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.
CHARLOTTE PURVIS is a highly-rated speaker and communication consultant who has influenced an average of one million customer interactions each year for over 20 years. She consults, trains, and speaks on customer service, business communication, and leadership development for global companies, universities, and community organizations. She practices what she teaches as evidenced by nearly 100% of her engagements coming from repeat or referral business.
Charlotte holds B.S. and M.S. degrees from the University of Wisconsin-Madison. She has served in training, leadership, and teaching roles at Iowa State University, North Carolina A& T State University, North Carolina Department of Human Resources, and North Carolina Central University.
