SHR — Swiss Human Resources
Research 2023-11-20 Client Reception Bern

The moment of truth in customer reception

Contact us
Read in:FrançaisDeutschItaliano
The moment of truth in customer reception — SHR, Bern
The moment of truth in customer reception — SHR, Bern

The moment of truth in customer reception — what studies show, and what they don't.

The research

Study: Bitner et al. (1990, JoM)

The limit

Single context; replicate before generalising. (our executive and employee training programmes)

The moment of truth in customer reception — SHR, Bern — Berne
The moment of truth in customer reception — SHR, Bern — Berne

Practical check in Bern

Define one measurable indicator, test for a month, compare. To go further: explore the Client Reception training in Bern in the canton of Bern, or browse our executive and employee training programmes in Switzerland.

In pictures: Client Reception in Bern

Client Reception training in Bern — in practice
Client Reception training in Bern — in practice
Client Reception training in Bern — hands-on workshop
Client Reception training in Bern — hands-on workshop
Client Reception training in Bern — on the ground
Client Reception training in Bern — on the ground

More articles on Client Reception

Research · Lugano
Smiling on demand: the cost of emotional labour at reception
Research · Lausanne
The Service Recovery Paradox: Myth or Reality?
Research · Geneva
Employee Engagement and Customer Satisfaction: What the Research Says
Field · Sion
What we actually learn about on the ground in Sion: what client reception truly reveals about organisations

More articles on Bern

Research · Time Management & Prioritisation
Meeting Effectiveness: What Research Tells Us
Research · Leading AI Adoption in Your Team
Adopting New Technology: The Decisive Role of the Team
Research · Decision-making
Expert Judgment or Simple Rules: What Half a Century of Research Shows
Research · AI on the Job
The “Ironies of Automation” Applied to AI at Work