• Adele Gutman Milne, CHBA, CHDM

Charlotte Purvis: The Customer Communication Formula


Charlotte Purvis, author of The Customer Communication Formula: How to communicate with your customers and boost your customer service brand



For over two decades, Charlotte Purvis has used the Customer Communication Formula to help corporate, campus, community, and church organizations boost their customer service brands. She is proud to have influenced millions of customer service interactions. Plus, Charlotte is a Customer Service Enthusiast who enjoys being a customer and observing customer service in action.


In this episode, Adele and Charlotte discuss the current challenges of the hospitality industry and the sometimes overwhelming strain it has put on our teams, and the importance of supporting them so that they can help our hotels accelerate the recovery of hospitality and tourism.



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