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.