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