Elizabeth Terry
Managing Director, TGL SMILE (Service Made Into Life-Changing Experiences)

As an internationally recognised and certified trainer and coach of Neuro-Linguistic Programming (NLP), Time Line Therapy, and hypnosis, Elizabeth provides both training and coaching services aimed at getting the results required.

She helps her corporate and individual clients to remove unresolved issues from the past, eliminate limiting beliefs, set and achieve goals, remove performance anxiety and stress, and develop confidence and excellent communication skills. Within the corporate sphere, she supports executives in becoming transformational leaders for their teams and organisations.

We met with this corporate star, also known as the Extra Terrific One to get some insights on what she does.

Q: What is Neuro-Linguistic Programming and what are its benefits?

A: Neuro-Linguistic Programming, often called NLP for short, is, simply put, the art and science of using the language of the mind to get the results you want in any area of life. More specifically, NLP shows you how to effectively harness the power of your mind to set and achieve your goals, become a master communicator, manage your emotional state even under pressure, develop immediate rapport with staff, customers, bosses and get rid of unwanted habits, beliefs, and strategies that are holding you back, replacing them with behaviours that will get you better outcomes.

Q. How long have you been practising NLP and why did you choose to take this path?

A: I started on my journey with NLP in 2012. I have always been fascinated by the power of the mind and believed that we have been totally underutilising it, including me with mine. I was on a quest for my own personal empowerment and also to find a technology that would be able to help people make lasting change rapidly. Having been in training and development for most of my career. I was looking for something that could be the 'differentiator' in the HRD[human resource development] space, and I found it. I finished my NLP Practitioner Level course in 2012 and immediately started on my master practitioner certification. Between 2013 and 2015, I completed my trainers' training and was certified to train people in NLP, NLP coaching, Time Line Therapy and hypnosis.

Q: How do you see this type of training fitting into the mainstream of thought leaders in corporate Jamaica?

A: I really do think it's a perfect fit. What a lot of people do not realise is that personal development gurus such as Tony Robbins use NLP as the basis for their training and coaching in order to have their clients achieve excellence in every facet of their lives and business. If it helps you become a more self-actualised and empowered individual, it simply must help you be a better leader and get better results on the job. NLP is based on the modelling of excellence and shows you how you can do that for yourself and install and program excellent ways of thinking, feeling, and acting. I would say that it is the most comprehensive personal development toolkit for anyone wanting to become a standout leader, manager, employee, or entrepreneur.

Q: How was TGL SMILE birthed and why?

A: Duane Lue-Fung and I met quite a few years back and started to discuss issues which we felt were key to the progress of business and economic success. Poor service quality came up as a serious limiting factor and we felt there was a real need for Jamaica and the region to up-level customer experience, especially given our reliance on the service industries. Since customer experience is largely dictated by the relationships that are built, we both realised that we needed to start by changing the mindset of the individuals responsible for that interface. We instantly saw how NLP could provide the missing link. In that moment, TGL SMILE was conceptualised and NLP has become the basis for our IFIO [Intimacy from the Inside Out] mindset change technology which is integrated into all our TGL SMILE training programmes.

Q: What are the 4 things you believe customer service leaders should know?

A. I think it's important that customer service leaders recognise that the delivery of an excellent customer service experience requires the following ingredients:

1. As Richard Branson is often quoted as saying, if you take care of your employees, they will take care of your customers.

2. Recruiting the right people for the right posts is critical.

3. Training is an ongoing investment.

4. Achieving customer service excellence is everyone's job.

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