DC148 Interview: Charlotte Purvis on The Customer Communication Formula

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 The Customer Communication Formula:
How to Communicate with your Customers and Boost your Customer
Service Brand. 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


www.charlottepurvis.com