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

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-16

-10

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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

info@t2-uk.com