CUSTOMER EXPERIENCE UPLIFT
Customer Engagement | Mindset & Wellbeing | Conflict Resolution
THE SHORT COURSES
- Highly engaging video-based content.
- 4 videos per topic.
- Duration - 30-60 minutes per topic.
- One topic can be completed per month.
- Supported with reference guides.
- Online access for flexibility - complete anytime and from anywhere.
Check out the trailers for the short course!
Topic 1
Topic 3
Topic 5
Topic 6
Managing Your Mindset
1. Ego, Judgement and Frustration - mindsets that get in the way
2. The Cobra customer - How to deal with an angry customer
3. Internal Curiosity - how to sidestep your ego, judgement & frustration
4. Dumping your potatoes - how complaining becomes part of team culture
Build Trust & Likeability
Build trust through acknowledgement, moving away from robotic conversations to ease a customers concern.
1. Connect With Your Customer – How to build trust and likeability
2. Acknowledging Customer Effort – Know how to say thank you
3. Pre-judging the Customer – The psychology behind why we do it
4. Stranger Danger – Customers are ready for battle
Conflict Resolution
1. Fight and Flight - The customer may react to the imbalance of power and control
2. 7 Spices of Complaint Handling – Steps to handle customer complaints
3. If You Continue the Language - There are better strategies than terminating the call
4. The Reset Technique – Managing the conversation that escalates
Connect With Your Customer
1. Verbal nods and paraphrasing - the bread and butter of customer communication
2. The Yes Ladder - A strategy for building trust
3. Social Norms - How to normalise things for a customer
4. Overtalking - Don’t steamroll your customers
Customer Vulnerability
Increase awareness to reduce the judgement. Understand what vulnerability means for your customer.
1. What is Vulnerability? – To be human is to be vulnerable
2. The Customer’s Backpack – What can impact a conversation
3. Customers with Poor Mental Health – How can
we adapt
5. Low Literacy Levels – How to adjust your conversation
Language Carries Energy
Language matters! Explore language that disconnects with customers and adjust to your audience.
1. Dirty Words – Using words customers don’t understand
2. Impact of Dirty Words – How it can make someone feel stupid
3. Internal Language – How it creates a power
imbalance
Topic 7
Topic 8
Topic 9
Topic 10
Topic 11
Understanding Workplace Wellbeing
1. Workplace wellbeing - influences and impacts
2. Ruminating – How this can impact you
3. Self Care Strategies and Cortisol - Getting your body back into balance
4. Common thinking distortions - strategies to de-stress
Strategies For Workplace Wellbeing
Practical tools for when things are getting challenging that the team can use on an ongoing basis for dealing with stress.
1. Circle of Control - Where to focus your energy
2. Flipping your lid - How to stay in control
3. Creating Good Habits - Support worklife balance and wellbeing
4. The Stress Bucket – How to stop it from overflowing
Empathy
1. Strategic Empathy – The centrepiece for managing conflict and emotion
2. Sympathy Rabbit Hole – Why you’re drowning in customer problems
3. Intent Statements – Why they build trust
4. Building an Empathy Statement – The formula to acknowledging customer emotion
Find Your Balance: Tools for a Calmer, Stronger You
1. Debriefing After a Tough Call - Why talking actually helps
2. The Catastrophe Scale - how I would rate my problem?
3. The Window of Tolerance - know when you are outside your green zone
4. Resilience & What it Means - A practical exercise for helping bounce back
How To Have Uncomfortable Conversations
Strategies for challenging conversations with your colleague, boss and internal stakeholders.
1.Strategies for Challenging Convos - With my colleague
2. Strategies for Challenging Convos - With my boss
3. Strategies for challenging convos- with internal stakeholders
Occupational Violence
Learn what you can say and do to de-escalate customer behaviour
2 . De-esclating a Swearer
3. Early Warning Signs
Authors
Jodie Bedoya
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.
Alex Daniel
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.
Kaelia Cockington
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.
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We help organisations strike the right balance between organisational performance, regulatory obligations, and human connection.