The Customer Communication Formula
by Charlotte Purvis

“The Customer Communication Formula is a guide for today and the future. My hope is that all generations in the workplace will benefit from the 3-F Formula.”
-Margaret Evans Gayle
Consultant, Charlotte’s mentor, plus she wrote the Foreword


“Having the heart and mind of Charlotte captured in a book is a gift.
I’m excited to keep learning from her through reading The Customer Communication Formula.”
-Shani Dowell
Possip, Founder and CEO

“I encourage leaders to read this book and connect with Charlotte personally. Invite her to speak to your teams so they can learn firsthand from an authentic and enthusiastic subject matter expert -- someone who lives to help others succeed.”
-Paula Hattley
(former director, pharmaceutical industry)

“With Charlotte’s help, I’ve learned how to communicate good news, bad news, and unwanted news to various stakeholders globally.”
-Tamika Tyson
Global credit leader

“I am so glad to know that Charlotte is sharing her formula in the book, The Customer Communication Formula. I know you will enjoy learning about the formula and how it can help you in your customer service role, in your career, and your personal life.”
-Susan Allen
Compliance professional 
(former Customer Service Professional)

“A few years ago, I told Charlotte, ‘You owe the world a book.’ This is it! I was one of the Customer Service Professionals who used her formula to create positive experiences for customers and by doing so, I advanced in my career as well.”
-Mi Kyung Chung, RN
Business owner
(former Customer Service Professional)

“Charlotte has a way of distilling the essence of human interactions to their core and relaying practical steps to take one’s Customer Experience skills from good to exceptional. The Customer Communication Formula is at the top of my list of tools we will use to take our Customer Experience to the highest level.”
-Paul Irving, MBA
Project Manager
(former Customer Service Professional)