T2’s Smart Writing programmes and Style Guides have registered rave reviews from our new client, a worldwide leader in outsourced multichannel customer experience.
Recently, we were commissioned a series of writing courses to improve the quality, style and emotional impact of our client’s written customer communication.
We designed a bespoke programme that revolved around Psycho-Linguistics: a unique combination of Psychology and Language which allows companies not only to manage the content of messages, but also customers’ emotional reactions.
After only one week, repeat contact dropped dramatically, and customers started congratulating advisors on their “impressive” new Smart emails.
The VP of Operations who commissioned the work, the CEO, the Head of Customer Service, the Team Leader and the participants are all ‘raving’ about the programmes.
The front-line staff said they “thoroughly enjoyed the two days” and “felt much more confident when returning to work”.
And the management noticed a great improvement in staff’s writing skills, as well as a boost in their desire to write and their motivation levels.
A win-win for everybody.
T2 Takes Dubai Customer Communication to New Heights
One week after our first series of programmes in Dubai, our client has already doubled the number of complaints recovered and boosted customer appreciation by 100%.
Over the past few years, T2’s been on a mission to take Psycho-Linguistics to the U.A.E.
We soon discovered that this is a relatively new concept in this part of the world, and everybody’s really interested in the impact it’s had over the past 25 years with our global clients.
In particular, many Dubai-based companies told us they were keen on improving how their brand comes across amongst their customers – who come from over 70 countries.
It’s not always easy for organisations to live up to their brand. As a result, they often project a different personality and tone of voice from the one that’s been designed by the executive team.
Identifying this gap is exactly what our prominent Dubai client has asked us to do.
After we completed this research, we developed specialist communication programmes that closed the brand gap and took customer communication to new heights.
We started working in a specific division of the company that dealt with high-level complaints.
The series of four-day programmes revolved around Psycho-Linguistics, and included customer communication (spoken and written), psychology, strategies for resolving complaints, and a range of practical exercises including role plays and professional writing exercises.
100% of the participants said that they’ve learnt strategies that will help them be more successful in their jobs.
This initiative has already delivered results: in only one week since the first series of programmes, the company doubled the number of complaints that have been resolved and saw a huge increase in customer appreciations compared to the previous month.
In such a multicultural region, where pleasing all customers may seem like a bit of a mission impossible – that’s not bad.
Hot Topics in Training
Our latest survey of 1,200 Call Centre Agents revealed a huge need for training in two key topics: handling awkward customers (40%) and dealing with difficult questions (23%).
This is either a reflection on today’s more sophisticated, demanding customers. Or on Call Centre Agents, who realise they need greater emotional intelligence and inter-personal skills to cope with modern, savvy consumers.
Or both.
