In episode 45 I had a really great chat with Charlotte Purvis, a customer service consultant, all about why brands need to make sure they are properly valuing and ‘exploiting’ their customer service teams.

Customer service is obviously really important to a business, but I see a lot of businesses undervalue it and fail to exploit the real power of the opportunities customer service provides.

This is the one team that speaks 1 to 1 with your customers on a daily basis. This isn’t just great for fixing customer problems, or identifying delivery issues, it’s the most powerful source of feedback your business has, and the best source of ideas and feedback for improving the customer experience.

Charlotte Purvis is a Customer Service Consultant, trainer, coach, speaker, and enthusiast. She developed the Customer Communication Formula and has tested it for over 20 years with clients in corporate, campus, and community settings. Her programs have influenced millions of customer interactions.