Scam Awareness Training

•A three-part course designed to equip frontline staff with the skills to have supportive conversations with customers who have experienced a scam.

• Modules contain 40 videos, insights and tips to help frontline staff understand what scams are, their impacts on customers, communication techniques that are critical to their role, how to deliver bad news well, overcoming objections and how to empower a customer.

• Flexible, self-paced delivery to educate the whole company for best results.

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

Module 1

Mastering Our Mindset

Understand what scams are and their impacts on our customers. We then use this understanding to get our mindsets into the right place to have supportive, assistive conversations that can get our customers back on track after experiencing a scam.
Write your awesome label here.

Learning Outcomes

  • Develop an awareness of the ever-evolving world of scams.
  • Understand the lived experience of a scam victim, helping us to focus on key considerations when we are working with these individuals.
  • Develop the correct mindset when working with scam victims and understand why it is critical to apply when working supportively with customers.
  • Develop an awareness of our personal mindset and triggers, applying a range of strategies for reducing customer conflict.

Click to view sample video trailers:

Write your awesome label here.
The Psychology of a Scam
Write your awesome label here.
The Customer’s First Instinct
Write your awesome label here.
Impact of Your Own Ego, Judgement & Frustration

Module 2

Communication Techniques

In this module, we dive into three critical and very powerful communication skills that will enable success in your role while also protecting your energy and wellbeing at work.
Write your awesome label here.

Learning Outcomes

  • Understand strategic empathy, why it works and how to make it your own in conversations with customers.

  • Learn how to control calls with intent statements and short cut the trust building process

  • Learn how to ask the right type of questions at the right time with discovery questions.


  • Discover the rules of engagement when talking to customers who are victims of scams.

Click to view sample video trailers:

Write your awesome label here.
Empathy – Your Number 1 Tool to Reduce Call Time
Write your awesome label here.
Sympathy Rabbit Hole
Write your awesome label here.
Corporate Stranger Danger

Module 3 

Impact On Customers

Learn how customers may go through different stages of grief while we are having a conversation about a scam and the impact of this. Discover a technique to normalise the scam as well as how to deliver bad news well, handle objections, and empower a customer.
Write your awesome label here.

Learning Outcomes

  • Understand how customers may go through different stages of grief while we are having a conversation about a scam and the impact of this.


  • Discover how to normalise the scam to reducing some of the emotion and shame which can become a barrier in a call

  • Learn how to deliver bad news well using the right techniques and mindset.

  • Understand how to strategically counter blame, anger and conflict when handling objections

  • Discover how to educate and empower a customer after being a victim of a scam.


Click to view sample video trailers:

Write your awesome label here.
The Grief Curve
Write your awesome label here.
7 Spices of Complaint Handling
Write your awesome label here.
The Simmering Issue

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.