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. email@example.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.
For details and prices: firstname.lastname@example.org