Charlotte Purvis: Author, The Customer Communication Formula Charlotte 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 literally millions of customer interactions. Charlotte holds B.S. and M.S. degrees from the University of Wisconsin-Madison. She has served in training, leadership, and teaching roles at Iowa State University, North Carolina A&T State University, North Carolina Department of Human Resources, and North Carolina Central University. Charlotte lives in the Research Triangle Park area of North Carolina. She enjoys going home to her beloved Tuscaloosa, Alabama, to see family and friends, to go back to the church she attended as a child, and to attend her class reunions.