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CUSTOMER ENGAGEMENT & CONFLICT TRAINING

The key to the eMatrix philosophy is to teach people how to have more genuine conversations by providing strategies based on the psychology of human behaviour. 

We focus on customer behaviour and what is happening in our brain when we react to our customers.   We explore bias, ego, judgement and frustration and how to reduce these for more constructive conversations.  By teaching participants the techniques around language, call control, empathy and complaint handling techniques, it results in building customer trust and proactively avoids conflict, which in turn reduces staff  burnout.

Our catchy language and methodology sticks, as participants learn about The Cobra, Dirty Words and Rabbit Holes, to place renewed and fun focus on customer service, building consistency in approach and better group understanding of what ‘good’ looks like.

Our courseware consists of hundreds of video examples, role plays, recorded calls and case studies,providing practical examples across industry for what works and what doesn’t.

CUSTOMER ENGAGEMENT TRAINING MODULES

KNOW YOUR
POTATOES

  • Know the science behind complaining and negativity
  • Know why talking helps
  • Understand the difference between ‘dumping your potatoes’ on your colleagues and constructively debriefing
Up to 1 hour

SLANG &
JARGON

  • Discuss whether slang or jargon is appropriate
  • Mirroring vs being genuine/yourself – where does the balance lie?
  • Australian-isms – to use or not to use?
Up to 1 hour

CONNECT WITH
YOUR CUSTOMER

  • Listening is the lowest effort trust builder with customers
  • Understand why we overtalk, rather than listen and learn how to change that dynamic
  • Learn how to actively listen, through verbal nods and through paraphrasing and reflective listening techniques
Up to 1 hour

YES
LADDER

  • A form of paraphrasing, understand why getting your customer to say yes is so important in connecting with them
  • ‘Learn the ‘yes’ ladder to walk with your customer to the outcome you can both settle with
Up to 1 hour

LANGUAGE
CARRIES ENERGY

  • Negative language is an endorphin killer for you and your customer.
  • Identify the negative impact you may subconsciously be having on your customer
  • Pinpoint the negative words you use and learn how to replace them
Up to 1 hour

DIRTY
WORDS

  • With our poor brains overwhelmed these days, learn how to simplify language for everyone!
  • Replace contractual English with plain English, both verbal and written
Up to 1 hour

TAKE
ACCOUNTABILITY

  • No more hiding behind policy and procedures!
  • Know the language that projects avoidance of accountability
  • Learn how to take accountability by using a purpose and/or action statement
Up to 1 hour

YOUR
PERSONALITY TRAITS

  • Know your personality type in conflict – passive, passive-aggressive, aggressive or assertive – understand the impact each of these has on those around us
  • Understand passive-aggressive behaviour and learn what this sounds like when dealing with customers
Up to 1 hour

CUSTOMER CONFLICT TRAINING MODULES

FIGHT OR
FLIGHT

  • Understand fight and flight and know what the triggers are for call escalation and how to avoid them
  • Learn about ingroup and outgroup and how unconscious bias impacts our conversations
  • 4 steps for busting your bias
Up to 1 hour

THE
COBRA

  • Understand how ego impacts our ability to think logically
  • Understand the impact arguing with customers has on our own energy after the interaction
  • Strategies for dealing with the emotionally charged customer
Up to 1 hour

THE
APOLOGY

  • Discuss why apologising can be so difficult
  • Understand the impact of genuine and fake apologies
  • Learn how opportunities lie in customer complaints – know how and when to apologise
Up to 1 hour

EMPATHY

  • Learn the difference between empathy, sympathy and apathy
  • Learn how to listen for empathy triggers and apply empathy in a acknowledging a customer’s emotion.
  • Learn why this is the key ingredient to connecting with your customer and for overcoming objections
Up to 1 hour

NEUTRAL
LANGUAGE

  • Understand why blaming and telling someone how to behave does not work
  • Learn how to remove pointed language and neutralise it, particularly when delivering bad news to your customer
Up to 1 hour

THE
‘NORMS’

  • Learn what Norms are as part of behavioural economics
  • Know that we are influenced by others’ behaviours
  • Learn how to ‘nudge’ customers using Norms
Up to 1 hour

THE DECOY
EFFECT

  • Learn how to move your customer’s brain out of emotion to logic
  • Provide options to customers to via the decoy effect
  • Empower your customer to decide
Up to 1 hour

OBJECTION
HANDLING TOOLKIT

  • Bring together empathy, action and purpose statements to deal with challenging customer conversations
  • Workshop your top objections and ways to navigate them
Up to 1 hour

FACE TO FACE & VIRTUAL TRAINING

WHY CUSTOMER ENGAGEMENT HAS BECOME SO TRICKY

There are so many competing priorities for customer service staff now, from ensuring they are compliant, meeting organisational targets and KPI’s, to providing the service customers expect, being measured on that internally and staying motivated within the role.

TRAINING PROGRAMS AND SUPPORT

The eMatrix team have developed programs to help staff with the recipe for how to have respectful conversations, how to manage their own mindset, and techniques for both pro-actively avoiding conflict and for how to manage complaints and escalations.

STRATEGIES FOR LONG TERM SUSTAINABILITY

We provide organisations with strategies for long term sustainability of the training through quick reference guides, customised objection handling toolkits, a skills matrix and can be further supported through call quality and coaching.

CUSTOMISED TO YOUR ORGANISATION

The training is customised to suit the unique opportunities  your organisation is looking to address from cultural change, reducing complaints, improved customer satisfaction, resetting expectation  or simply to provide existing staff with a refresh and new ideas for their toolkit.

TRAINED BY YOU

HOW IT WORKS

Designed as leader led, we train you how to run these in house. Each module runs for up to 1.5 hours.

WE MAKE IT EASY THROUGH FLEXIBLE OPTIONS

  • Subscribe annually or buy outright
  • Purchase one or more modules, a series or the full catalogue
  • Access the content from the eMatrix Learning Portal or download into your own Learning Management System
  • Deploy now as is, or customise the content
  • We can train groups for you

INCLUDED

  • eMatrix Master Class – nominated leaders /stakeholders are trained in delivering content, face-to-face or virtually
  • Instructor Guides
  • Quick Reference Guides for staff
  • Access to our Positive Vibes – morning huddle starters for teams to stay motivated and connected

THE EMATRIX LEARNING CATALOGUE

DESIGNED BY AUSTRALIAN TRAINERS

These courses are designed by Australian trainers to ensure all training is geared to the nuances of Australian culture, how we engage with each other and our expectations of organisations, as customers.   Knowing too, that taking time away from work is challenging for organisations, and that our concentration span in these hectic times is limited, the content is designed to be run as short team workshops, through multi-media, discussions and examples of practical application, supported with Instructor and Quick Reference Guides.

COVID-19 RELEVANT

Material is COVID-19 relevant, with modules ready to deploy for upskilling staff in how to deal with vulnerability and manage their own mental health and wellbeing at work.   We also provide best practise tips and tricks for virtual delivery.

CUSTOMISED TO YOUR ORGANISATION

Our Melbourne based team are easily able to support organisations with the rollout of the courseware, with a 48 hour turnaround for access to our courses. We have made it easy through flexible options.