": "https://www.shr.swiss/blog/reclamation-client-une-remise-repare-t-elle-la-relation-en",
    "de": "https://www.shr.swiss/blog/reclamation-client-une-remise-repare-t-elle-la-relation-de",
    "it": "https://www.shr.swiss/blog/reclamation-client-une-remise-repare-t-elle-la-relation-it"
  },
  "relatedPages": {
    "programme": "https://www.shr.swiss/formation-vente-forte-valeur-fribourg",
    "city": "https://www.shr.swiss/formations-ville/fribourg",
    "blog": "https://www.shr.swiss/blog"
  },
  "citationPolicy": "Citation autorisée avec mention « SHR — Swiss Human Resources » et lien vers l'article."
}