Charlotte Purvis - The Customer Communication Formula: How to communicate with your customers and boost your customer service brand

THE CUSTOMER
COMMUNICATION FORMULA

Kind words from clients

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Charlotte was my customer service coach when I first joined a contact center in a medical information role. She observed as I managed customer calls and then coached me on how to improve my customer service skills. I developed a keen interest in learning more about her Customer Communication Formula and her coaching style. Later we worked closely together on a Call Management program for the team.

I have since moved on from that role. Even so, I find myself still referring to what I learned from Charlotte while Im:

Coaching agents and managers

Communicating with family members

Communicating in meetings

Preparing presentations

Presenting myself professionally on the phone and in person

I am so glad to know that Charlotte is sharing her formula in the book, The Customer Communication Formula. I know you will enjoy learning about the formula and how it can help you in your customer service role, in your career, and your personal life.

SUSAN ALLEN

Compliance professional
(former Customer Service Professional)

North Carolina

A few years ago, I told Charlotte, You owe the world a book. This is it! I was one of the Customer Service Professionals who used her formula to create positive experiences for customers and by doing so, I advanced in my career as well. I encourage you to use The Customer Communication Formula to enhance your customer service and advance your career.

MI KYUNG CHUNG, RN

(former Customer Service Professional)

North Carolina

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Charlottes formula is powerful! Her coaching equipped me with skills far beyond excellent customer serviceto a new level where I meet the customers unspoken and often emotional needs, as well as their informational needs. Helping others so profoundly, and feeling the positive impact to my customers, creates increased passion for delivering amazing service. Charlotte teaches how to deliver customer service that changes lives. And having these skills has changed my life in countless positive waysboth professionally and personally.

KATIE COLE

Program manager
(former Customer Service Professional)

Florida

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Great customer service has been, is, and always will be a part of the recipe for winning in business. If you are trying to unlock the recipe for best-inclass customer service, Charlottes new book, The Customer Communication Formula, is a must read. The book reveals simple, time-tested, actionable industry best practices to put in place to win with your customers.

Im so excited that Charlotte is sharing her wonderful knowledge and expertise on the classic topic of Customer Service. She is an extraordinary coach and friend that I was blessed to have met 10 years ago, when I was a leader in a pharmaceutical company. Something she taught me that Ill never forget is in order to achieve best-in-class customer service and to succeed at life in general: Communication is #1.

I remember telling Charlotte that she should write a book. I encourage leaders to read this book and connect with Charlotte personally. Invite her to speak to your teams so they can learn firsthand from an authentic and enthusiastic subject matter expertsomeone who lives to help others succeed.

PAULA HATTLEY

Former director, pharmaceutical industry

North Carolina

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Charlotte has a way of distilling the essence of human interactions to their core and relaying practical steps to take ones Customer Experience skills from good to exceptional. Im always looking for new ways to provide exceptional service to our customers. The Customer Communication Formula is at the top of my list of tools we will use to take our Customer Experience to the highest level.

PAUL IRVING, MBA

Contact center operations manager
(former Customer Service Professional)

North Carolina

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I met Charlotte through the Google Black Founders Exchange. Her people-centered way and customer driven ideas made me know I had to work with her more! Through my work with Charlotte, I not only saw more clearly through the eyes of my customer, I tapped into my own authentic voice that helped me shape the experience for my team members and customers alike. She gave me insightsboth strategic and tacticalthat helped me set my team and company on a new course. Having the heart and mind of Charlotte captured in a book is a gift. Im excited to keep learning from her through reading The Customer Communication Formula.

SHANI DOWELL

Possip
Founder and CEO

Tennessee
www.possip.com

Charlotte taught a virtual class for an association of organizing professionals I belong to. Her class was chock-full of valuable and ready-to-apply information. I remember her professional and thorough way of presenting the class. Relatable in her speaking, she showed expertise on communicating with customers. In her work, she demonstrates strategies that help to create better communication bridges with every single client. I endorse The Customer Communication Formula because it will help every single person who reads itincluding me.

NACHO EGUIARTE, CPO

Certified Professional Organizer Specialist
in Chronic Disorganization, Hoarding, and Aging

Owner of nachOrganiza
Serving the cities of Guadalajara and Culiacan in Mexico

www.nachorganiza.com

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I look forward to reading The Customer Communication Formula and know I will learn from it. I admire Charlottes ability to listen and the artful way that she practices what she teaches about Customer Service. The CFOs in our organization continue to be inspired by her presentation, Leadership and the CFO. Charlotte makes a compelling case for working effectively with your internal and external customers.

BRIDGET LEE-YOUNG

Chief Executive Officer, Salus Solutions LLC
Chairman of the Board, RTP CFO Forum

North Carolina

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Effective communication is one of the most important business skills required for success. With Charlottes help, Ive learned how to communicate good news, bad news, and unwanted news to various stakeholders globally. Ive also learned important lessons about the power of the words we use when communicating with others. The lessons learned have given me greater impact and increased my relationship capital, both personally and professionally. I look forward to reading The Customer Communication Formula so I can continue to learn important lessons from Charlotte.

TAMIKA TYSON

Global credit leader

Texas

THE CUSTOMER
COMMUNICATION FORMULA

How to communicate with your customers
and boost your customer service brand

Charlotte Purvis

The Customer Communication Formula

Copyright 2020 Charlotte Purvis

All rights reserved. No part of this publication may be reproduced, distributed, or transmitted in any form or by any means, including photocopying, recording, or other electronic or mechanical methods, without the prior written permission of the publisher, except in the case of brief quotations embodied in critical reviews and certain other noncommercial uses permitted by copyright law.