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.
Clients say…
“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
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Interested? Get in touch: info@t2linguistics.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.
Clients say…
“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
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We’d love to help. info@t2linguistics.com
T2’s Very Special Training Packages
In January, T2 launched a customised series of developmental programmes, which will allow L&D Departments to bring our unique, copyrighted programmes effortlessly in-house, and make Psycho-Linguistics part of a Company’s DNA.
The programmes are based on three decades of experience with global clients from all sectors – including banks, insurance companies, retailers, utilities and government departments.
Each one comes in a user-friendly format, with a full range of support material: model answers, quality framework and sustainability. They’ve all been specifically engineered with customers – and employees – in mind.
Love Your Complaints won the most Innovative Training Award at the Customer Service Training Awards in 2012.
The Power of Words won the Best Training Award at the Contact Centre Supplier Awards in 2016.
Smart Writing, designed to satisfy the increasing demand of omni-channel communication, has been our most popular programme for three years in a row.
Results prove that by using our unique Psycho-Linguistic strategies organisations not only manage the content of their communication, but also customers’ emotional reactions to it.
Corporate brands and tones of voice come to life. Trust, empathy and conflict improve. Staff engagement gets a boost. Performance and profitability increase.
Each developmental package is guaranteed to provide a rock-solid return on investment.
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For details and prices: info@t2linguistics.com
Smart Writing for Property Intelligence
Over the past few months, T2 has run a series of writing workshops for the market-leading provider of conveyancing search solutions.
Each year, the organisation runs over 1 million conveyancing searches and delivers property intelligence to more than 2,500 clients across England and Wales.
Recently, the company has won several awards in recognition of its outstanding customer experience and customer satisfaction levels.
But as they say, “If you are standing still, you are also going backwards. It takes great effort to maintain forward movement (Reed Markham)”.
So to enhance the skills of the customer service and sales teams, the Customer Service Manager and long-time friend of T2 commissioned a bespoke training programme.
The programme focused on the application of Psycho-Linguistics to the written word: a key technique that will help front-line staff add positivity and emotion to their prose.
We were also asked to inject into the programme insights about brand personality / tone of voice, style and syntax.
All of this has already started delivering results in terms of more effective communication and increased client satisfaction. And as a by-product, learning new skills also boosted employee engagement.
T2 trainers were impressed by the commitment the participants showed in wanting to improve a very desirable skill.
And we were also immensely pleased to receive this feedback:
“Thank you so much for your time. I thoroughly enjoyed it and loved your work – it’s a great course.”
“Great course, opened my eyes to how I and the company want to be viewed by our customers.”
“Really helpful and inspiring.”