Edge Communication

  • Home
  • Program
    • Manage Challenging Customers
    • Effective Teamwork
    • Telephone Skills Training Perth
    • Communication Skills
    • Exceptional Customer Service Training
    • Sales
  • About
    • About Edge Communication
    • Clients
  • Blog
  • FAQ
  • Contact

October 8, 2020 by Ava Lucanus

Customer Service in A Virtual World

It was Friday 13th March 2020. A Black Friday beyond imagination! I was in Adelaide at the Professional Speakers Association annual convention with 200 other speakers and trainers, possibly the last conference ever before Covid-19 erupted and Australia was locked down. As the convention weekend progressed, our phones buzzed constantly with text messages and emails cancelling our gigs for the rest of the year. The speaking industry was hit hard … [Read more...]

Filed Under: News, Uncategorized Tagged With: Customer Service, customer service on teams, customer service on webex, customer service on zoom, virtual customer service

July 30, 2020 by Ava Lucanus

Is The Customer Always Right?

If you are in the service industry…and if you’re reading this, you most likely are…you will have heard the universal law of customer service, ‘The Customer is Always Right’. This phrase was made famous by Harry Gordon Selfridge , a successful retailer over 100 years ago, who learnt early in his career that the success of his department store depended on the happiness of his customers. Swiss hotelier César Ritz, founder of Ritz Carlton … [Read more...]

Filed Under: News, Uncategorized Tagged With: customer, Customer Service, empathy, is the customer always right, listen

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

September 17, 2014 by Ava Lucanus

How to Develop a Customer Driven Culture

Do you and your staff make it easy for your customers, to do business with you? Research reveals that 59% of customers expend moderate to high energy to resolve an issue, while 62% have to repeatedly contact the company. We're delighted to present the third in a series of customer experience articles recently published in the WA Business News by Ava Lucanus, Director of Edge Communication. Click on the link below to view the article and … [Read more...]

Filed Under: News Tagged With: customer engagement, customer experience, Customer Service

  • 1
  • 2
  • 3
  • 4
  • Next Page »

Free ebook – Are You Making These Costly Mistakes Over the Phone?

Enter Your Details Below to Subscribe and Receive Your Free eBook:

We won't share or sell your email, and you can unsubscribe anytime.



Corporate-Group-Pic-1

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

Sensible, Practical Information with no Hype

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

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
A Goldmine for Staff

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
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
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
<< Prev
Next >>

Edge Communication
PO Box 711
South Fremantle, WA 6162
Australia

Privacy Policy:
All information you supply to us is kept confidential, and is not shared with or sold to third parties.

Visit Our Social Media Pages

  • Facebook
  • LinkedIn
  • RSS
© 2021 Edge Communication | Sitemap | Website by Business Web Marketing Australia