Those of you who have worked with me will have heard me say that the voice tone you project over the phone accounts for more than three quarters of … [Read More...]
86% of customers will pay more for a better experience!
It’s a buyer’s market in this tough, competitive economy. Knowing how to make your business the obvious choice will convert those valuable enquiries into precious sales – and boost your profits.
Your most unhappy customers are your greatest source of learning – Bill Gates
Successful organisations welcome complaints as strategy for continuous improvement. Stay ahead of the game by teaching your people how to diffuse difficult customers and convert them to raving fans.
“People don’t care how much you know until they know how much you care”
Great relationships = successful teams however the interpersonal skills necessary for great relationships are not a given. If your organisation is to succeed your people relationships must be monitored and maintained.
You never get a second chance to make a first impression!
Over the telephone a first impression is formed within 3 seconds. This crucial decider could make or break a customer’s attitude, affect a pivotal sales opportunity, your bottom line and your reputation.
“It has become appallingly obvious that our technology has exceeded our humanity” Einstein.
The prevalence of poor people skills in today’s workplace are causing massive miscommunications, resulting in stressed and unhappy employees, unhappy customers and reduced productivity.
“Start with the customer experience and work backwards” Steve Jobs
To build trust and reinforce your reputation, you need to provide an exceptional customer experience at each and every touch point. Because it takes years to build a solid reputation and just minutes to lose it!
Ava Lucanus takes a proven, practical and refreshing approach to helping organisations create exceptional customer experiences that align with their brand promise. Drawing upon four decades of knowledge and experience, Ava works with companies Australia wide and is recognised as an authority in her field. Through her company Edge Communication, she provides consulting, training and coaching programs for every level within business to fully optimise their relationships and enhance customer delight.
Our Clients Include
Edge Communication in the Media
This morning Ava was interviwed by Sarah Gillman on ABC Hobart radio for her expertise on what companies need to do in order to better manage angry … [Read More...]
What area of your business is most important to you? Many will say profit and growth without thinking about the driving force behind it; the customer … [Read More...]
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"Ava is that rare professional; not only is she an expert in her field, but she is also able to convey the information in a dynamic, easy to understand manner. Ava’s material is logically organised, focused on results, and extremely cost & time-effective. A session with Ava is a GOLDMINE for staff who are your customer’s first contact with your business."
Kym Bidstrup - Director, 4th Mesa Productions