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...]
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...]
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...]
How annoying is your website?
Our very own Ava Lucanus has been offering her customer service expertise recently in an article written by James Bull consulting. The article discusses how many businesses websites are difficult to use and put off customers doing business with them. "Imagine employing an unfriendly salesperson to stand outside your business and annoy any customers who approach. As crazy as that idea sounds, it’s what many businesses might as well be doing." To … [Read more...]
Q & A with Ava Lucanus
The Ark Group have recently interviewed our very own Ava Lucanus for their upcoming release of a report called: Strategic Internal Communications: Boosting Corporate Culture, Productivity and Profitability. Within the interview, Ava's expertise is delved into, with specific reference to how the indiscriminate use of the telephone can impact on internal communications. With a wide range of questions and lots of useful hints and tips, this … [Read more...]
