Edge Communication
Long before the internet was even invented, Albert Einstein said “It has become appallingly obvious that our technology has exceeded our humanity”
Hi, I’m Ava Lucanus, proud founder and Director of Perth’s leading customer service training practice, Edge Communication. In this fast paced, technology driven world, where customer experience is so often overlooked, my mission would be to help organisations maintain their promise…and bring back exceptional customer service.
My passion for customer service formulated as a child. While cheerfully assisting in my parents’ small retail business, I quickly learned value of excellent customer service and social skills. I learnt ways to answer the phone with a smile, introduce myself nicely, and also state and perform the small things that will make customers feel valued. Just after departing school I was naturally interested in customer service roles, and for the next two decades my knowledge were honed at the front line of corporate, including banking, retail, travel and airline industries.
By the early 90’s I had founded my dream business – an experiential marketing business specialising in chocolate and liquor tastings! Challenging job, but someone had to accomplish it. Without solid business plan or paid marketing, we rapidly became highly successful and in demand, employing 70 staff. My ethos was to love what you do, have fun, be courteous, helpful, and kind, and you will attract customers. I urged my team to continually look happy, enthusiastic, and approachable even when you think nobody is watching. Eventually in 2000 I sold the business and obtained what many people only dream of…I proudly walked to the bank and paid off my mortgage!
Choosing to combine my role as a mum with my passion for serving people, I became a part time telecommunications trainer, teaching companies the way to use their telephony systems. While sitting with receptionists showing them to use their live switchboard, I would often notice their insufficient right telephone social manners and customer service skills. With my formidable customer service background, this concerned me, and I felt it was my responsibility to do something about it. Therefore in the early 2000’s Edge Telephone Training was conceived ..serving organisations to further improve their telephone customer service skills. By 2007, the company had progressed to Edge Communication, dealing with all areas of communication skills and customer service, face to face and over the telephone.
Now with over four decades of experience, I am keen about delivering my skills to organisations who want to build more powerful customer relationships and achieve increased earnings and reputation by improving their customer experience. Several of my clients go from normal to remarkable in developing the WOW factor, that has earned them replicate business, saved them money and time in reducing complaints, and improved their status.
I design and supply all my programs personally with a fun, interactive, engaging, results driven approach. I take the needs of my audience into mind and will never make a participant feel so awkward that they stop learning. I’ve actually been described by my customers for being professional, expert, a genuinely nice person, engaging, supportive, inspirational and conveying my wisdom with understanding and warmth. I really like listening to opinions from my customers on how much the learning has improved their customer experience and how they now come across far fewer upset customers and enjoy happier, more confident staff.
I am proud to have been granted the Certified Speaking Professional (CSP) by Professional Speakers Australia. The CSP is the top global speaking designation, given to less than 10% of speakers worldwide who can demonstrate an outstanding level of experience, expertise, and professional ethics, as well as a commitment to constant education and client satisfaction. In 2020, when Covid-19 meant more virtual training and presenting, I achieved my accreditation of Certified Virtual Presenter.
I keep ahead of the newest industry trends with fresh strategies, and produce regular blog articles giving tips about how to enhance your customer experience.
I’m really looking towards communicating with you soon, on how I can guide your organisation to create exceptional customer experiences.