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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
  • style
  • tone.

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.

Clients say…

“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:

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: