It has become appallingly obvious that our technology has exceeded our humanity" forewarned Albert Einstein in an epoch predating the internet's advent. This cautionary statement resonates profoundly as a reminder of the perennial tension between technological leaps and our intrinsic human qualities.
Greetings! I am Ava Lucanus, the proud visionary behind Edge Communication, a premier institute for customer service training nestled in Perth. In an age where technology's relentless march often obscures the importance of the customer experience, my unwavering purpose is to reignite commitment and restore the luster of exceptional customer service within organizations.
My foray into the world of customer service unfolded during my formative years. Assisting in my parents' quaint retail venture, I swiftly recognized the potency of exemplary customer service and interpersonal dexterity. Answering calls with a genuine smile, extending courteous greetings, and weaving the small touches that render patrons cherished—these early lessons etched a lasting impression. My vocational journey naturally gravitated toward customer service roles, paving a trajectory that spanned two decades across diverse sectors including finance, retail, travel, and aviation.
The early 1990s witnessed the manifestation of my aspirations—a venture dedicated to experiential marketing, tantalizingly centered around chocolate and liquor tastings. With no formal business plan or grand marketing strategies, our success burgeoned, ultimately employing a team of 70. Rooted in the values of passion, enjoyment, courtesy, assistance, and benevolence, our ethos seemed to magnetize customers effortlessly. The disposition of our team radiated happiness, enthusiasm, and approachability, even when the audience was absent. This journey culminated in the year 2000, marked by the gratifying payoff of my mortgage—an emblem of dedication's triumph.
Merging the roles of a mother and a catalyst for change, I ventured into part-time telecommunications training, sharing the intricacies of telephony systems with corporate entities. Guiding receptionists through live switchboards, I observed a recurring deficit in telephone etiquette and customer service finesse. Fueled by my background in customer service, this observation catalyzed a call to action. Thus, in the early 2000s, the seeds of Edge Communication's Telephone Skills Training were sown—an initiative designed to polish organizations' telephone-based customer service skills. This initiative evolved incessantly, shaping Edge Communication into a comprehensive hub encompassing communication skills and customer service proficiency across diverse platforms.
Today, drawing upon a rich history spanning four decades, I am impassioned to share my insights with organizations striving to cultivate robust customer relationships. These partnerships are illuminated by amplified profits and an elevated reputation—an outcome of enriched customer experiences. Scores of clients have transcended the ordinary, weaving the elusive "WOW" factor into their operations. This transformation begets enduring patronage, mitigates grievances, and solidifies reputations.
The programs I craft and deliver bear my distinct imprint—marked by interactivity, engagement, and outcomes. The audience's rhythm is meticulously gauged, nurturing an environment where learning thrives and no participant is left behind. Clients' testimonials resonate with descriptors like professionalism, expertise, amiability, engagement, support, and inspiration—qualities that encapsulate my insights, disseminated with empathy and warmth. Stories abound of metamorphosis—where disgruntled customers recede and confident, jubilant staff emerge.
The esteemed title of Certified Speaking Professional (CSP) bestowed by Professional Speakers Australia attests to my unwavering dedication to excellence. This recognition, conferred upon a select fraction of global speakers embodying unparalleled experience, expertise, and ethical integrity, stands as a testament to my commitment to perpetual growth and client satisfaction. In the year 2020, the advent of Covid-19 catapulted virtual training and presentation to the forefront, spurring me to secure the accreditation of Certified Virtual Presenter.
In my pursuit of staying abreast of industry dynamics, I regularly craft insightful blog articles, disseminating valuable tips for enhancing customer experiences.
Eagerly awaiting our impending conversation, I am poised to embark on a dialogue that explores how Edge Communication can infuse your organization with exceptional customer experiences.