Strengthen your team with a training program using my proven Customer Communication Formula.

Work With Me

We will help you create an approach to training that empowers the team and delights the customers

Online Training & Development

SITUATION
Your organization is updating your approach or considering multi-channels

SOLUTION
Customer communication training, using The Customer Communication Formula

This course is designed for both individuals and teams who want to build real-world communication skills that lead to stronger customer relationships. Whether you're onboarding, upskilling, or shifting your service approach, you'll get tools you can apply right away, on the phone, in chat, by email or in person.

CCCP Certification

SITUATION
You want to validate your customer communication skills with a recognized credential

SOLUTION
Earn the Certified Customer Communication Practitioner (CCCP) certificate and badge

The CCCP Certification is available only to those who complete the Customer Communication Formula: Online Course. It’s a mark of excellence for professionals and teams who want to demonstrate mastery of real-world, respectful communication and a commitment to delivering best-in-class service.

The Textbook

SITUATION
You’re looking for a practical, easy-to-use guide to improve how you communicate

SOLUTION
Your textbook is available in three formats: hardcover, paperback, and as an ebook (4.8 / 5.0 rating)

This is more than a book. It’s a hands-on guide to communication that builds stronger customer relationships and supports confident service. Use it in team trainings, one-on-one coaching, or for your own growth. Whether you're in the U.S. or abroad, you can get your copy in the format that fits your workflow.

Speaking and Events

SITUATION
You’re looking for an engaging speaker to inspire your team and elevate your next event

SOLUTION
Invite me to speak at your next conference, training event, or team celebration

  • Let’s Celebrate Customer Service Professionals

  • Customer Service 2025: Challenges & Changes

  • Customer Service Week Celebrations

  • Or a custom program just for your organization

My fully interactive presentations focus on the 3-F’s and the real-world success of service teams.

I offer keynote talks, breakout sessions, and custom programs tailored to your organization’s goals. Popular topics include:

What Clients Are Saying

  • 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

  • I'm always looking for new ways to provide exceptional customer service. The Customer Communication Formula is at the top of my list of tools we use to take our Customer Experience to the highest level of excellence.

    Paul Irving
    Project Manager

  • A few years ago, I told Charlotte, 'You owe the world a book.' This is it! I encourage you to use The Customer Communication Formula to enhance your customer service and advance your career.

    Mi Kyung Chung, RN
    Former Customer Service Professional

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