Bendigo Bank Training Overview

Bendigo Bank staff to review the eMatrix existing content and decide for each eMatrix existing video, whether to:
  • Retain video
  • Crop video
  • Not use video
  • Re-make video (adding to the total count of custom video creation)

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Module 1

Module 2

Module 3

Digital Asset 1: Identify and Acknowledge

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1.  What is Vulnerability - To be human is to be vulnerable

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2.  Strategic Empathy- the centrepiece for managing conflict

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3.   The Sympathy Rabbit Hole - Why you are drowning in customer's problems

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4. Building an Empathy Statement - The formula to acknowledging customer emotion

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5.  Intent statements- why they build trust

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6.  Putting it all together: Face to face specific empathy/intent example

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7.  Putting it all together: Over the phone specific empathy/intent example

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8.  Putting it all together: Digital specific empathy/intent example

Digital Asset 3: Practical Learning and Call Calibration

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1.   Top tips - when working with vulnerable customers

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2.  Neutral Language - You, me and blame

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3. Call calibration: collections and hardship

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4. Call calibration: contact centre

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5.  Role play calibration: branch

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6.   Digital conversation calibration

Digital Asset 2: Discovery and Bridge to Support (mandatory/blue flag)

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1. Dealing with customers Dos and Don'ts

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2.  Linking Up The Customer With A Specialised Team

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3. How To Offer Support Services

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4.   Ask Izzy

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5.  Rules of engagement

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6.  Responding to disclosure: in the branch (best practice)

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7. Next steps after disclosure: in the branch (best practice)

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8. Responding to disclosure: collections and hardship (best practice)

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9. Next steps after disclosure: collections and hardship (best practice)

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10.  Responding to disclosure: contact centre (best practice)

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11. Next steps after disclosure: contact centre (best practice)

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12. Thinking about customer’s safety- ways to protect customer’s information

Created By

Jodie Bedoya

Director
Jodie Bedoya is the Founder and director of the Melbourne based training company, eMatrix, which she began after identifying a gap in practical training and guidance for frontline staff, team leaders and managers in the art of communication.

Jodie is one of Australia's leading collections, vulnerability and customer engagement specialists, who has trained best practice in the energy sector and held key executive, operational and training management roles, including as CEO of one of Australia's largest collection agencies.

Alex Daniel

Operations Manager
Alex's expertise within dispute resolution, call quality, hardship and process improvement has enabled him to find a unique balance in facilitation customer engagement, eliminating conflict and debt collection.

Alex has a background leading Complaints and Ombudsman teams for the energy sector, specialising in managing complex cases and assisting customers experiencing financial hardship. Alex's specialty is the art of communication, in particular understanding and applying strategic empathy, coaching programs for leaders, call calibration and business writing for the digital world we live in.

Kaelia Cockington

Training Consultant
With a background in psychology, developmental trauma and homelessness, Kaelia brings awareness to organisations about vulnerability and how best to navigate conversations for people with complexity.

Having managed teams in South Australian Housing responsible for managing both risk and vulnerability, including debt collection, Kaelia helps staff by creating context and understanding about what is happening for a customer, whilst teaching staff how to manage their own headspace and wellbeing.