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.
Here are your short form video content playlists for ongoing learning! Each Playlist contains 12 x 3-5 minute videos. Preview the contents of The Playlists in the tabs below.
Build Trust & Likeability
Discover skills and techniques in how you build trust and likability with your customer. Connection, judgement and accountability – discussion of all the things that work for and against you!
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?
Language Carries Energy
Language matters! Explore language that disconnects with customers and learn how to adjust to your audience in today’s world of information overload.
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
Connect With Your Customer
Learn techniques and psychology behind how to connect, including slow-playing it, our ‘yes-ladder’ strategy, providing options and managing passive-aggressive behaviour.
1. Active Listening - The bread and butter of customer communication
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
Collections & Hardship
Learn what is takes to succeed in a collections and hardship role and kick start your collections conversation by confidently asking for the money.
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 - Use 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
Learn the art of discovery and negotiations to help work towards the best solution for you and the customer. Learn what action to take if they can’t and/or won’t pay.
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
Understand the psychology behind how to influence a customer’s decision, including providing time context for customers to prioritise paying your account.
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
Everything starts from mindset. Build awareness around your own mindset and how it may project onto those around you, including ego, judgement, negativity, gossip and tips for shifting that into something more productive.
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
10. Resilience – why it can be a shitty word
11.Diversity and inclusion – think about it from the other person’s perspective
12. The Window of Tolerance - know when you are outside your green zone
Conflict Resolution
Whether it’s a customer question layered with emotion or an objection, learn how to adapt based on your own fight and flight triggers. Understand empathy, how to apply it and avoid going down sympathy rabbit holes.
1. Strategic Empathy- the centrepiece for managing conflict and emotion
2. Sympathy Rabbit Hole - Why you’re drowning in customer problems
3. Intent Statements - Why they build trust
4. Building an empathy statement - The formula to acknowledging customer emotion
5. Complaint Fighter - How the wrong language inflames things
6. Fight and Flight - The customer may react to the imbalance of power and control
7. 7 spices of complaint handling - Steps to Handle Customer Complaints
8. Handling the Emotional Customer - Which spices are best to use?
9. Handling the Customer Who Blames - Which spices are best to use?
10. The Merry Go Round Effect - Why the customer repeats themselves
11. If You Continue the Language - There are better strategies than terminating the call
12. The Reset Technique - Managing the conversation that escalates
Strategies for Workplace Wellbeing
Wellbeing within work – identify what your work stressors may be or what you may be bringing to work. Learn how to shift those by learning about rumination, cortisol, your stress bucket, circle of control and how to take the stress out of a conversation with your boss!
1. Workplace wellbeing - influences and impacts
2. Circle of Control - Where to focus your energy
3. Flipping your lid - How to stay in control
4. Creating Good Habits - Support worklife balance and wellbeing
5. Self Care Strategies and Cortisol - Getting your body back into balance
6. Ruminating – How this can impact you
7. The Stress Bucket – How to stop it from overflowing
8. Common thinking distortions - strategies to de-stress
9. Strategies for Challenging Convos - With my colleague
10. Strategies for Challenging Convos - With my boss
11. Strategies for challenging convos- with internal stakeholders
12. Psychological safety – how to support staff in the workplace
Vulnerability
Build your awareness of customer vulnerability to both reduce judgement and to identify the cues that customers are struggling.
1. What is vulnerability
- To be human is to be vulnerable
2. The customers’ backpack - what can impact a conversations
3. Customer with poor mental health - How can we adapt?
4. Customers with a disability - How can we adapt?
6. Carers in Australia - What life might look like for a carer
7. Homelessness - How it can impact our customers
8. Scams - We can all be vulnerable
9. Vulnerability call breakdown - Spot the triggers
10. Flipping your lid - How to stay in control
11. Top tips - when working with vulnerable customers
12. Ask Izzy - A support tool for your customers
Want to know more?
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Created By
Jodie Bedoya
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.
Alex Daniel
Alex has a background leading Complaints and Ombudsman teams for the energy sector, specialising in managing complex cases and assisting customers experiencing financial hardship.
Kaelia Cockington
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.
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.