'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... which is extremely important for a brand like Norwich Union. The support from T2UK has really helped us achieve our ambition.'
Gareth Bates, Customer Advocacy, Aviva'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'The training 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 has been very well received and has noticeably contributed to improving the performance of staff who have attended to date.'
Chris Owens, Head of Group Customer Management, Lloyds TSB'I’ve had great feedback from the staff. The course really exceeded my expectations.'
Julie Byrne, Customer Service Manager, South West Water'This course has much such a difference to the performance of the team, they feel so much more able to deal with complaints now.'
Claire Mulroy, Customer Service Manager, 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 best way forward.'
Jason Phillips, Compliance and Customer Relations Unit, NatWest'Psycho-Linguistics should be compulsory for those who write letters – before they start writing them.'
CSM, Yorkshire Electricity'We have ‘lift off’. These letters are perfect.'
Angela Kelly, Customer Service Manager, Ulster Bank'Universal feedback from our agents is that this is the best training they have ever had.'
James Walker General Manager, British Gas'In a short time Psycho-Linguistics has had a big impact on customer grievance figures. We’ve seen a drop of 18% in repeat complaints, compared with the same period a year ago. The initiative certainly pays for itself.'
Duncan McCrombie, Customer Service Manager, Thames Water'Using techniques they learned from T2 – including words that heal, not hurt – the Team was able to direct customers’ thoughts to the positive and prove the Company was interested in them, personally.'
Angie Court, Director of Customer Service, Avis'Psycho-Linguistics should be compulsory for all those who write to customers - before they start writing.'
Manager, First Direct'I was pleased to introduce writing techniques that worked so well for us, here in the Caribbean. My team were full of enthusiasm for the new techniques and saw a big difference in their Press Releases and commercial documents.'
Minister of Trade & Industry, Trinidad and Tobago'Psychological Reciprocity should be built in to all corporate communication. Happy customers lead to happy staff which leads to better performance and productivity.'
J Pemberton, Chief Executive, DFL'The training has been really successful. It’s true that old habits die hard but we are getting there. Thanks for the insights. Invaluable.'
Jane Mortell Kohler, Mira Ltd'T2’s graduate training programme, emphasising the difference between academic and business communication has been a huge success over the past ten years.
Our HR Manager stressed that the graduates who took part have made a significant contribution to Corus in the various departments they joined.'