Long before the internet was even invented, Albert Einstein said “It has become appallingly obvious that our technology has exceeded our humanity”
Hi, I’m Ava Lucanus, proud founder and Director of Perth’s leading customer service training practice, Edge Communication. In this fast paced, technology driven world, where the customer experience is so often forgotten, my mission is to help organisations keep their promise…and bring back exceptional customer service.
My passion for customer service developed as a child. While cheerfully helping out in my parents’ small retail business, I quickly discovered the value of excellent customer service and interpersonal skills. I learnt how to answer the telephone with a smile, introduce myself politely, and say and do the little things that make customers feel valued. After leaving school I was naturally drawn to customer service roles, and for the next two decades my skills were honed at the front line of corporate, including banking, retail, travel and airline industries.
By the early 90’s I had founded my dream business – an experiential marketing business specialising in chocolate and liquor tastings! Tough job, but someone had to do it. With no solid business plan or paid marketing, we soon became highly successful and in demand, employing 70 staff. My ethos was to love what you do, have fun, be courteous, helpful, and kind, and you will attract customers. I encouraged my team to always look happy, enthusiastic, and approachable even when you think no one is watching. Eventually in 2000 I sold the business and achieved what many people only dream of…I proudly walked into the bank and paid off my mortgage!
Choosing to combine my role as a mum with my passion for helping people, I became a part time telecommunications trainer, teaching companies how to use their telephony systems. While sitting with receptionists showing them to use their live switchboard, I would often observe their lack of correct telephone etiquette and customer service skills. With my strong customer service background, this bothered me, and I felt it was my duty to do something about it. So in the early 2000’s Edge Telephone Training was conceived ..helping organisations to improve their telephone customer service skills. By 2007, the company had evolved to Edge Communication, covering all areas of communication skills and customer service, face to face and over the telephone.
Today with over four decades of experience, I am passionate about delivering my expertise to organisations that want to build stronger customer relationships and achieve increased profits and reputation by improving their customer experience. Many of my clients have gone from ordinary to extraordinary in creating the WOW factor, that has earned them repeat business, saved them time and money in reducing complaints, and enhanced their reputation.
I design and deliver all my programs personally with a fun, interactive, engaging, results driven approach. I take the needs of my audience into account and will never make a participant feel so uncomfortable that they stop learning. I’ve been described by my clients as being professional, expert, a genuinely nice person, engaging, supportive, inspirational and conveying my wisdom with understanding and warmth. I love hearing feedback from my clients on how much the learning has improved their customer experience and how they now encounter far fewer upset customers and enjoy happier, more confident staff.
I am proud to have been awarded the Certified Speaking Professional (CSP) by Professional Speakers Australia. The CSP is the highest global speaking designation, awarded to less than 10% of speakers worldwide who can demonstrate an outstanding level of experience, expertise, and professional ethics, as well as a commitment to ongoing education and client satisfaction. In 2020, when Covid-19 meant more virtual training and presenting, I achieved my accreditation of Certified Virtual Presenter.
I keep ahead of the latest industry trends with fresh ideas, and write regular blog articles sharing tips on how to improve your customer experience.
I’m really looking forward to chatting with you soon, about how I can help your organisation to create exceptional customer experiences.
Director, Edge Communication