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 experience consultancy, 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.
I achieve this by ensuring that your customers’ experience aligns with your brand promise. By making a few enhancements in your customer service culture you can go from ordinary to extraordinary, and create the WOW factor that will not only keep your customers returning and raving about you to others, it will increase your profits, save you time and money, reduce complaints, and enhance your reputation.
My passion for customer service developed as a child when I cheerfully helped out in my parents’ small business out of school hours, and quickly discovered the value of good customer service and interpersonal skills. I learnt how to answer the telephone with a smile, introduce myself politely, say and do the right things to make customers feel important, and be professional. 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 corporates, including banking, retail, travel and aviation. In 2000 after selling a successful experiential marketing business that I had founded and grown entirely through exceptional customer service and word of mouth, I did what many dream of; paid off my mortgage.
Deciding to lead a simpler life as a mum whilst fulfilling my lifelong dream of teaching, I took on consultancy, teaching companies Australia wide how to use their telephony systems. When showing receptionists how to use live switchboards, I observed a sad lack of telephone etiquette and customer service skills. This bothered me! My excitement and passion for exceptional customer service started to fire up, and I felt it was my duty to do something about it. That was the conception of Edge Telephone Training, helping organisations to improve their telephone customer service skills. By 2007, the business had evolved to Edge Communication, covering all areas of communication skills and customer service, not just over the telephone.
Today, through my business, 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.
I deliver all my workshops personally, in a fun, interactive and results driven manner. 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 international speaking designation, awarded to less than 10% of speakers worldwide who can demonstrate an outstanding level of ethics and expertise.
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 create exceptional customer experiences.