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August 26, 2013 by Ava Lucanus

How To Create An Extraordinary Customer Experience

A startling national Australian study has revealed that the perceived service standards of the business owners and managers vs the experience that the customers receive can be very different indeed. In fact it appears there is a huge gap! The studies released by consumer commentator Barry Urquhart, show 82% of business owner and manager respondents stating that the service offered by their businesses was either “good”, “very good” or … [Read more...]

Filed Under: News Tagged With: Ava Lucanus, Customer Service, Edge Communication, Extraordinary Customer Experience, Giving extra

June 20, 2013 by Ava Lucanus

How good is this for outstanding customer service?

Outstanding customer service is not a regular occurrence, but when it is shown it blows its competition out of the water. I received this message the other day, and straight away was astounded at how nice it was for Medibank to offer such a service, and by making it so easy for their customers to receive their Statement of Benefits. Medibank do not need to offer this service, however they know that by doing so they are going beyond their … [Read more...]

Filed Under: News Tagged With: Business Expectation, Customer Expectations, Customer Service, Giving extra, Managing Expectations, Meeting consumer needs

June 5, 2013 by Ava Lucanus

Quote of the week : Walt Disney

Walt Disney's quote here really takes business back to it's core purpose.  To become a successful business, you need to go that extra mile to exceed expectations of your customers. By doing so, your customers will repay you by bringing their friends. … [Read more...]

Filed Under: News Tagged With: Customer Service, Giving extra, Meeting consumer needs, Perth, walt disney

May 20, 2013 by Ava Lucanus

Quote of the week – That little ''Extra''

I always relate back to this quote when I talk about service. Customers are much more likely to talk about your business, when they have received that little ''extra''. Is YOUR business giving that little ''extra'' to your customers? … [Read more...]

Filed Under: News Tagged With: Customer Service, Extra, Giving extra, Managing Expectations, Meeting consumer needs, Perth, Service

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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

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
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
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
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Australia

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