Currently based in North Carolina, USA, Charlotte Purvis’ career was heavily influenced by her time speaking in church at her home town in Alabama. Today, Charlotte is a highly sought after Customer Service Consultant, trainer, coach, speaker, and author of ‘The Customer Communication Formula’.

I really enjoyed discussing with Charlotte about how we communicate with our customers. Join our conversation as we explore Charlotte’s Customer Communication Formula, future-focused feedback and what we can learn from hotel housekeepers. What’s clear from this interview is that regardless of what channel you use to communicate with your audience, customer service begins with the leader. 

Links:

‘The Customer Communication Formula’ by Charlotte Purvis: https://www.amazon.com/Customer-Communication-Formula-communicate-customers/dp/1946425680/ 

‘The One Minute Manager’ by Ken Blanchard: https://www.amazon.com/Manager-Kenneth-Johnson-Spencer-Blanchard/dp/B002BFP0SO/ 

Twitter @SpeakerCPurvis: https://twitter.com/speakercpurvis 

CharlottePurvis.com: https://www.charlottepurvis.com/ 

#37: The Importance of Employee and Customer Experience with The Boy Bailey Speaks: https://hospitality-mavericks.captivate.fm/episode/37-the-importance-of-employee-and-customer-experience-with-the-boy-bailey-speaks-aka-kieron-bailey 

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A big thank you to our sponsor Bizimply who are helping progressive leaders and operators making every shift run like clockwork. Head to our website at www.bizimply.com or email them directly at advice@bizimply.com.