DC148 Interview: Charlotte Purvis on The Customer Communication Formula

<p>Charlotte Purvis joins Timothy Keirnan for a discussion about ensuring good user experience with customer service professionals. When we call an organization for help with a product or service, these people are on the front line of customer interaction. How well they assist us will impact our perceptions of a product and the brand of the company that sold it. Charlotte's new book is <a href= "https://www.alibris.com/The-Customer-Communication-Formula-How-to-communicate-with-your-customers-and-boost-your-customer-service-brand-Charlotte-Purvis/book/48951950?matches=6" target="_blank" rel="noopener"><em>The Customer Communication Formula: How to Communicate with your Customers and Boost your Customer Service Brand</em></a>. She talks with Tim for 40 minutes about how she created her customer communication formula, how she coaches customer service professionals in call centers, and the importance of having a professional physical environment for people to do their best work in the office or at home. You can find Charlotte at her website</p> <p><a href= "http://www.charlottepurvis.com">www.charlottepurvis.com</a></p>