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March 27, 2018 by Ava Lucanus

Do you commit this mortal sin on the phone?

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 your communication. We all have bad days. But when your customer is at the receiving end of your bad day, they only have your voice tone to go by so will automatically make an assumption about your attitude and that of your company. To avoid fueling a dissatisfied customer, or even worse losing … [Read more...]

Filed Under: News

January 17, 2018 by Ava Lucanus

Ava is interviewed by ABC radio on how to manage difficult customers

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 customers and improve their customer service. Whilst customer service is becoming increasingly important in these competitive times, call centre employees are often at the receiving end of intense anger from customers and companies are not sure how to deal with this. There is an increasing trend of … [Read more...]

Filed Under: In the Media

October 27, 2017 by Ava Lucanus

This is what happens when you take your customers for granted

My local Woolies store is suddenly caring about me in a big way! They’re sending me love letters, showering me with love every time I enter the store, and showing their appreciation like never before. Because guess what? A shiny new Aldi store has just opened up across the road. We see companies doing this time and time again. They don’t appreciate their customers until the competition comes along, sweeps up their unappreciated … [Read more...]

Filed Under: News

August 4, 2017 by Ava Lucanus

How Easy Are You Making It For Your Customers?

After years of anticipation the NBN has finally arrived in my area! Feeling excited for the possibilities, I rang a provider that I’d heard offered NBN WiFi. After carefully navigating the options, I pressed 1 for sales and was politely informed by the announcement the estimated wait time was one minute. Easy! Eventually after what seemed an eternity, a very bored sounding woman answered, and said something that was indecipherable to me. … [Read more...]

Filed Under: News

April 7, 2017 by Ava Lucanus

How to Turn a Lemon into a Margarita – hone your complaint handling skills.

Customer experience is fast becoming the buzz word in business. Companies are talking about wanting to improve it. They are sending their staff on courses to learn how to provide better customer service. But do you know what providing a better customer experience really is? And how do you stand out from the rest? Firstly, what is the difference between customer service and customer experience? Customer service is simply what you DO. Companies … [Read more...]

Filed Under: News

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Communication Skills

Communication is the process of sending ideas, thoughts, and feelings, and … Read More

managing-complaining-customers

Exceptional Customer Experiences

Customer experience is the new economy, with latest research revealing; 86% of … Read More

challenging-customers

Managing Challenging Customers

Research indicates that 68% of customers are turned away by the indifferent … Read More

managing-challenging-customers

Telephone Skills

The telephone will often be the first point of contact for your … Read More

corporate sales training

Sales

To attract new customers and stay ahead of the rest requires most businesses to … Read More

corporate-teamwork-training

Effective Teamwork

“People don’t care how much you know until they know how much you care” … Read More

Happy Clients

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

Edge Communication presented a customer service program for our team in a series of workshops, mystery calls and follow up sessions designed for our IT Help Desk. Ava delivered the program in a very professional, engaging manner and our team took all of the new strategies back into the workplace. Three years later we are still actively implementing the skills Ava taught us and are successfully inducting all our new staff using Ava’s Telephone Procedures manual. Our staff have learnt the confidence and skills to not only diffuse our clients’ frustration when experiencing IT issues, but to achieve a quicker resolution, saving time and increasing productivity. It has been a delight working with Ava and I can’t recommend her enough. She really did help turn around my ragband team of Service Desk at the time into a very well oiled and communicative team. I have no hesitation in recommending Edge Communication if you want to improve your customer experience.

Jason Priest Service Manager, Future Logic

Ava displayed both an immediate rapport with our staff and an intimate knowledge of her subject. Ava also listened carefully and assisted the staff in relating to the issues being discussed in a very practical and professional manner.

Peter Lindsay- Macfadyen BDM, Express-Link Transport

Ava Lucanus from Edge Communication has been engaged by our firm to conduct communication workshops on numerous occasions. As a successful and local IT business, Leap Consulting has found her wealth of knowledge and training invaluable. Her professional manner and proven techniques have enabled our staff to not only manage all types of customers but provide confidence in dealing with them. Her highly skilled qualifications help to deliver information in an interesting, relevant and easy to understand manner. She has a very likeable and trustworthy nature and her interactional workshop ideas have been implemented within our organisation with great success”.

Zaun Bhana Managing Director, Leap Consulting

Ava is a very natural and engaging speaker, who I noticed a few years ago and have experienced many times in different settings since. Her language is very clear and pragmatic and she communicates on the level of her audience, to make it most relevant to them. We have engaged Ava as a communication expert twice in the past 2 years to train our staff in communication skills and we have always been impressed with her abilities as a speaker and trainer. I highly recommend her.

Doris Dengel Managing Director, Executive Staff Services

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Edge Communication
PO Box 711
South Fremantle, WA 6162
Australia

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