In customer communication, the pendulum seems to have swung from the written word to the spoken word and back again, in the form of social media and web chat.
This explains why the demand for our Smart Writing programmes has increased exponentially in recent years, all over the world.
Writing vibrant, concise, elegant prose is not easy. During our courses, we change advisors’ mindset one step at the time, demonstrating there is a better way to write. We always follow the theory with re-writing exercises – in a safe environment. Modules cover:
- the cornerstones of writing
- two timeless principles of good writing
- audience type analysis
- seven ways to control readers’ reaction
- running orders for good/bad news
- the best complaint recovery models
- P.I.N. (profile – issues – needs) analysis
This one- or two-day programme reaches its maximum expression in the three-day version, which also features a customer service or complaint component.
Finally, it comes with a Style Guide: this is essential to sustain the training – from the first day back in work, and for many years to come.
“Psycho-Linguistics should be compulsory for those who write letters – before they start writing them.”
Delegate, First Direct
“We have ‘lift-off’. These letters are perfect.”
Angela Kelly, Ulster Bank
To find out more: firstname.lastname@example.org
T2’s Training Package – The Power of Words
Nowadays, resolving or reducing complaints is no longer enough. To be truly successful, it’s crucial for companies to turn each customer into an advocate. Someone who’s able to positively influence the perceptions of thousands of other people – both in the real world and on social media.
That’s where The Power of Words comes in.
This programme establishes best practices for customer service. And thanks to Psycho-Linguistics, it will also take advisors’ communication skills to new heights. Modules include:
- the top five things all customers want
- what makes humans tick
- turning negatives into positives
- 15 magic words
- the tricks of perception
- transactional analysis
- psychological stroking
- the three most effective persuasive arguments
- active listening
- the importance of your voice at work
- overcoming cross-cultural barriers
- emotional intelligence.
This bespoke programme can run for one or two days. Or, it can be part of a comprehensive four-day package on omni-channel communication (both spoken and written).
As always, it comes with all the essentials you need, some optional extras, and T2’s on-going support.
“Since T2 introduced Psycho-Linguistics I have seen our entire team come together with a common goal to serve the emotional needs of our customers. Not only has our company begun healing our relationship with our customers, but we have also witnessed our team strengthen our own emotional and psychological trust in each other.”
Micah Clack, Consumers Energy
“We’ve got the green light to drive Psycho-Linguistics throughout the remaining 1,400 staff in the organisation – the hard work starts here.”
Paul Winterbourne, Nationwide
Interested? Get in touch: email@example.com
T2’s Training Package – Love Your Complaints
Complaints, if not handled properly, can easily destroy customers’ trust in your business – in a matter of seconds.
Love Your Complaints is deeply rooted in Psycho-Linguistic communication and is guaranteed to restore your reputation, retain your customers, and boost staff morale. Modules cover:
- the psychological and emotional drivers of complaints
- the five types of complainers
- the cost of a lost customer
- the art of turning negatives into positives
- words that generate trust
- primary vs secondary complaints
- the three best strategies for resolving conflict
- the five ways of dealing with difficult questions
- influencing styles
- negotiation for a win-win solution
- the ultimate complaints model
- resilience and grit.
The package includes tutors’ manuals, delegates’ handbooks, slides and case studies based on client’s material. We also offer psychological questionnaires, which provide delegates with insights into their behavioural skills and personality traits.
All the material has been prepared with in-house trainers in mind. Trust us, it’s worked all over the world and it will work for you.
“This course has made such a difference to the performance of the team … they feel so much more able to deal with complaints now.”
Claire Mulroy, First Choice
“The letters are going well … we even had two letters this morning thanking us for the review after rejecting their complaints and asking the next way forward.”
Jason Phillips, Royal Bank of Scotland
We’d love to help. firstname.lastname@example.org
Come Out, Come Out Wherever You Are…
Why is it that Customer Service Directors, or Customer Service Managers, can’t be contacted by customers?
Isn’t their job to be the link between a Company and its customers? Aren’t they the people who are ‘passionate’ about customer service? Isn’t that their raison d’être?
George Smiley with all his brilliance had less trouble hunting down a mole in the Circus, than most customers have hunting down Customer Service Directors in big companies.
Twenty years ago, it was possible to pick up the phone and actually get through to a Customer Service Director. I know that for a fact. I did it on a regular basis. Now Customer Service Directors – even Customer Service Managers – are just too important to talk to customers.
They’re busy managing the thousands of Customer Service Advisors they hide behind.
The trouble is front line Advisors operate within strict guidelines and have very little power to keep customers satisfied, most of whom try to get to a decision-maker in the hope of a more favourable response to whatever’s bothering them.
And if one a disgruntled customer should get to the guy at the top, it’s jackpot time. Customers know that if you’re talking to someone who’s used to dealing with £millions, £50 compensation is nothing more than small change found on the side of the road.
It’s been a game of hide and seek over the past twenty years and front-line staff have found very creative ways of reducing the stress of having to keep customers from getting to their senior colleagues.
In one Company, Advisors all called themselves Manager, and simply switched phones between themselves whenever a customer wanted to escalate the conversation. In another, they took turns to be the Manager on different days of the week.
So guess what. You won.
Customers have given up trying to get hold of you – but they’re sore losers and they’re taking revenge: Facebook, Twitter, Instagram, that’s where it’s at.
Dr Valerie Bram is a Director at T2 – email@example.com