The eMatrix Training Hub

Designed for Greater Western Water to access videos from eMatrix training sessions.
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From the Training Program 

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1.  Strategic Empathy

The centrepiece for managing conflict and emotion
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2.  Building an empathy statement 

The formula to acknowledging customer emotion
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3. Neutral Language

You, Me and Blame

The eMatrix Playlists

Here are the trailers to our Objection Handling Playlist which is perfect for your current training needs.

Objection handling, de-escalation and customer complaints

Objection handling, de-escalation and customer complaints

Whether it’s a customer question layered with emotion or an objection, learn how to adapt based on your own fight and flight triggers. Understand empathy, how to apply it and avoid going down sympathy rabbit holes.
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Click on an image to start the video

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1.  Strategic Empathy- the centrepiece for managing conflict and emotion


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2. Sympathy Rabbit Hole - Why you’re drowning in customer problems

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3. Intent Statements - Why they build trust

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4. Building an empathy statement - The formula to acknowledging customer emotion

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5. Complaint Fighter - How the wrong language inflames things

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6. Fight and Flight - The customer may react to the imbalance of power and control

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7. 7 spices of complaint handling - Steps to Handle Customer Complaints

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8. Handling the Emotional Customer - Which spices are best to use?

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9. Handling the Customer Who Blames - Which spices are best to use?

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10. The Merry Go Round Effect - Why the customer repeats themselves 

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11. If You Continue the Language - There are better strategies than terminating the call

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12. The Reset Technique - Managing the conversation that escalates

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.

Dr Paul Harrison

Consultant
Dr Paul Harrison is a Senior Lecturer and the Unit Chair of Consumer Behaviour in the Department of Marketing in Deakin Business School. Paul's research is focused on emotional and rational behaviour, and how our biology and the environment interact to influence the way we make decisions. His work has been published in a wide range of international journals and conference proceedings and has informed policy and business practice in Australia and internationally.