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

by Charlotte Purvis

Offering best-in-class customer service significantly benefits your bottom increased sales, customer retention, goodwill, reduced turnover, and profit.Did you

Forbes estimates that businesses lose $75 billion a year due to poor customer service95% of customers tell others about a poor experience57% of consumers switch to another brand for a better customer experience86% of customers are inclined to pay more for a great customer experience67% of customers say their standard for a good customer experience is higher than everAs a leader who is aware of the importance of great customer service, are trying to find ways to increase customer loyalty and sales?Seeking a workable solution that helps boost your customer service and motivates your team?Exploring ways to expand your customer service competitive edge as an outsourcing contact center for other companies?You are not alone. This book is for you! Based on her 20+ years helping clients improve their customer communication across channels, customer communication expert Charlotte Purvis shares her proven formula for success in this easy-to-follow, conversational guidebook. Packed with examples of customer conversations, scripts, and training tips, this book will help you quickly create great customer experiences, improve your internal and external communication, and boost your customer service brand.Inside this book, you will discover how your company’s customer service using Charlotte’s proprietary 3F FormulaCustomize your customer service approach using The Customer Service Consultation in Part TwoProvide great customer service during a crisis or critical eventManage challenging customer situations with easeAssure the quality of your Quality Assurance – with advice from Jeffrey Newman, Porsche Cars North America, Inc.For more information or to schedule your consultation, please visit CharlottePurvis.com.

Genres: Business

174 pages, Kindle Edition

Published January 2, 2021

Reviews

[Ruby · Rating 4 out of 5]

“Your call is important to us”
You may have heard this many a times but business who have mastered the art of how to delight customers have outperformed others by 80%.
In the continuously evolving world, one thing which has not changed is how great customer service is directly proportional to the growth and brand value of an organization.
A customer is still the raison d'être. And how do we service them so they keep coming back to us?
This book ‘The Customer Communication Formula’ is an excellent read by Charlotte Purvis. She is an accomplished Entrepreneur, Author, Consultant, and Speaker with over 20 years of service, and she has leveraged her experience in this small but insightful book.
The Book contains valuable insights on how to rule the roost with excellent formulas that are easy to follow, easy to remember and easy to adapt
With 7 chapters and 3 parts, the book elaborate on the formula for building a great customer communication ecosystem, there is a column of “from my Notebook” and “Training Talk” which articulate really well the usage of each formula and examples from real life business organizations helps to change your team into a high performing customer happiness engine.
The 5 F’s as a foundation and then reveals in a consistent manner on delivering the outcome we would want to see in customer delight.
I personally like the chapter which dwells on to use the correct words, for a conversation which satiates and makes the customer leave WOW (ed) to return back again and again. Some of the concepts like Swivel, service recovery paradox resonated with me.
This could be a guidebook with actionable strategies for larger organizations, businesses to impress and delight customers.
A highly recommended book.

[Timothy Dorr · Rating 5 out of 5]

Customer Service to a High Level
This book is definitely for Customer Service! The author, Charlotte Purvis, has written a masterpiece to guide individuals or teams to function at a high level in Customer Assistance. Miss Purvis uses formulas (Customer Communication, the 3-F, for one example) and tables with real-world examples to guide the reader on how successfully become a communicator with any Customer Service Professional (CSP).

Using ‘From My Notebook’, which is a treasure-trove of her experience, the author lays out strategies such as The Swivel, Sticky Note Reminders, and Chairs for the CSP’s. Which, as all teams and leaders need – A strategy to become loyal and always be loyal to their users.

Miss Purvis gives the reader or teams several Checklists to help them plow through the challenges of building client relationships. I love how she ends chapters with some bonus questions for the readers to find ideas to think more about each of Charlotte’s strategies.

All in all, a great system to keep the customer satisfied and continue to keep them as a future client. An absolute must for the reader, team, or corporation that needs to improve the service model to keep a business thriving in any market.

[Wisconsin Alumni]

Charlotte Purvis ’75, MS’76
Author

This is a two-in-one book written for Customer Service Professionals and Leaders. I introduce the 3-F Formula I have tested with hundreds of Customer Service Professionals over 25+ years. After introducing the formula, we take a deep dive into the customer journey — from the connection to the conversation to the closing. You will learn preferred verbiage and will better understand the reason for the approaches presented.

I bring you into my world as a customer service consultant by sharing lessons from my notebook, insights, and personal stories just as I would if you were a client. Chapters 5 and 6 are written for leaders, with questions focused on brand and company culture. If you’re looking for ideas on managing through a crisis or critical event, that’s covered in Chapter 7.

A bonus: UW-Madison professor Paula Niedenthal (psychology) is mentioned on page 15.

A reviewer shared this comment about the usefulness of The Customer Communication Formula:

I think this book is a must read for CSPs (Customer Service Professionals) to help them look at the world from the eyes of the customers and have a successful communication that help them both succeed.

Thanks to the author for this amazing book. (Reemahmad, July 2023)

[Poet Osarenagharu Okundaye · Rating 5 out of 5]

𝗕𝗼𝗼𝗸 𝗥𝗲𝘃𝗶𝗲𝘄 🔥
𝗧𝗵𝗲 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗖𝗼𝗺𝗺𝘂𝗻𝗶𝗰𝗮𝘁𝗶𝗼𝗻 𝗙𝗼𝗿𝗺𝘂𝗹𝗮 - 𝗖𝗵𝗮𝗿𝗹𝗼𝘁𝘁𝗲 𝗣𝘂𝗿𝘃𝗶𝘀

𝗧𝗵𝗲 𝗣𝗲𝗼𝗽𝗹𝗲'𝘀 𝗙𝗶𝗿𝘀𝘁

𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐬 𝐬𝐡𝐨𝐮𝐥𝐝 𝐬𝐢𝐭 𝐰𝐢𝐭𝐡 𝐩𝐫𝐢𝐝𝐞 𝐚𝐧𝐝 𝐫𝐞𝐢𝐧 𝐞𝐬𝐭𝐞𝐞𝐦 𝐢𝐧 𝐭𝐡𝐞 𝐩𝐚𝐥𝐚𝐜𝐞 𝐨𝐟 𝐨𝐫𝐠𝐚𝐧𝐢𝐳𝐚𝐭𝐢𝐨𝐧𝐬 𝐚𝐫𝐨𝐮𝐧𝐝 𝐭𝐡𝐞 𝐠𝐥𝐨𝐛𝐞. The best way to improve business relationship is to have the atmosphere where service exceeds the expectation of customers. 𝐂𝐡𝐚𝐫𝐥𝐨𝐭𝐭𝐞 𝐏𝐮𝐫𝐯𝐢𝐬 has designed the pattern which companies should navigate to go beyond the expectation of their clients anywhere in the world.

The 3F Communication Formula is one genuine antidote I have come across to solve the many communication ill of 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐒𝐞𝐫𝐯𝐢𝐜𝐞 𝐏𝐫𝐨𝐟𝐞𝐬𝐬𝐢𝐨𝐧𝐚𝐥𝐬 in a business environment.

The diagnosis of turbulent and derailed progress in the business world is disturbing, the need to replace 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝘀𝗲𝗿𝘃𝗶𝗰𝗲 with 𝗺𝗼𝗱𝗲𝗿𝗻 𝗮𝗻𝗱 𝘀𝗶𝗺𝗽𝗹𝗲 𝘁𝗲𝗰𝗵𝗻𝗶𝗾𝘂𝗲𝘀 cannot be overemphasized.

Among the patterns which service communication between business and customer should model is the blueprint designed in the work of Charlotte, 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗖𝗼𝗺𝗺𝘂𝗻𝗶𝗰𝗮𝘁𝗶𝗼𝗻 𝗙𝗼𝗿𝗺𝘂𝗹𝗮

𝗧𝗵𝗲 𝗯𝗼𝗼𝗸 𝗶𝘀 𝗵𝗶𝗴𝗵𝗹𝘆 𝗿𝗲𝗰𝗼𝗺𝗺𝗲𝗻𝗱𝗲𝗱 𝘁𝗼 𝗕𝘂𝘀𝗶𝗻𝗲𝘀𝘀 𝗢𝘄𝗻𝗲𝗿𝘀, 𝗠𝗮𝗿𝗸𝗲𝘁𝗲𝗿𝘀, 𝗙𝗿𝗼𝗻𝘁𝗹𝗶𝗻𝗲 𝗗𝗲𝘀𝗸 𝗢𝗳𝗳𝗶𝗰𝗲𝗿𝘀, 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝘂𝗽𝗽𝗼𝗿𝘁 𝗧𝗲𝗮𝗺, 𝗕𝗮𝗻𝗸𝗶𝗻𝗴 𝗮𝗻𝗱 𝗡𝗼𝗻 𝗙𝗶𝗻𝗮𝗻𝗰𝗶𝗮𝗹 𝗦𝗲𝗿𝘃𝗶𝗰𝗲 𝗣𝗿𝗼𝘃𝗶𝗱𝗲𝗿𝘀.

Poet Okundaye Israel 🌹

[Cmadler · Rating 5 out of 5]

As someone who's spent most of the last 20 years working in customer service and customer service management roles in the financial service industry, ranging from bank call center to retirement plan administration and just about everything in between, I've read a lot of books that purport to be "how-tos" for customer service. This is by far the best I've ever come across.

Purvis's writing is accessible and chock-full of recommendations that anyone in a customer-service role can quickly take advantage of. More than that, I feel like there are a lot of ideas that I've thought about over the years that Purvis has eloquently and concisely put into words. I wish I'd had a copy of this book 20 years ago, and I feel strongly enough about the advice contained here and the way that advice is presented that I'm planning on purchasing copies of this book for all my employees. I don't know how much more emphatic I can make my recommendation of this book.

[Reemahmad · Rating 5 out of 5]

This book teaches a formula specific for customers services employees, whose the book calls them Customer Support Profissionals, or CSPs for short; on how to handle a call in the most effecient way. The formula is described in three words Friendly, formal and focused or 3-F formula.

The book starts with an introduction giving us a glims why this book was writen a who should read it and summarise what to expect from each chapter.

The  book takes you on a  journey from the begining of the call with customer how to process the call and how to finish it. In each stage of the call the book describes how to apply the 3-F formula. The book gives detailed examples and  suggested phrases for each stage. Also in each chapter there are notes from the author from her long experience in customer support and training of CSPs.

While reading, this book gave me positive vibe and I was picturing my customer support encounters as a customer and as a CSP analyzing the responses and what should be said or done.

I think this book is a must read for CSPs to help them look at the world from the eyes of the customers and have a successful communication that help them both succeed.

Thanks to the author for this amazing book.

[Het · Rating 4 out of 5]

Absolutely well written and a wholesale self help book for someone working in customer service. From the precisely written content, with follow up tasks supplied with appropriate responses also and lastly the author's own experience (from the notebook). The content is useful and also presented in an easy to read and use way.
What stopped me from giving full 5 stars was basically Chapter 8 onwards the content was blah or more like self advertising. There is nothing wrong with that except I felt it was unnecessary.