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.