https://www.charlottepurvis.com/home daily 0.75 2025-06-07 https://images.squarespace-cdn.com/content/v1/618d4dfad0b81323666183d0/98be693f-391b-4481-81a1-04dacf8e90de/charlotte-purvis-customer-communication-formula-book.png Home - What would your Customers say about your Customer Service? Are you ready to take your Customer Service & Customer Experience to the next level? Would you like to learn about the formula for best-in-class Customer Service? Introducing a 2-in-1 book for Customer Service professionals and their leaders: The Customer Communication Formula: How to communicate with your customers and boost your customer service brand by Charlotte Purvis Available in 3 formats: E-book, Hardcover, Paperback https://images.squarespace-cdn.com/content/v1/618d4dfad0b81323666183d0/6f7a855b-f13f-41ff-8314-436404c8846e/Charlotte+Purvis+iMage+C.+Kerr+IMG-0367+cropped+square+.jpg Home - Author, Consultant, Speaker Helping clients keep the Customer at the center of everything they say and do. Charlotte Purvis is a highly accomplished Entrepreneur, Author, Consultant, and Speaker with over 20 years of service to pharmaceutical companies, access-to-medicine programs, corporations of all sizes, higher education, state government, nonprofits, and individual clients. https://www.charlottepurvis.com/lets-talk daily 0.75 2026-01-14 https://images.squarespace-cdn.com/content/v1/618d4dfad0b81323666183d0/40d0ff04-d206-4c8d-b229-2e4d2527e1ca/Untitled+design+%2833%29.png https://www.charlottepurvis.com/about daily 0.75 2026-01-14 https://images.squarespace-cdn.com/content/v1/618d4dfad0b81323666183d0/a81a03e4-c2f1-4b25-b88c-08393cde3c97/14.png About https://images.squarespace-cdn.com/content/v1/618d4dfad0b81323666183d0/aa8835a3-f49b-47c9-b680-d2ebc9ea7fd2/17.png About https://images.squarespace-cdn.com/content/v1/618d4dfad0b81323666183d0/f35c63e4-2ebc-4fbb-a600-25119aabf90a/16.png About https://images.squarespace-cdn.com/content/v1/618d4dfad0b81323666183d0/6ad851fd-985b-4eab-8b55-982ac527aae5/Untitled+design+%2838%29+%281%29.png https://images.squarespace-cdn.com/content/v1/618d4dfad0b81323666183d0/9fa294f2-9b14-46bc-a043-ce2579408117/Untitled+design+%2831%29+%281%29.png https://www.charlottepurvis.com/blog daily 0.75 2025-10-17 https://www.charlottepurvis.com/blog/humanising-ai-how-to-train-your-ai-voice-for-authentic-customer-service monthly 0.5 2025-10-17 https://www.charlottepurvis.com/blog/our-words-matter-empathy monthly 0.5 2025-08-21 https://www.charlottepurvis.com/blog/nnak0twurcg5o7zkmjvf3f39godr65 monthly 0.5 2025-08-21 https://www.charlottepurvis.com/blog/passion-brought-me-here monthly 0.5 2025-08-21 https://images.squarespace-cdn.com/content/v1/618d4dfad0b81323666183d0/c20ee63a-744b-4cb4-afb9-91a3ca86ae16/CSW+Day+1+Passion+.png Blog - Passion Brought Me Here - This blog is a bit different. I will share part of my story that explains why I am so passionate about Customer Service. Customer Service Week 2022: Passion Brought Me Here https://www.charlottepurvis.com/blog/what-to-never-ever-say-to-a-customer monthly 0.5 2025-08-21 https://www.charlottepurvis.com/blog/10-favorite-customer-service-phrases monthly 0.5 2025-08-21 https://images.squarespace-cdn.com/content/v1/618d4dfad0b81323666183d0/450a585d-48c8-4649-9ead-3a76aaf3c72a/10+customer+service+statements.png Blog - 10 Favorite Customer Service Phrases I encourage leaders to develop 10 Customer Service Statements about what you do, why you do it, and to set expectations for how the customer is treated. https://www.charlottepurvis.com/blog/expressing-empathy-in-customer-service monthly 0.5 2025-08-21 https://www.charlottepurvis.com/blog/5-lessons-learned-from-a-first-time-author-and-big-wins-too monthly 0.5 2025-08-21 https://images.squarespace-cdn.com/content/v1/618d4dfad0b81323666183d0/19069081-40e5-40d8-86b2-37f1910092d4/Charlotte+Purvis+Learned++by+a+First-Time+Author+%28and+some+big+wins+too%21%29+Graphic+.png Blog - 5 lessons learned from a first-time author (and some big wins too!) - First, it’s important to know your why. Why are you writing a book? What do you hope to give your readers? Why was I inspired to write The Customer Communication Formula? My clients asked me years ago to write a book. In fact, my client Mi said, “Charlotte, you owe the world a book,” and that comment was especially motivating. Now, I’m so glad to tell Mi and my other clients that I have written a book for them and for other professionals responsible for customer service. https://images.squarespace-cdn.com/content/v1/618d4dfad0b81323666183d0/a39b2a1a-3733-4d96-8f95-75536b44272b/autho+collab+compare.png Blog - 5 lessons learned from a first-time author (and some big wins too!) On the left, my original book cover is “hiding” on the bottom row, 2nd from the right. On the right, my new book cover is featured top row, right. https://images.squarespace-cdn.com/content/v1/618d4dfad0b81323666183d0/7730a70d-b175-4cac-982f-d7c974f6777a/no+5.JPG Blog - 5 lessons learned from a first-time author (and some big wins too!) - 2. In March 2022, the book’s rankings in the ebooks Outsourcing category reached #5, and has remained in the top 100 for the last 3 months! https://images.squarespace-cdn.com/content/v1/618d4dfad0b81323666183d0/f1c8b85f-bab3-440f-a503-ef374605e7e5/Weaver-Bolden-Branch.jpg Blog - 5 lessons learned from a first-time author (and some big wins too!) - 4. One of my most important wins — and a very personal one — is having people in my hometown of Tuscaloosa, Alabama, celebrate with me. In addition to family, people in my home church, my classmates, and the Tuscaloosa City Council have all shared in this accomplishment. I donated two copies of my book to my childhood library. Several of my hometown friends delivered the books on my behalf and shared our story with the library staff. As an author, I find that it’s important to have something in mind to deeply connect with (not connected to ratings and reviews) and for us to consider how we can use our platform to give back to our communities. https://www.charlottepurvis.com/blog/have-you-experienced-your-own-customer-service monthly 0.5 2025-08-21 https://images.squarespace-cdn.com/content/v1/618d4dfad0b81323666183d0/ed8b4629-6b60-4367-99a1-d09a50bbc2bf/image-asset.jpeg Blog - Business Leaders: Have you experienced your customer service? - Training & development programs are critical for delivering best-in-class customer service. I’m proud to share that I have partnered with my clients to offer training classes (all virtual now), practice sessions, 1:1 coaching, refresher programs, coach-the-coach programs, and more to level up CSP skills and boost their customer service brands. https://www.charlottepurvis.com/blog/category/feautred monthly 0.5 https://www.charlottepurvis.com/blog/category/FEATURED monthly 0.5 https://www.charlottepurvis.com/blog/tag/featured monthly 0.5 https://www.charlottepurvis.com/bookitsummit daily 0.75 2022-04-10 https://images.squarespace-cdn.com/content/v1/618d4dfad0b81323666183d0/19069081-40e5-40d8-86b2-37f1910092d4/Charlotte+Purvis+Learned++by+a+First-Time+Author+%28and+some+big+wins+too%21%29+Graphic+.png Book It Summit - Make it stand out. It all begins with an idea. Maybe you want to launch a business. Maybe you want to turn a hobby into something more. Or maybe you have a creative project to share with the world. Whatever it is, the way you tell your story online can make all the difference. https://www.charlottepurvis.com/clients daily 0.75 2026-01-14 https://images.squarespace-cdn.com/content/v1/618d4dfad0b81323666183d0/3037c08c-adb8-421c-8374-29bdc8858dc4/North%2BCarolina%2BCentral%2BUniversity%2BMen%27s%2BTennis%2BTeam+%281%29+1+%281%29.png https://images.squarespace-cdn.com/content/v1/618d4dfad0b81323666183d0/37b78c1a-5478-4c3c-b80d-69b95565ddba/unsplash-image-4gSvcvqCbls.jpg https://images.squarespace-cdn.com/content/v1/618d4dfad0b81323666183d0/1eb2563c-7301-4b99-81ef-c377958482ff/ryan-jacobson-cXUOQWdRV4I-unsplash.jpg https://images.squarespace-cdn.com/content/v1/618d4dfad0b81323666183d0/7e52d01e-f97b-4e04-addb-6e1a259e23b3/ian-schneider-TamMbr4okv4-unsplash%2B%281%29.jpg https://images.squarespace-cdn.com/content/v1/618d4dfad0b81323666183d0/8cd100ca-c91c-4cd9-a5e9-12591c70cbb3/WEBSITE+CHARLOTTE+%281%29.png https://images.squarespace-cdn.com/content/v1/618d4dfad0b81323666183d0/a392fd02-5461-428e-a7af-b5b37d4f70ca/Charlottw+Website+Assets+%289%29+%281%29.png https://images.squarespace-cdn.com/content/v1/618d4dfad0b81323666183d0/f1d10827-8ee7-4e23-bce7-a323f96c58cb/Charlotte+Purvis+%285%29.png https://www.charlottepurvis.com/solutions daily 0.75 2026-01-14 https://images.squarespace-cdn.com/content/v1/618d4dfad0b81323666183d0/41e3ab4e-551d-48a6-ada9-2b6c354b2d1c/18.png Solutions https://images.squarespace-cdn.com/content/v1/618d4dfad0b81323666183d0/f35c63e4-2ebc-4fbb-a600-25119aabf90a/16.png Solutions https://images.squarespace-cdn.com/content/v1/618d4dfad0b81323666183d0/aa8835a3-f49b-47c9-b680-d2ebc9ea7fd2/17.png Solutions https://images.squarespace-cdn.com/content/v1/618d4dfad0b81323666183d0/6880773c-925b-4e69-853d-39be60cd862b/1%288%29.png https://images.squarespace-cdn.com/content/v1/618d4dfad0b81323666183d0/6333cec7-1afa-4eb6-b610-f20f77b205ae/WEBSITE+CHARLOTTE+%288%29+%281%29.png https://images.squarespace-cdn.com/content/v1/618d4dfad0b81323666183d0/53510963-e3ac-4a40-938e-c4968da223d1/2%288%29.png https://images.squarespace-cdn.com/content/v1/618d4dfad0b81323666183d0/acf8d0f5-ae7a-495c-8c22-d0ddee588be6/3%2810%29.png https://www.charlottepurvis.com/book-2 daily 0.75 2023-03-24 https://images.squarespace-cdn.com/content/v1/618d4dfad0b81323666183d0/1e96bdbe-5d57-4683-b175-2520630dc7ad/TCCF_MockupC.png Book Top 100 Bestseller - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/618d4dfad0b81323666183d0/7d81fddc-ba54-4d7f-bc1d-7ae5e0017b9c/charlotte-purvis-customer-communication-formula.png Book Top 100 Bestseller - Discover the formula for your best-in-class customer service program. The Customer Communication Formula: How to communicate with your customers and boost your customer service brand Available in E-book, Hardcover, Paperback By Charlotte Purvis https://www.charlottepurvis.com/solutions-1 daily 0.75 2025-06-07 https://images.squarespace-cdn.com/content/v1/618d4dfad0b81323666183d0/1749332704754-0OTOLNXWIEY8YK6CJLP0/unsplash-image-boYNDezoa10.jpg Solutions (Copy) - Podcasts SITUATION: You’re seeking a CX presenter / author SOLUTION: CharlottePurvis.com, where topics include: Let’s Celebrate Customer Service Professionals Customer Service Challenges & Changes Customer Service: Lessons from the Winners [Or another custom program] Special feature: Passion Brought Me Here My passion for programs serving People Living with HIV https://images.squarespace-cdn.com/content/v1/618d4dfad0b81323666183d0/1749333080175-4OKUZOQHNXYWKZ5J8XGU/unsplash-image-smgTvepind4.jpg Solutions (Copy) - Webinars SITUATION: Your organization is seeking a presenter for an upcoming interactive and engaging CX webinar. SOLUTION: Charlotte Purvis, a highly rated presenter known for her engaging presentations, thoughtful content, and creative slide decks. https://images.squarespace-cdn.com/content/v1/618d4dfad0b81323666183d0/1749334609121-YWHYZJ6EMSGWJ0KHGV4E/unsplash-image-oqStl2L5oxI.jpg Solutions (Copy) - Company events SITUATION: Your organization is looking to celebrate your success, inspire the team, set new Customer Satisfaction goals, and more. SOLUTION: Charlotte will help you do all of the above and more. She quickly develops rapport with Customer Service Professionals and organizational leaders. She combines best practices with storytelling and engaging activities that will inspire and motivate your team. https://www.charlottepurvis.com/home-1 daily 1.0 2026-01-14 https://images.squarespace-cdn.com/content/v1/618d4dfad0b81323666183d0/fd88dd1b-315e-4c57-b773-7e5aac616e8e/6%282%29+1.png Home https://images.squarespace-cdn.com/content/v1/618d4dfad0b81323666183d0/b183fdc6-eec8-4292-b9eb-ab37ecd0927d/13.png Home https://images.squarespace-cdn.com/content/v1/618d4dfad0b81323666183d0/41e3ab4e-551d-48a6-ada9-2b6c354b2d1c/18.png Home https://images.squarespace-cdn.com/content/v1/618d4dfad0b81323666183d0/d25748ac-ee68-411f-99e2-5a71567703e5/Untitled+design+%2830%29+%281%29.png https://images.squarespace-cdn.com/content/v1/618d4dfad0b81323666183d0/2d2e7642-6854-4b76-bddb-7381e311499c/Charlottw+Website+Assets+1.png https://images.squarespace-cdn.com/content/v1/618d4dfad0b81323666183d0/2d2e7642-6854-4b76-bddb-7381e311499c/Charlottw+Website+Assets+1.png https://images.squarespace-cdn.com/content/v1/618d4dfad0b81323666183d0/2d2e7642-6854-4b76-bddb-7381e311499c/Charlottw+Website+Assets+1.png https://images.squarespace-cdn.com/content/v1/618d4dfad0b81323666183d0/2d2e7642-6854-4b76-bddb-7381e311499c/Charlottw+Website+Assets+1.png https://images.squarespace-cdn.com/content/v1/618d4dfad0b81323666183d0/2d2e7642-6854-4b76-bddb-7381e311499c/Charlottw+Website+Assets+1.png https://images.squarespace-cdn.com/content/v1/618d4dfad0b81323666183d0/d5c31776-a904-472c-806b-aedc35b2ef3d/Charlottw+Website+Assets+%288%29+%281%29.png https://images.squarespace-cdn.com/content/v1/618d4dfad0b81323666183d0/eaf65fc9-508c-43ab-a7bc-217f83e9bc52/Online+Training+%26+Development+%281%29.png https://images.squarespace-cdn.com/content/v1/618d4dfad0b81323666183d0/767b0766-1f08-49cf-a4e3-90aaabdc120a/Online+Course%281%29+%281%29.png https://images.squarespace-cdn.com/content/v1/618d4dfad0b81323666183d0/3af0c8b8-b35b-45db-b244-1dadf2e94eca/Online+Training+%26+Development+%282%29.png https://images.squarespace-cdn.com/content/v1/618d4dfad0b81323666183d0/5bd7e66e-4e39-49d8-9b02-ddc46683b250/RR.png https://images.squarespace-cdn.com/content/v1/618d4dfad0b81323666183d0/6cd69a7f-fe19-4cc6-ad32-2af2a9ec5e41/3%285%29+%281%29.png https://images.squarespace-cdn.com/content/v1/618d4dfad0b81323666183d0/3ed2ad6a-2816-4a60-857b-d696b83911a4/2%285%29+%281%29.png https://images.squarespace-cdn.com/content/v1/618d4dfad0b81323666183d0/4e331694-bfc5-473e-8ee9-1ad31e1ae953/WEBSITE+CHARLOTTE+%285%29+%281%29+%281%29.png https://www.charlottepurvis.com/blog1 daily 0.75 2025-08-21 https://www.charlottepurvis.com/blog1/cacmaeug9ddteg0o3s7pl7qjmyfjf9 monthly 0.5 2025-08-21 https://www.charlottepurvis.com/blog1/humanising-ai-how-to-train-your-ai-voice-for-authentic-customer-service monthly 0.5 2025-08-21 https://www.charlottepurvis.com/podcast daily 0.75 2025-09-10 https://images.squarespace-cdn.com/content/v1/618d4dfad0b81323666183d0/b183fdc6-eec8-4292-b9eb-ab37ecd0927d/13.png Podcast https://images.squarespace-cdn.com/content/v1/618d4dfad0b81323666183d0/fd88dd1b-315e-4c57-b773-7e5aac616e8e/6%282%29+1.png Podcast https://images.squarespace-cdn.com/content/v1/618d4dfad0b81323666183d0/41e3ab4e-551d-48a6-ada9-2b6c354b2d1c/18.png Podcast https://www.charlottepurvis.com/podcast/v/22e6rb9zm9zjmmshldsptm26m476r3 monthly 0.5 2025-08-22 https://www.charlottepurvis.com/podcast/v/lae9pw46b5a55fllhh3na9fyzm4fzg monthly 0.5 2025-08-22 https://www.charlottepurvis.com/podcast/v/tzzp36hrhmr89lsxgms6a55sltecyp monthly 0.5 2025-08-22 https://www.charlottepurvis.com/918059474487 daily 0.75 2025-08-22