Express Upskill Masterclass

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

Customer Engagement Series

6 months access & 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.

power of empathy & mindset

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

empathy in reducing conflict

Learn how sympathy leads to compassion fatigue, negatively impacts & how to avoid the rabbit hole.

conflict and OUr headspace

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

objection handling techniques

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

Collections & Hardship Series

6 months access & 7 modules

$350.00 +GST per person

collection concepts

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

vulnerability

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

neutral language

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

asking for the money

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

questioning techniques

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

maximizing payments

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

selling the benefits

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

Express Upskill
Masterclass Bundle

6 months access, 14 modules + 20% discount

$540.00 +GST per person

Customer Engagement Series

  • Language Carries Energy
  • Dirty Words
  • Take Accountability
  • Power of Empathy & Mindset
  • Empathy in Reducing Conflict
  • Conflict & Our Headspace
  • Objection Handling Techniques

collections & hardship series

  • Collection Concepts
  • Vulnerability
  • Neutral Language
  • Asking for the Money
  • Questioning Techniques
  • Maximizing Payments
  • Selling The Benefits

Customer Engagement Series

$350.00 +GST PER PERSON
6 month access
Includes 7 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

$350.00 +GST PER PERSON
6 month access
Includes 7 modules:
  • collection concepts
  • vulnerability
  • neutral language
  • asking for the money
  • questioning techniques
  • maximizing payments
  • selling the benefits

Express Upskill
Masterclass
Bundle

$540.00 +GST PER PERSON
6 month access
14 Modules with 20% discount:
  • All 7 Customer engagement Series
  • All 7 collections & HARDSHIP SERIES

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.