Description

Prior to 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 the customer experience is so often ignored, my mission is to support organisations keep their promise…and bring back outstanding customer service.

My passion for customer service formulated as a child. While cheerfully helping out in my parents’ small retail business, I quickly discovered value of excellent customer service and interpersonal skills. I learnt how to answer the telephone with a smile, introduce myself politely, as well as state and perform the small things that make customers feel highly valued. After departing school I was naturally interested in customer service roles, and for the following two decades my techniques were honed at the front line of corporate, including banking, retail, travel and airline industries.

By the early 90’s I had built my dream business – an experiential marketing business specialising in chocolate and liquor tastings! Demanding job, but someone had to do it. With no solid business plan or paid marketing, we soon 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 prospects. I motivated my team to always look happy, enthusiastic, and approachable even when you think no one is watching. Eventually in 2000 I sold the business and reached what lots of people only dream of…I proudly walked into the bank and paid off my mortgage!

Opting to combine my role being a mother with my passion for helping people, I became a part time telecommunications trainer, teaching companies how to use their telephony systems. While sitting together with receptionists demonstrating them to use their live switchboard, I would often notice their insufficient right phone etiquette and customer service skills. With my powerful customer service background, this bothered me, and I believed it was my duty to do something about it. And so in the early 2000’s Edge Telephone Training was conceived ..helping organisations to improve their telephone customer service skills. By 2007, the business had progressed to Edge Communication, addressing every area of communication skills and customer service, face to face and over the telephone.

Nowadays with over four decades of experience, I am keen about providing my knowledge to organisations that want to build much stronger customer relationships and achieve increased earnings and good reputation by strengthening their customer experience. The majority of my clients have gone from normal to incredible in developing the WOW factor, that has earned them repeat business, saved them money and time in reducing complaints, and improved their reputation.

I design and deliver all my programs personally with a fun, interactive, engaging, results driven approach. I take the needs of my audience into consideration and will never make a participant experience so uncomfortable they will quit learning. I’ve already been described by my clients as being professional, expert, a genuinely nice person, engaging, supportive, inspirational and conveying my wisdom with understanding and warmth. I love listening to opinions from my customers about how much the learning has enhanced their customer experience and how they now deal with far fewer annoyed clients and enjoy more comfortable, more confident staff.

I am proud to have been given 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 customer satisfaction. In 2020, when Covid-19 suggested more virtual training and presenting, I achieved my accreditation of Certified Virtual Presenter.

I keep in front of the most recent industry trends with fresh strategies, and produce regular blog articles giving tips about how to increase your customer experience.

I’m really looking towards chatting with you soon, about how exactly I can assist your organisation to create remarkable customer experiences.