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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

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...]

Filed Under: In the Media

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...]

Filed Under: In the Media

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...]

Filed Under: In the Media Tagged With: Advertising, Customer Service, customer service representatives, Facebook, Front line staff, Marketing, Social Networks, Twitter

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Communication Skills

Communication is the process of sending ideas, thoughts, and feelings, and … Read More

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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

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Effective Teamwork

“People don’t care how much you know until they know how much you care” … Read More

Happy Clients

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
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
Confidence Building Workshops

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
I would definitely recommend Ava for any future workshops

Ava recently presented a workshop for our organisation in Dealing with Difficult Customers, using the Click Colours tool. The training was well attended by our staff who commented that Ava presented in a very professional, engaging manner. They all felt they walked away with new skills and took suggested ideas back into the workplace. I would definitely recommend Ava for any future workshops.”

V. Small
Customer Service Manager, Shire of Augusta Margaret River
A simple but powerful teaching tool

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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