Business Description

In an era preceding the very birth of the internet, the visionary Albert Einstein astutely remarked, "It has become appallingly obvious that our technology has exceeded our humanity." This profound observation captures the essence of a timeless dilemma—the ever-widening chasm between technological advancements and our innate human qualities.

Greetings, I am Ava Lucanus, the proud founder and Director of Edge Communication, a distinguished customer service training institute nestled in the heart of Perth. In an era dominated by the relentless march of technology, where the cherished realm of customer experience often fades into oblivion, my unwavering mission is to rekindle the essence of commitment and to resurrect the spirit of extraordinary customer service within organizations.

My personal voyage into the realm of customer service commenced in the embrace of childhood. As I lent a hand in my parents' modest retail enterprise, a revelation dawned upon me—an unwavering realization of the significance of impeccable customer service and the art of interpersonal communication. The rudiments of answering a call with a smile, extending a courteous welcome, and embracing the subtleties that make patrons feel cherished were etched into my consciousness. Beyond academia, I naturally gravitated towards roles within the customer service domain, culminating in a span of two decades at the forefront of multifaceted industries spanning finance, retail, travel, and aviation.

By the early 1990s, I had transformed my aspiration into reality—a vibrant venture specializing in experiential marketing, with a tantalizing focus on chocolate and liquor tastings. A formidable feat accomplished without the crutch of a rigid business blueprint or substantial marketing investments. Against the odds, triumph was achieved, and the venture burgeoned, employing a dedicated cadre of 70 individuals. The foundation was built on the ethos of passion, enjoyment, courtesy, assistance, and benevolence—a mantra that seemed to beckon customers naturally. The disposition of my team was carefully curated to radiate joy, enthusiasm, and accessibility, even in the absence of an audience. In the year 2000, I relinquished the business, a chapter culminating in an extraordinary achievement—a mortgage ceremoniously paid off in full.

Fusing my role as a mother with the ardor for aiding others, I embarked on the role of a part-time telecommunications trainer, imparting expertise in telephony system utilization to various companies. In these sessions, while guiding receptionists through the labyrinth of live switchboards, I often espied a dearth in telephone etiquette and customer service finesse. Given my robust background in customer service, this anomaly gnawed at my sensibilities, sparking an inner call to action. The early 2000s heralded the conception of Edge Communication's Telephone Skills Training—an initiative aimed at refining the telephone-based customer service skills of organizations. Progress was relentless, and by 2007, Edge Communication had evolved to encompass a comprehensive suite of communication skills and customer service solutions spanning physical interactions and telephonic conversations.

At present, fortified by a four-decade odyssey, my fervor lies in channeling my knowledge to organizations yearning to cultivate profound customer relationships. These partnerships are illuminated by augmented profitability and an elevated reputation—a direct consequence of an enriched customer experience. Countless clients have transitioned from commonplace to remarkable, seamlessly weaving the elusive "WOW" factor into their operations. This paradigm shift engenders recurrent business, slashes grievances, and amplifies reputations.

The meticulously crafted programs that bear my signature are a convergence of interactive, engaging, and result-driven techniques. The audience's pulse is painstakingly gauged, ensuring an environment where learning thrives and no participant is left wanting. Clients have bestowed upon me accolades of professionalism, expertise, geniality, engagement, support, and inspiration—attributes that permeate my wisdom, imparted with empathy and warmth. Heartening feedback underscores the transformative impact of my teachings—a realm where disgruntled customers dwindle and confident, jubilant staff emerges.

Earning the esteemed title of Certified Speaking Professional (CSP) from Professional Speakers Australia stands as a testament to my commitment to excellence. This distinction, awarded to a mere fraction of global speakers who exemplify unparalleled experience, expertise, and ethical principles, is intertwined with an unyielding dedication to continuous growth and customer gratification. In 2020, the advent of Covid-19 propelled me towards securing accreditation as a Certified Virtual Presenter—a mantle adapted to the evolving landscape of virtual instruction and presentation.

My steadfast commitment to remaining abreast of industry dynamics is epitomized through insightful blog articles that impart transformative insights, nurturing a culture of elevated customer experiences.

Anticipating our forthcoming discourse, I ardently await the opportunity to engage in a dialogue about how Edge Communication can unfurl the tapestry of exceptional customer experiences within your organization.

• Reviews & Ratings
• Write a Review