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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

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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

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
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
Sensible, Practical Information with no Hype

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

Practical and Professional

Ava displayed both an immediate rapport with our staff and an intimate knowledge of her subject. Ava also listened carefully and assisted the staff in relating to the issues being discussed in a very practical and professional manner.

Peter Lindsay- Macfadyen
BDM, Express-Link Transport
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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