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...]
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...]
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...]
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...]
