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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

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Episode description

DC148 Interview: Charlotte Purvis on The Customer Communication Formula

Episode description