“It has become appallingly obvious that our technology has exceeded our humanity” were the prophetic words of Albert Einstein, uttered in an era antecedent to the digital revolution. These sentiments encapsulate a timeless quandary—the balance between rapid technological progress and the enduring essence of human connection.
Greetings! Ava Lucanus here, the founder and guiding force behind Edge Communication, a preeminent hub for customer service training nestled in Perth. In today’s whirlwind of technological advancements, where the essence of customer experience often languishes, my mission stands as a beacon—to resuscitate the art of commitment and to restore the golden age of customer service within modern organizations.
My personal odyssey into the world of customer service commenced as a child, amid the bustling environment of my parents’ modest retail venture. In those formative years, I discerned the quintessence of exceptional customer service and the art of forging interpersonal bonds. The rudiments of answering a call with a genuine smile, extending a warm welcome, and weaving those subtle threads that confer a sense of worth upon patrons were etched indelibly into my consciousness. My educational pursuits naturally gravitated towards roles in the customer service realm, engendering a rich two-decade journey spanning diverse sectors such as finance, retail, travel, and aviation.
By the dawn of the 1990s, my aspirations crystallized into reality—an experiential marketing venture centered around tantalizing offerings of chocolate and liquor tastings. A feat achieved sans a rigid business plan or hefty marketing investments, yet the venture burgeoned into a thriving success, employing a dedicated workforce of 70. At its core lay a philosophy of passion, enjoyment, courtesy, assistance, and benevolence—a blend that seemed to magnetize customers organically. The disposition of my team was curated to radiate happiness, enthusiasm, and approachability, even in the absence of an audience. This journey culminated in the year 2000, when I relinquished the reins, celebrating the triumphant payoff of my mortgage—a testament to unwavering dedication.
Integrating the role of a mother with my passion for aiding others, I embarked on a stint as a part-time telecommunications trainer, imparting the intricacies of telephony systems to diverse corporations. In these immersive sessions, while guiding receptionists through the intricacies of live switchboards, I often observed a lacuna in telephone etiquette and customer service finesse. Given my profound background in customer service, this gap sparked an inner call to rectify. Thus, in the early 2000s, the seeds of Edge Communication’s Telephone Skills Training were sown—a visionary endeavor aimed at honing the telephone-based customer service capabilities of organizations. The journey knew no bounds, and by 2007, Edge Communication had metamorphosed, spanning a comprehensive repertoire of communication proficiencies and customer service acumen, both in-person and over the telephone.
Today, enriched by over four decades of traversing this domain, my ardor lies in disseminating my expertise to organizations striving to cultivate resilient customer relationships. These partnerships are illuminated by heightened profitability and an elevated standing—a direct outcome of an augmented customer experience. Countless clients have transcended mediocrity, weaving the elusive “WOW” factor into their operations. This transformation begets recurring business, mitigates grievances, and fortifies reputations.
The meticulously sculpted programs bearing my imprimatur are a convergence of interactive, engaging, and outcome-driven methodologies. The rhythm of the audience’s pulse is meticulously gauged, fostering a realm of flourishing education, where no participant is left behind. Clients’ testimonies reflect attributes of professionalism, expertise, affability, engagement, support, and inspiration—qualities that underscore my imparted wisdom, infused with empathy and warmth. Anecdotes of transformation abound—where disgruntled customers wane, and a cadre of confident, jubilant staff emerges.
Earning the revered Certified Speaking Professional (CSP) accolade from Professional Speakers Australia stands as a testament to my unwavering commitment to excellence. Bestowed upon a mere fraction of global orators exemplifying unparalleled experience, expertise, and ethical conduct, this distinction is entwined with an enduring dedication to perpetual growth and client contentment. The year 2020 witnessed a paradigm shift as Covid-19 underscored the need for virtual training and presentation—an evolution that propelled me to secure the accreditation of Certified Virtual Presenter.
Staunchly committed to keeping abreast of industry trends, I disseminate fresh insights through regular blog articles, nurturing a culture of enriched customer experiences.
Enthusiastically anticipating our imminent conversation, I am poised to embark on a dialogue, exploring the avenues through which Edge Communication can catalyze exceptional customer experiences within your esteemed organization.
Edge Communication
