Increase Customer Satisfaction with My Proven 3-F Formula

Friendly tone + Formal words + Focused conversation

Join the many Customer Service Professionals who are increasing customer satisfaction and building stronger teams by using the 3-F Formula.

Customer Service Leaders
and Customer Service Professionals:

You know the importance of effective communication. You also know it helps to have a systematic approach that everyone follows so there’s consistency. That’s what you get with the 3-F Formula.

You know your communication is to be polite. You also want to communicate with meaning, clarity and, courtesy.

You want to increase customer satisfaction, you want more consistency, and for everyone to communicate with confidence.

You’re looking for targeted training that provides information and real-world examples of what to say and how to say it.

You also want to help prepare team members for higher levels of leadership as you grow, gaining new customers and new team members.

Welcome to CharlottePurvis.com

Welcome to CharlottePurvis.com

Welcome to CharlottePurvis.com Welcome to CharlottePurvis.com

We want you to experience what hundreds of clients have experienced -- increased customer satisfaction, more team engagement, and business growth.

Hello, I’m Charlotte Purvis

I have spent 25+ years analyzing nearly every word my clients use when speaking with customers. I developed the 3-F Formula to give them a systematic approach to customer communication.

The formula is featured in my book, The Customer Communication Formula: How to communicate with your customers and boost your customer service brand.

My new online course is based on my book (also titled The Customer Communication Formula).

When you’re looking for your next podcast guest, webinar presenter, or company event speaker, it would be our pleasure to discuss what CharlottePurvis.com can contribute to your event.

Available for webinars, podcasts, and virtual events centered on the customer experience, especially the way we communicate with customers.

What We Offer

Online Training & Development

Online course & resources for Customer Service Professionals

CCCP Certification

Certified Customer Communication Practitioner (CCCP) certificate & badge

The Textbook and Ebook

A practical guide to better customer communication, for the team and leaders

Speaking & Events

Fully interactive presentations about the 3-F’s and the
CX team success

The book and online course are based on the same proven formula that provides you with tools and best practices you can use during your very next customer interaction.

You Can Start Today With the Book and Online Course

The Customer Communication Formula: Online Course

“It strikes the perfect balance between accessibility and impact. What impressed me most was how the curriculum distilled complex communication concepts into clear, digestible lessons.”

Samantha Argosino, CCCP
Harness Coaching

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

“Reading The Customer Communication Formula, I not only saw more clearly through the eyes of my customer, I tapped into my own authentic voice that helped me shape the experience for my team members and customers alike.”

Shani Dowell
Possip Founder & CEO

What Clients Are Saying

  • Charlotte's formula is powerful! She teaches you how to deliver customer service that changes lives. And having these skills has changed my life in countless positive ways--professionally and personally.

    Katie Cole
    Program Manager

  • Charlotte has a comfortable yet accountable style that has resulted in tremendous growth with my communication skills as well as the customer service acumen of the contact centers I am responsible for.

    Noah Holmes
    Head of Patient Access Services

  • If you want to unlock the recipe for best-in-class customer service with a focus on your communication, I highly recommend Charlotte's book and her new course--for you and your team.

    Paula Hattley
    Director of Training

Client Spotlight

Speaking at The Capital Collective event in Birmingham, Alabama (about 60 miles from my hometown of Tuscaloosa).

Proud to support mission-driven organizations in improving customer communication.

Ways to Start Working Together

01

Explore the Solutions

Browse the full range of services — from the online course and CCCP Certification to the textbook and speaking events. Or do you have a special request to discuss with us?

02

Choose What Fits Best

Select the solution that matches your goals, whether you're growing your skills, onboarding team members, or enhancing your approach to customer service.

03

Reach Out with Questions

If you’re ready to get started, you can enroll in the online course and order the textbook. Please use the contact button to connect with us so we can start working together right away.

I enjoy watching clients develop new communication skills, gain more confidence, and exceed the expectations of the customers.

Let’s talk about ways we can help you and your team do the same.

~ Charlotte Purvis