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

One conversation with a client changed everything for the author, Charlotte Purvis:

"We do not want the people answering the phones to sound like they are just sitting around at home talking to their family and friends."

That statement was the catalyst for Charlotte Purvis to develop the 3-F Customer Communication Formula.

Friendly + Formal + Focused = Customer Service Success

This Formula helped her clients create an environment where Customer Service Professionals (CSPs) spoke in a manner that customers would know they were contacting a Best-in-Class Contact Center, instead of someone sitting at home chatting on the phone with their family and friends.

That conversation with the client was over 20 years ago, and since then Charlotte Purvis has coached and trained hundreds of Customer Service Professionals using her 3-F Customer Service Formula. As a result, literally millions of customers have benefited from the service they've received based on this formula.

"Customer Service Professionals" include advisors, agents, consultants, assistants, specialists, representatives, coordinators, sales enrollment specialists, and basically anyone who communicates with customers.

In a world that is becoming increasingly more competitive, when anyone can start a business with a website and a product idea, and when more customers are buying online than ever before, outstanding customer service will set you apart from your competition. There is no question that investing in improving your customer service will pay dividends in the long term.

This book is for Customer Service Professionals, Corporate Leaders, Small Business Owners, Faith Community Leaders, Managers, Supervisors, Trainers, Coaches, Subject Matter Experts, Government Agencies, Non-profit Organizations, and anyone interested in customer communication and customer service success.

Here's some of what you will discover in this book:

• Three key words that Customer Service Professionals and Leaders need to know-and that have been successfully used to assist millions of customers.
• The Three Phases of Customer Interactions-Connection, Conversation, and Closure-and how to apply the 3-F Formula to each phase.
• How to speak the language of customer service, manage challenging situations, and offer each customer an excellent experience.
• 10 Statements Every Organization Needs in order to develop a custom approach to Customer Service.
• How to provide Extreme Customer Service, especially during a global crisis.
• Success Stories about how the 3-F Customer Communication Formula has helped clients reach and exceed their customer service goals.
• The Charlotte Purvis Story about how she took lessons learned in her beloved Tuscaloosa, Alabama, and from her years of client engagements to develop a formula that not only benefits customers but also helps her clients advance in their personal and professional lives.
• A BONUS chapter is included of conversations the author had with Jeffrey Newman, Customer Care Manager of Porsche Cars North America, Inc. Jeffrey shares his leadership philosophy as well as some of his famous "Newmanisms" and gives us a glimpse into what's next for Customer Care.
• And More

This book is really two books in one. Part 1 is for Customer Service Professionals (CSPs) and part 2 is for Customer Service Leaders. Lots of CSPs move on to roles of additional leadership and this book prepares them for that next level.