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Express Upskill
Masterclass

  • Fun self-paced learning
  • Bite-size, 30 minutes or less
  • Improve performance, productivity, emotional intelligence & conversational mastery
  • Engaging sessions - it's like having your own expert working through the content with you!

Customer Engagement
Series

Included modules:
  • Language carries energy
  • dirty words
  • take accountability
  • power of empathy & mindset
  • empathy in reducing conflict
  • conflict & OUr headspace
  • objection handling techniques

Collections & Hardship Series

Included modules:
  • collection concepts
  • vulnerability
  • neutral language
  • asking for the money
  • questioning techniques
  • maximising payments
  • selling the benefits

Express Upskill Masterclass 

Includes all 14 modules at bundle rate of 20% off:
  • Customer engagement series
  • collections & HARdship series
Customer Engagement Series
Collections & Hardship Series
Express Upskill Masterclass Bundle
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Language Carries Energy

Negative language is a trust blocker for you and your customer, so learn how to replace them.

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Dirty Words

Reflect on the language you use – language matters and the balance of power in a conversation.

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Take Accountability

Learn why taking accountability is key in a world full of ‘rules’ in building customer trust.

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Power of empathy & mindset

Understand the power of using strategic empathy and awareness of our mindset in building trust. 

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Empathy In Reducing Conflict

Learn how sympathy leads to compassion fatigue, negatively impacts a customer and how to avoid the rabbit hole.

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Conflict & Our Headspaces

Understand the psychology behind how conflict flares up, our ego and how to effectively deal with it.

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Objection Handling 

Learn the ingredients to effectively objection handle frustrated, blaming and angry customers.

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Collection Concepts

Identify the skills and behavioural traits that are ideal for collection and hardship roles. 
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Vulnerability

Hear from our expert how money, hardship, illiteracy, mental health, disability and trauma can influence your customers.
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Neutral Language

Be aware of pointed language to avoid and remove the blamey language and learn to neutralise it to reduce potential conflict.
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Asking for the Money

Ask for the money with a confident and respectful approach, know what can kill the call early & learn the power of the pause.
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Questioning Techniques

Know what to say when a customer says “I can’t pay” through the art of discovery by listening and acting on customer triggers.
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Maximising Payments

Use positive and negative timelines to maximise your repayments and learn how to manage defaulters
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Selling The Benefits

 Use ‘seasoned’ language to influence the customer to maximise repayment by weaving in benefits, impact words, action and purpose statements to maximise your repayments.

Customer Engagement Series

Includes 7 modules

$350.00 +GST per person

Language carries Energy

Negative language is a trust blocker for you and your customer, so learn how to replace them.

Dirty words

Reflect on the language you use – language matters and the balance of power in a conversation.

Take accountability

Learn why taking accountability is key
in a world full of ‘rules’ in building customer trust.

Collections & Hardship  Series

Includes 7 modules
$350.00 +GST per person

Language carries Energy

Negative language is a trust blocker for you and your customer, so learn how to replace them.

Language carries Energy

Negative language is a trust blocker for you and your customer, so learn how to replace them.

Language carries Energy

Negative language is a trust blocker for you and your customer, so learn how to replace them.

Express Upskill
Bundle

Includes 7 modules

Language carries Energy

Negative language is a trust blocker for you and your customer, so learn how to replace them.

Language carries Energy

Negative language is a trust blocker for you and your customer, so learn how to replace them.

Language carries Energy

Negative language is a trust blocker for you and your customer, so learn how to replace them.

Authors

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.