Elevate Your Communication and Customer Service Skills Communication and Customer Service are the Top 2 In-Demand Skills employers prioritize in today’s job market, according to LinkedIn. The Customer Communication Formula will help you get to the next level in both of these skillsets. As a Customer Service Professional , you already know the importance of your communication skills. This book is a highly-rated manual ( and even a course guide) for developing your skillsets and your own communication brand. Here’s what you will learn: • The 3-F Formula for customer communication, tested for 25+ years • Preferred words and phrases for effective customer communication • Words and phrases to avoid • Why the recommendations in this book are so important for your skillset • Plus, success stories and lessons from Customer Service Professionals just like you Customer Service Leaders will discover how to: • Analyze your company’s customer service program. • Customize your customer service approach. • Provide great customer service even during a crisis or critical event. • Manage challenging customer situations with ease. • Assure the quality of your Quality Assurance – with advice from Jeffrey Newman, Porsche Cars North America, Inc. "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-in-class customer service, Charlotte's 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." -- PAULA HATTLEY Former director, pharmaceutical industry North Carolina "Charlotte has a way of distilling the essence of human interactions to their core and relaying practical steps to take one's Customer Experience skills from good to exceptional. I'm 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 use to take our Customer Experience to the highest level." -- PAUL IRVING, MBA Contact center operations manager (former Customer Service Professional) North Carolina "I find myself referring to Charlotte's teaching while I'm coaching agents and managers, communicating in meetings, preparing presentations, and presenting myself professionally on the phone and in person. I know you will enjoy learning about The Customer Communication 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 "Charlotte's formula is powerful! It will equip the reader with skills far beyond 'excellent customer service'-- to a new level where they can meet the customer's unspoken and often emotional needs, as well as their informational needs. Helping others so profoundly, and feeling the positive impact to customers, creates increased passion for delivering amazing service. Charlotte teaches how to deliver customer service that changes lives." -- KATIE COLE Program manager (former Customer Service Professional) Florida "Reading The Customer Communication Formula , 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. Charlotte gave me insights--both strategic and tactical--that 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." -- SHANI DOWELL Possip, Founder and CEO Tennessee CHARLOTTE PURVIS is a highly-rated speaker and communication consultant who has influenced an average of one million customer interactions each year for over 20 years. She consults, trains, and speaks on customer service, business communication, and leadership development for global companies, universities, and community organizations. She practices what she teaches as evidenced by nearly 100% of her engagements coming from repeat or referral business. Charlotte holds B.S. and M.S. degrees from the University of Wisconsin-Madison. She has served in training, leadership, and teaching roles at Iowa State University, North Carolina A& T State University, North Carolina Department of Human Resources, and North Carolina Central University.