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

Purvis, Charlotte

Hardcover

ISBN 10: 1946425818 ISBN 13: 9781946425812

Publisher: Write Way Publishing Company, 2020

Synopsis

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

Did you know:

• Forbes estimates that businesses lose $75 billion a year due to poor customer service
• 95% of customers tell others about a poor experience
• 57% of consumers switch to another brand for a better customer experience
• 86% of customers are inclined to pay more for a great customer experience
• 67% of customers say their standard for a good customer experience is higher than ever

As a leader who is aware of the importance of great customer service, are you:

• Frantically 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 to:

• Analyze your company's customer service using Charlotte's proprietary 3F Formula
• Customize your customer service approach using The Customer Service Consultation in Part Two
• Provide great customer service during a crisis or critical event
• Manage challenging customer situations with ease
• Assure 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.

About this title

About the Author

Charlotte Purvis is a Customer Service consultant, trainer, coach, speaker, and enthusiast. She developed the Customer Communication Formula to help Customer Service Professionals communicate more effectively and to help organizations boost their customer service brands. Charlotte has tested her formula for over 20 years with clients in corporate, campus, and community settings and has influenced literally millions of customer service interactions.

Edition details

• Publisher: Write Way Publishing Company
• Publication date: 2020
• Language: English
• ISBN 10: 1946425818
• ISBN 13: 9781946425812
• Binding: Hardcover
• Number of pages: 172