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February 11, 2021 by Ava Lucanus

Customer Service is Not Just a Department

No matter what business you're in, this article is relevant to your business. Whether you call it a customer service department, a client help desk, a support line, or reception, it's likely you have one, two, or a team of people who are responsible for the delivery of your customer service. But it's not just their job. For your customer to have great experiences that they will rave about to others, every single person in your … [Read more...]

Filed Under: Uncategorized

October 8, 2020 by Ava Lucanus

Customer Service in A Virtual World

It was Friday 13th March 2020. A Black Friday beyond imagination! I was in Adelaide at the Professional Speakers Association annual convention with 200 other speakers and trainers, possibly the last conference ever before Covid-19 erupted and Australia was locked down. As the convention weekend progressed, our phones buzzed constantly with text messages and emails cancelling our gigs for the rest of the year. The speaking industry was hit hard … [Read more...]

Filed Under: News, Uncategorized Tagged With: Customer Service, customer service on teams, customer service on webex, customer service on zoom, virtual customer service

July 30, 2020 by Ava Lucanus

Is The Customer Always Right?

If you are in the service industry…and if you’re reading this, you most likely are…you will have heard the universal law of customer service, ‘The Customer is Always Right’. This phrase was made famous by Harry Gordon Selfridge , a successful retailer over 100 years ago, who learnt early in his career that the success of his department store depended on the happiness of his customers. Swiss hotelier César Ritz, founder of Ritz Carlton … [Read more...]

Filed Under: News, Uncategorized Tagged With: customer, Customer Service, empathy, is the customer always right, listen

May 19, 2020 by Ava Lucanus

How to Convert More Telephone Enquiries

Only two months ago, we were all heading for cover…uncertain of what the future held for us, our families, colleagues, and businesses.  So we all did what we were told! And thankfully now Australia is starting to resurface from the crisis. While we still have a way to go, helplessness has turned into hopefulness and there is a general air of confidence and positivity about. Business is starting to pick up as the government stimuli roll out … [Read more...]

Filed Under: News, Uncategorized

March 31, 2020 by Ava Lucanus

How to showcase your customer experience during COVID-19 crisis.

Right now, we are living in a chaotic and uncertain world. As we’ve seen in the media and perhaps even personally, times like this bring out the worst in people. We have all witnessed the behaviours of customers in supermarkets and other shops where people are stripping the shelves bare. People are panicking! Some clients have asked me why customers behave in this way at times like this. Well I’m not a behavioural scientist, but from what I’m … [Read more...]

Filed Under: News, Uncategorized

December 17, 2019 by Ava Lucanus

Ava selected as WA President 2020 Professional Speakers Australia

… [Read more...]

Filed Under: In the Media

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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

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”.

Zaun Bhana
Managing Director, Leap Consulting
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.

Sue
Office Manager Primewest
A Goldmine for Staff

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
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.

Peter Lindsay- Macfadyen
BDM, Express-Link Transport
Sensible, Practical Information with no Hype

Sensible, practical information with no HYPE. Well researched including customisation to our particular needs. CONCISE!

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