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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

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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

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Managing Challenging Customers

Research indicates that 68% of customers are turned away by the indifferent … Read More

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Telephone Skills

The telephone will often be the first point of contact for your … Read More

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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
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
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
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Edge Communication
PO Box 711
South Fremantle, WA 6162
Australia

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