This conversation features the boys speaking with Author, trainer and CX Enthusiast Charlotte Purvis.  Charlotte stops by to discuss her new book; The Customer Communication Formula.  The book condenses Charlotte's years of work in the CX field creating more powerful and effective means of speaking with clients through the use of her Friendly + Focused + Formal approach to conversation.  It is a very strong story she tells and one that is best summed up with "Advanced Customer Service Professionals don't just "take calls", they manage them with skill and with style.