PSYCHO-LINGUISTICS
‘Words have a magical power.’
Sigmund Freud
WHAT
WE DO
T2 is the world’s leading provider of
Psycho-Linguistics training and consultancy.
We’ve revolutionised the communication of banks,
insurance companies, retailers, utilities and travel & tour
operators on four continents. We enable clients across the
globe to enhance their brand, improve their corporate
communication 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 of
language 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.
46
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Ye
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Ye
ar
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1
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1Y
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NET PROMOTOR SCORE
(CUSTOMER ADVOCACY)
50
AVERAGE CALL
HANDLING TIME
Our Blue Chip clients’ results are measurable and sustainable.
140% 85% 83.7% 58%
Improvement
in Corporate
Image***
Complaints
Resolved First
Time
Customer
Satisfaction with
Correspondence
Fewer
Complaints to
Regulators
55% 50% 48% 21%
Drop in
Re-opened
Cases
Reduction
in Repeat
Letters
***Company’s Improved Profile
Fall in
Compensation
Payouts
Rise in
Customer
Satisfaction
Apr
May
Jun
Jul
Aug
Sep
Oct
Nov
Dec
AHT
651
628
630
622
605
601
604
617
604
-23
2
-8
-16
-5
4
13
-13
Variance to prev.
month (sec)
Gareth Palfrey
Resource Analyst - Cardiff Resource Planning
EMPLOYEE
ENGAGEMENT
SUCCESS STORIES
Month
100
80
60
40
20
54
59
64
85
Year 1
Year 2
Year 3
Year 4
OUR CULTURAL
TRANSFORMATION
JOURNEY
MEET T2 SPECIALIST
TEAM
DEFINE YOUR
CORPORATE VOICE
REWRITE INTERNAL &
EXTERNAL MESSAGES
ASSESS SUCCESSFUL BEHAVIOUR
(T2’S CLINICAL PSYCHOLOGISTS}
IDENTIFY
CHAMPIONS
T2 CONSULTANTS
We’re highly qualified - with PhDs, MBAs and specialist degrees to our name. We’ve all got a strong
commercial background, and can blend theoretical knowledge with practical know-how. China,
Siberia, Jamaica, South Africa, North America, Australia, Russia, Uzbekistan…just a few of the
countries 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.
AUDIT YOUR WRITTEN &
SPOKEN COMMUNICATION
DESIGN BESPOKE
PROJECT
DELIVER TAILORED TRAINING TO COMMUNICATION TEAMS
(CALL CENTRE, COMPLAINTS, SALES, INTERNAL COMS.)
CLOSE THE GAP BETWEEN
PR & OPERATIONAL MESSAGES
MEASURE &
SUSTAIN THE
CHANGE
TRIED AND TESTED MODULES INCLUDE:
• Projecting Your Corporate Voice
• Perception and Language
• Softening Negative Messages
• Harnessing the Emotional Impact
of Language
• 15 Magic Words
• Phrases for Psychological Stroking
• The Psychology of Persuasion
• Formula for Recovering Complaints
• Six Key Psycho-Linguistic Secrets
• Language for Men & Women
UK
United States
The Caribbean
The Ivory Coast
South Africa
North Africa
Qatar
WORLD WIDE CLIENTS
Oman
Bahrain
Western Europe
Poland
Czech Republic
Slovakia
Romania
Lithuania
Uzbekistan
Russia
WHAT OUR
CUSTOMERS SAY
We’ve got the green light to drive Psycho-Linguistics
throughout the remaining 14,000 staff in the
organisation. The hard work starts here.
Paul Winterburn - Service Excellence, Nationwide
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
The training was excellent and has noticeably
contributed to improving the performance of our
complaints teams.
Chris Owens, Head of Group Customer
Management, Lloyds TSB
This course has made such a difference to the
performance of the team, they feel so much more
able to deal with complaints now.
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
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
Call us.
2 words, T2
Universal feedback from our agents is that this is the
best training they have ever had.
James Walker
General Manager, British Gas
(+44) 207 0846 204
T2 LINGUISTICS LTD
17 Hanover Square, London, W1S 1BN
Tel: (+44) 207 0846 204
www.t2-uk.com
[email protected]