psycho-linguistics - britishchamber.cz · psycho-linguistics training and consultancy. ... aht...
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PSYCHO-LINGUISTICS‘Words have a magical power.’
Sigmund Freud
WHATWE DO
T2 is the world’s leading provider ofPsycho-Linguistics training and consultancy.
We’ve revolutionised the communication of banks,insurance companies, retailers, utilities and travel & touroperators on four continents. We enable clients across the globe to enhance their brand, improve their corporatecommunication and boost their bottom line.
Our innovative linguistic and psychological strategies are guaranteed to:
• Drive cultural change and transformation
• Create a modern, dynamic communication strategy
• increase customer satisfaction and loyalty
• Boost staff engagement & make you an employer of choice
Psycho-Linguistics involves: ‘The use oflanguage to manage people’s perceptions and influence their subsequent behaviour.’
Using T2’s tried and tested techniques you can not only manage the content of your messages but people’s emotional reactions to them.
It’s a strategy that’s at the heart of personal and business success. Where price and product are much the same, it’s often how you communicate with customers, clients and staff that sets you apart and drives commercial goals and performance.
SUCCESS STORIESOur Blue Chip clients’ results are measurable and sustainable.
***Company’s Improved Profile
140%Improvement in Corporate Image***
85%Complaints Resolved First Time
83.7%CustomerSatisfaction with Correspondence
55%Drop in Re-opened Cases
50%Reduction in Repeat Letters
48%Fall inCompensation Payouts
58%FewerComplaints to Regulators
21%Rise inCustomer Satisfaction
AVERAGE CALLHANDLING TIME
Month
AHT
Variance to prev. month (sec)
Apr May Jun Jul Aug Sep Oct Nov Dec
651 628 630 622 605 601 604 617 604
-23 2 -8 -16 -5 4 13 -13
Gareth PalfreyResource Analyst - Cardiff Resource Planning
100
80
60
40
20
Year 1 Year 2 Year 3 Year 4
54 59 64 85
EMPL
OY
EE
ENGA
GEM
ENT
50
40
30
20
10
NET
PRO
MO
TO
R SC
ORE
(C
UST
OM
ER A
DV
OCA
CY)
0
-10
-20
Q3 Y
ear 1
Q4 Y
ear 1
Q1 Y
ear 2
Q2 Y
ear 2
Q3 Y
ear 2
Q4 Y
ear 2
Q1 Y
ear 3
Q2 Y
ear 3
Q3 Y
ear 3
Q4 Y
ear 3
-16
-10
-1
16
23
2733
37
4143 46
Q1 Y
ear 3
• Projecting Your Corporate Voice
• Harnessing the Emotional Impactof Language
• Six Key Psycho-Linguistic Secrets
• Perception and Language
• 15 Magic Words
• The Psychology of Persuasion
• Language for Men & Women
• Softening Negative Messages
• Phrases for Psychological Stroking
• Formula for Recovering Complaints
TRIED AND TESTED MODULES INCLUDE:
OUR CULTURAL TRANSFORMATION JOURNEY
T2 CONSULTANTSWe’re highly qualified - with PhDs, MBAs and specialist degrees to our name. We’ve all got a strongcommercial background, and can blend theoretical knowledge with practical know-how. China,Siberia, Jamaica, South Africa, North America, Australia, Russia, Uzbekistan…just a few of thecountries we’ve worked in.
As you’d expect from a winning team with this amount of experience, we’re culturally sensitive,polished, and highly successful.
MEET T2 SPECIALIST TEAM
DEFINE YOURCORPORATE VOICE
DELIVER TAILORED TRAINING TO COMMUNICATION TEAMS (CALL CENTRE, COMPLAINTS, SALES, INTERNAL COMS.)
REWRITE INTERNAL & EXTERNAL MESSAGES
AUDIT YOUR WRITTEN & SPOKEN COMMUNICATION
CLOSE THE GAP BETWEENPR & OPERATIONAL MESSAGES
MEASURE & SUSTAIN THE CHANGEASSESS SUCCESSFUL BEHAVIOUR
(T2’S CLINICAL PSYCHOLOGISTS}
DESIGN BESPOKE PROJECT
IDENTIFY CHAMPIONS
UK
United States
The Caribbean
The Ivory Coast
South Africa
North Africa
Qatar
Oman
Bahrain
Western Europe
Poland
Czech Republic
Slovakia
Romania
Lithuania
Uzbekistan
Russia
WORLD WIDE CLIENTS
WHAT OURCUSTOMERS SAY
We’ve been working with T2UK since 2005 and we’ve had fantastic feedback from our staff about the courses, as well as compliments from customers about the quality of our letters. Being able to write to customers in a clear, friendly and professional way is extremely important for a brand like Aviva.The support from T2UK has really helped us achieve our ambition.
Gareth Bates - Customer Advocacy, Aviva
The training delivered has been the most refreshing, engaging and relevant I have experienced in all my years in the customer service industry. I am sure it will make a huge difference to interactions with our customers.
Jill Lomax - Head of Customer Services,Tfl Congestion Charging
We’ve got the green light to drive Psycho-Linguistics throughout the remaining 14,000 staff in theorganisation. The hard work starts here.
Paul Winterburn - Service Excellence, Nationwide
The training was excellent and has noticeably contributed to improving the performance of our complaints teams.
Chris Owens, Head of Group CustomerManagement, Lloyds TSB
This course has made such a difference to theperformance of the team, they feel so much more able to deal with complaints now.
Claire Mulroy, Customer Service Manager,First Choice
Psycho-Linguistics should be compulsory for all those who write to customers - before they start writing.
Manager, First Direct
Universal feedback from our agents is that this is the best training they have ever had.
James Walker General Manager, British Gas
A soft answer turneth away wrath,
but grievous words stir up anger.
12 words, Proverbs
You turn if you want to.
The Lady’s not for turning.
11 words, Margaret Thatcher, 2007
Life, Liberty and the Pursuit of Happiness.
7 words, Declaration of Independence, 1766
Well, he would say that, wouldn’t he?
7 words, Mandy Rice-Davies, 1963
The last full measure of devotion.
6 words, Gettysburg Address, 1863
Never, never, never, never give up.
6 words, Winston Churchill, 1941
I have a dream.
4 words, Martin Luther King, 1963
Call us.
2 words, T2
(+44) 207 0846 204
T2 LINGUISTICS LTD17 Hanover Square, London, W1S 1BN
Tel: (+44) 207 0846 204
www.t2-uk.com