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March 13, 2019 by Ava Lucanus

How to be Empathetic and Keep your Cool

With customer service becoming the new black, more and more organisations are making it a focal point of their business. They are stressing on their people the importance of great customer service. As a result, empathy is one of the interpersonal skills that many organisations are placing on their list of values, as their promise to their customers.. But do people really understand what the word empathy means? And how so many people can see … [Read more...]

Filed Under: News Tagged With: complaints handling, Customer Service, empathy, Managing Expectations

December 6, 2018 by Ava Lucanus

How to Manage Your Own Wellbeing When Faced With Challenging Customers

Theodore Roosevelt was quoted as saying, “People don’t care how much you know, until they know how much you care”. With more consumer choice than ever before, our world is becoming increasingly customer focused. Successful companies are prioritising the value of soft skills. It’s all very well to have the technical or complex product knowledge, but if you are unable to communicate that knowledge effectively to your customer in a way that they … [Read more...]

Filed Under: News Tagged With: complaints handling, customer experience, Customer Service, workplace stress, workplace wellbeing

March 7, 2014 by Ava Lucanus

The 7 Things You Need To Do To Create The WOW Factor

Recent studies reveal that 86% of buyers will pay more for a better customer experience. Easy, I hear you say? Here’s the thing; only 26% of companies have a well-developed strategy in place for improving their customer experience. So what exactly do we mean by this new buzz word ‘the customer experience’? The ‘customer experience’ is the sum of all the experiences that a client has with you, over the duration of their relationship with you. … [Read more...]

Filed Under: News Tagged With: Ava Lucanus, complaints handling, customer experience, customer experience audit, customer service procedures, managing, telephone etiquette

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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

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
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
Sensible, Practical Information with no Hype

Sensible, practical information with no HYPE. Well researched including customisation to our particular needs. CONCISE!

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
Engaging and Captivating

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
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Edge Communication
PO Box 711
South Fremantle, WA 6162
Australia

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