Here's a preview of the course

Watch the preview video below. Discover what the course experience will be like. Then you are invited to join us for this online course experience.



Modules (Lesson numbers)

    1. Welcome

    1. Important: Download Your Fillable Activity Notebook

    1. Module 1: The 3-F Formula

    2. Module 1: Check Your Learning

    3. The 3-F Formula (poster)

    1. Module 2A: Connection (Lessons 4-6)

    2. Module 2A: Check Your Learning

    3. The Connection 5C's (poster)

    1. Module 2B: Connection (Lessons 7-9)

    2. Module 2B: Check Your Learning

    1. Module 2C: Connection (Lessons 10-11)

    2. Module 2C: Check Your Learning

Details about your online course

  • $375 US (Introductory)
  • For Customer Service Professionals and Leaders
  • 9 Modules | 28 Lessons

What you will learn

With video lessons, activities, application, bonuses, and surprises

  • The 3-F Formula

    You will learn the definition of the formula and how it was developed and tested. Plus how to "Adapt & Apply" the 3-Fs during your next customer interactions.

  • What to say & why

    This course provides lessons and recorded examples of what to say and how to say it. You will also learn the "why" for each of the suggestions.

  • Adapt & Apply

    With the instruction, examples, and activities, you will be able to adapt the information for your organization and apply it accordingly.

Meet your instructor: Charlotte Purvis

Hello! Thank you for your interest in this online course experience. This course is based on my 25+ years of Customer Service consulting, training, and coaching. It has been rewarding to have my clients share their success stories: Increase in customer satisfaction, better teamwork, and consistency in their customer communication. Plus I have enjoyed hearing how several of them used my programs to help them move to higher levels of leadership. And how they used some of these principles in their personal lives. Now that you know more about the course experience, feel free to join us so you can take your customer communication to the next level.

Endorsement Announcement

The course is fully endorsed and accredited by the Customer Service Institute of America (CSIA)

Earn your Certified Customer Communication Practitioner Badge

Participants can earn the Certified Customer Communication Practitioner title after successfully completing the course and then passing the certification exam. You will be given additional information at the end of the course.

What people are saying

“Charlotte's formula is powerful! She teaches you how to deliver customer service that changes lives. And having these skills has changed my life in countless positive ways--professionally and personally.”

“Charlotte's coaching skills and techniques gave my team and me what we needed to provide our customers with 'white glove' treatment over the phone. Her book and new course can do the same for you.”

“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.”

“Charlotte has a comfortable yet accountable style that has resulted in tremendous growth with my communication skills as well as the customer service acumen of the contact centers I am responsible for.”

“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.”

“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.”

Leaders: Would you like for your entire team to join us for this online course experience?

Please contact us directly: [email protected]

Discover the formula for your best-in-class customer service program

This course is based on the 3-F Formula developed by Charlotte Purvis and used with clients successfully for 25+ years. Her book, The Customer Communication Formula, is the course textbook. The 3-F approach guides you through the connection, conversation, and closure phases of your customer interactions, focusing on your words and tone. Participants who successfully complete the course may apply for certification through CSIA (Customer Service Institute of America).
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