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March 13, 2019 by Ava Lucanus

How to be Empathetic and Keep your Cool

With customer service becoming the new black, more and more organisations are making it a focal point of their business. They are stressing on their people the importance of great customer service. As a result, empathy is one of the interpersonal skills that many organisations are placing on their list of values, as their promise to their customers.. But do people really understand what the word empathy means? And how so many people can see … [Read more...]

Filed Under: News Tagged With: complaints handling, Customer Service, empathy, Managing Expectations

December 6, 2018 by Ava Lucanus

How to Manage Your Own Wellbeing When Faced With Challenging Customers

Theodore Roosevelt was quoted as saying, “People don’t care how much you know, until they know how much you care”. With more consumer choice than ever before, our world is becoming increasingly customer focused. Successful companies are prioritising the value of soft skills. It’s all very well to have the technical or complex product knowledge, but if you are unable to communicate that knowledge effectively to your customer in a way that they … [Read more...]

Filed Under: News Tagged With: complaints handling, customer experience, Customer Service, workplace stress, workplace wellbeing

October 24, 2018 by Ava Lucanus

Telephone Talk

Ava Lucanus from Edge Communication was honoured to be featured in this month's issue of workforce development magazine, IMPACT. Many businesses do not recognise the importance of getting it right over the phone. Even though the telephone is often the first point of contact for your customers. That means when you answer the phone or make a call, you are responsible for the first impression of your company, in your customer’s mind. It takes … [Read more...]

Filed Under: In the Media

October 1, 2018 by Ava Lucanus

How to Manage Customer Complaints and Stay Well

Anyone who works in a customer service role will know it to be a very stressful working environment. Meeting the constant demand of customers can cause overwhelming stress, and complaints are reported as a major source of workplace stress. If not managed effectively, they can too easily take their toll on your personal wellbeing. Customer feedback comes in all shapes and sizes and is not always positive. It’s easy to listen to glowing feedback … [Read more...]

Filed Under: In the Media

September 12, 2018 by Ava Lucanus

How to convert online reviews into loyal customers.

Even though the internet hasn’t been around for that long, it has fast become our most powerful marketing tool in business. Potential customers searching for your product or service will simply google it, and if you’re smart your business will show up on the first page. But here’s the thing. Most companies are not too smart when it comes to managing online feedback. You may have a marketing person/department that proudly creates regular posts on … [Read more...]

Filed Under: News

June 6, 2018 by Ava Lucanus

The one word you should avoid

In my workshops I talk about the words that can create obstacles in your customer’s mind and trigger negativity towards you. There's one word in particular that just won't go away. I hear it every day, in just about every service interaction I encounter and it's increasing in popularity. I’d like to share a short story about this word. On the last day of a recent trip to Melbourne my partner Mark and I were looking for somewhere nice for … [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

Engaging and Captivating

Ava presented two professional development workshops, the aim being to create an awareness of the importance of aligning customer experience with our brand promise. Ava did a wonderful job of achieving this aim and enabling our professional staff to identify how they can ensure their service delivery aligns our client’s experience with our firms values and our promise of “great people, great results.” Her seminar was engaging and captivated the attendees to understand better the customer journey, the use of different types of “language” and the importance of a customer service system. We all thoroughly enjoyed and benefited from her knowledge and have taken on board many of her ideas to improve our client service approach. Ava is an extremely professional and experienced communications consultant. She uses humour, interactive techniques and factual information to ensure she gets her message across to a diverse group of people. I would not hesitate to recommend Ava.

Lyn Hawkins
Business Development and Marketing Manager, HLB Mann Judd
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
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
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.

Doris Dengel
Managing Director, Executive Staff Services
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.

Jason Priest
Service Manager, Future Logic
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Edge Communication
PO Box 711
South Fremantle, WA 6162
Australia

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