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CUSTOMER SERVICE ❝


Customers rarely recall what the tripping points were and often drop out of the buying process without understanding why


Te Tripping Point Index can also calculate how much each tripping point matters to the overall customer experience, and therefore how likely it is to hamper the sales process. Te index is a rigorous, scientific


measure that draws on extensive research in psychology, physiology and neuroscience with a primary emphasis on the ‘who, where and what’ influences on customer experience:


that is people, place and process. Tripping points can occur in any aspect of the customer experience and those that concern customer-facing staff can be addressed by employee development programmes. Indeed, such programmes offer the best starting point for optimising customer service, as the Tripping Point Index highlights opportunities to enhance and improve sales staff performance.


18 | November 2016 |


@TrainingJournal


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