In the Media Archives - Page 2 of 2

October 26, 2012 by Ava Lucanus

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...]

September 24, 2012 by Ava Lucanus

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...]

August 22, 2012 by Ava Lucanus

Staff on the front line for Marketing

Edge Communication have featured in the Western Australia Business News (WABN) with an article called ''Staff on the front line for Marketing''. The article discusses how although many businesses are jumping on the 'social bandwagon' by promoting their businesses through the new must haves like Facebook and Twitter, it is time for them to take a step back and examine their front line staff. To view the full article and see our top 4 tips in … [Read more...]

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

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

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 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 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

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