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Ergon Energy - Video Content
Leaning Into a Money Conversation
Building Trust & Navigating Emotions
Language Carries Energy
Maximising Our Shared Solution
Affordability
1. Great Collections - The mindset and skills that work
2. The Ideal Collector - 6 proven traits
3. Hardship and Collections - Are they different hats?
4. Collections and Negotiations - Kick starting the process
5. Confident Collections - Opening call killers that are a give away
6. Asking for the Money - Use the power of the pause
Leaning Into a Money Conversation
1. Uncovering the Issue – Why framing is important
2. Collections and Negotiations - Don’t show your hand
3. Collections - Why we need the diagnostic process
4. Collections Conversations - The art of questioning techniques
5. Negotiations - Understanding the payment hierarchy
6. Collections Questions Menu - Choosing the questions that best fit the scenario
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. What is vulnerability - To be human is to be vulnerable
5. The customers’ backpack - what can impact a conversations
6. Debriefing After a Tough Call - Why talking actually helps
Building Trust & Navigating Emotions
1. Stranger Danger - Customers are ready for battle
2. Customers Who Call Us- Getting worked up prior to the conversation
3. Strategic Empathy- the centrepiece for managing conflict and emotion
4. Building an empathy statement - The formula to acknowledging customer emotion
5. Intent Statements - Why they build trust
6. The Reset Technique - Managing the conversation that escalates
Language Carries Energy
1. Dirty Words - Using words customers don’t understand
2. Impact of Dirty Words - How it can make someone feel stupid
3. Language Thermometer - Finding the balance with customers
4. Negative Language - Put it in the bin
5. Neutral Language - You, me and blame
6. Chicken Salt - Season your language
Maximising Our Shared Solution
1. How Humans are Incentivised - By a sense of loss or gain?
2. Maximising Payment - Using timelines
3. Benefits vs Consequences - Balancing them out
4. Make the Customer Care - Your legislation doesn’t matter to them
5. We Rely on Customers - A strategy for telling without telling
6. Explaining Consequences - Why using truthful language is the best strategy
eMatrix is a specialist provider of communication and soft skills training for teams working in credit, collections, hardship, complaints and customer vulnerability. We have modernised the way frontline staff are trained through short-form videos, interactive workshops, and practical discussions providing them with essential skills in empathy, communication, leadership, and resilience.
We help organisations strike the right balance between organisational performance, regulatory obligations, and human connection.
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61 438 391 500
We help organisations strike the right balance between organisational performance, regulatory obligations, and human connection.