December 17, 2019 by Ava Lucanus

Ava selected as WA President 2020 Professional Speakers Australia

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About Ava Lucanus

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 recognized 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.

Three years later we are still actively implementing the skills Ava taught us

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.

Practical and Professional

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.

A simple but powerful teaching tool

The recorded role play is a simple but powerful teaching tool which enabled our admin assistants to hear their own voice and recognise the need to use the right tone of voice and words to give the caller confidence. We felt at ease with Ava and are now much more confident and have the tools to deal with most situations. We are experiencing more positive responses from callers. I have no hesitation in recommending Ava and Edge Communication to any company.

Ava is a very natural and engaging speaker

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.

Confidence Building Workshops

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”.

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