Ergon Energy - Video Content

Affordability
Mindset

Leaning Into a Money Conversation

Building Trust & Navigating Emotions

Language Carries Energy

Maximising Our Shared Solution

Affordability

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1. Great Collections - The mindset and skills that work

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2. The Ideal Collector - 6 proven traits

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3. Hardship and Collections - Are they different hats?

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4. Collections and Negotiations - Kick starting the process

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5. Confident Collections - Opening call killers that are a give away

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6. Asking for the Money - Use the power of the pause

Leaning Into a Money Conversation

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1. Uncovering the Issue – Why framing is important

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2. Collections and Negotiations - Don’t show your hand

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3. Collections - Why we need the diagnostic process

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4. Collections Conversations - The art of questioning techniques

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5. Negotiations - Understanding the payment hierarchy

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6. Collections Questions Menu - Choosing the questions that best fit the scenario

Mindset

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1. Ego, Judgement and Frustration - Mindsets that get in the way

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2. The Cobra customer - How to deal with an angry customer

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3. Internal Curiosity - How to sidestep your ego, judgement & frustration

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4. What is vulnerability - To be human is to be vulnerable

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5. The customers’ backpack - what can impact a conversations

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6. Debriefing After a Tough Call - Why talking actually helps

Building Trust & Navigating Emotions

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1. Stranger Danger - Customers are ready for battle

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2. Customers Who Call Us- Getting worked up prior to the conversation

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

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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. The Reset Technique - Managing the conversation that escalates

Language Carries Energy

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1. Dirty Words - Using words customers don’t understand

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2. Impact of Dirty Words - How it can make someone feel stupid

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3. Language Thermometer - Finding the balance with customers

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4. Negative Language - Put it in the bin

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5. Neutral Language - You, me and blame

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6. Chicken Salt - Season your language

Maximising Our Shared Solution

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1. How Humans are Incentivised - By a sense of loss or gain?

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2. Maximising Payment - Using timelines

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3. Benefits vs Consequences - Balancing them out

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4. Make the Customer Care - Your legislation doesn’t matter to them

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5. We Rely on Customers - A strategy for telling without telling

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6. Explaining Consequences - Why using truthful language is the best strategy