The Playlists
- 12 videos per playlist - 3-5 minute videos created with subject matter experts.
- Flexible delivery - use in inductions, kick off your team meetings or deliver at regular intervals either workshop style or self paced.
- Multiple playlists available to suit your needs with a resource guide if you are facilitating the learning within a video.
- $5,000 + GST per playlist per annum with unlimited access (no cap on users).
The eMatrix Playlists
Here are your perfectly curated playlists for ongoing learning! Each Playlist contains 12 x 3-5 minute videos. Watch an overview and preview the contents of The Playlists in the tabs below.
Build Trust & Likeability
Language Carries Energy
Connect With Your Customer
Collections Concepts & Conversations
Questioning Techniques
Maximising Payments
Manage your mindset
Objection handling, de-escalation and customer complaints
Strategies for workplace wellbeing
Vulnerability
Build Trust & Likeability Early
Click on an image to start the video
1. Connect With Your Customer - How to build trust and likeability
2. Acknowledging Customer Effort - Know how to say thank you
3. Pre-judging the customer - the psychology behind why we do it
4. Stranger Danger - Customers are ready for battle
5. Customers Who Call Us- Getting worked up prior to the conversation
6. Humanising the ID process - How to appeal to customers
7. Building an empathy statement - The formula to acknowledging customer emotion
8. Intent Statements - Why they build trust
9. Diverse and Respectful conversations - what is above and below the line
10. A Customer’s Emotional Backpack - The baggage a customer brings to the conversation
11. Top tips – when working with vulnerable customers
12. Your communication style - which approach suits you?
Connect With Your Customer
Click on an image to start the video
1. Active Listening - The bread and butter of customer communications
2. The Yes Ladder - A strategy for building trust
3. Saying Sorry - To apologise or not to apologise?
4. Passive Aggressive - Why it’s the worst approach
5. Social Norms - How to normalise things for a customer
6. Low Literacy in Australia - How it can impact our customer
7. Low Literacy Levels - How to adjust your conversation
8. The Solution- why to slow play it
9. Options - Give the customer a sense of choice
10. The Decoy Effect -How to influence customer decisions
11. The Iceberg Theory - What's beneath the surface
12. Diversity and inclusion – connect with your colleagues
Language Carries Energy
Click on an image to start the video
1. Dirty Words - Using words customers don’t understand
2. Impact of Dirty Words - How it can make someone feel stupid
3. Internal Language - How it creates a power imbalance
4. Negative Language - Put it in the bin
5. Language Thermometer - Finding the balance with customers
6. Our Go-To’s - Language that gets us in trouble
7. Avoiding accountability - Passively and Actively
8. T’s and C’s - Why no-one reads them
9. Blaming Others - Why it is a problem
10. Neutral Language - You, me and blame
11. Overtalking - Don’t steamroll your customers
12. Chicken Salt - Season your language
Collections Concepts & How to Kickstart the Collections Conversation
Click on an image to start the video
1. Great Collectors - The mindset and skills that work
2. Lived Experience Lounge - Dealing with collectors
3. Debt Collectors - People's perceptions
4. The Ideal Collector - 6 proven traits
5. Hardship and Collections - Are they different hats?
6. A Call Example - What guidelines are being breached
7. Judgment in Collections - Why assumptions don’t work
8. Collections and Negotiations - Kick starting the process
9. Confident Collections - Opening call killers that are a give away
10. Asking for the Money - Role playing the power of the pause
11. Dumb and Dumber of Collections - Questions that don’t work
12. The Tug of War - Trying to win the battle wins nothing
Questioning Techniques to Uncover Capacity & Willingness to Pay
Click on an image to start the video
1. Boundaries - Over-connection can impact you and the customer
2. Collections and Negotiations - Don’t show your hand
5. Collections Conversations - The art of questioning techniques
6. Negotiations - Understanding the payment hierarchy
7. Collections Questions Menu - Choosing the questions that best fit the scenario
8. Willingness vs Capacity - Why does it matter
9. Willingness or Capacity - Questions you can use to filter this out
10. Willing to Pay or Not - What if they are just annoyed?
11.Small business - knowing their pressures
12. Small Business Collections - Positioning your questions
Maximising Payments
Click on an image to start the video
1. Maximising Payment - Using timelines
2. The Payment Default - How to handle multiple unpaid arrangements
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
7. How Humans are Incentivised - By a sense of loss or gain?
8. Creating a Sense of Urgency - Managing the call when a customer is on holidays
9. Breaking it down with eMatrix - A collections call
10. No Capacity to Pay - Where to take the conversation from here?
11. The world of a Financial Counsellor - How to best work with them
12. Payment support and toolkits - Tips and tricks by the experts
Manage your mindset
Click on an image to start the video
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. Dumping Your Potatoes - How complaining becomes part of team culture
5. Debriefing After a Tough Call - Why talking actually helps
6. Managing Negative Conversations – Focus on the small positives
7. The Catastrophe Scale - how I would rate my problem?
8. Gossip Culture - why it is about power
9. Toxic Positivity - Minimising how others feel through unrealistic positivity