Charlotte Purvis joins Timothy Keirnan for a discussion about how she ensures good user experience with her clients’ 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 also affect the brand of the company that sold it to us.

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 developed 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, www.charlottepurvis.com.

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