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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

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

April 16, 2016 by Ava Lucanus

Focus on the Customer Experience and Profit Will Follow

What area of your business is most important to you? Many will say profit and growth without thinking about the driving force behind it; the customer experience. In 2007, I was lucky enough to live every parent’s dream and take my daughter to Disneyland. Previously, as a young adult in the mid 80s, I had taken myself to Disneyland and had been overwhelmed by the spectacular service and smooth operation of the theme park.  But this time, … [Read more...]

Filed Under: In the Media

November 20, 2014 by Ava Lucanus

The Lost Art of Communication

An apple a day was something you ate every day to keep the doctor away and a tablet was what you took when you were ill. The rate of development in communications technology is without precedent in the history of mankind. The rapid uptake of the internet, social media, smartphones, tablets, interactive voice response, voicemail, and email attests to this. But amid all these gains, are we losing something in terms of how we relate to one … [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

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

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 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 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

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

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Edge Communication
PO Box 711
South Fremantle, WA 6162
Australia

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