Latest Episode
In this episode of The Leadership and Learning Podcast, host Randy Goruk, has a conversation with accomplished customer service consultant, coach, trainer, speaker and customer service enthusiast, Charlotte Purvis. They discuss customer service and her new book ‘The Customer Communication Formula – How to communicate with your customers and boost your customer service brand.’
In this episode you will learn:
- How a young girl fascinated with customer service turned it into a life-long career.
- How to define excellent customer service and communication.
- The formula for ensuring best in class service for your internal and external customers.
- The importance of focusing on the customer, not the process.
- Customer service challenges leaders should pay attention during global crisis.
- Many practical and helpful insights into communicating effectively with customers.
Resources

Charlotte Purvis
Accomplished customer service consultant, coach, trainer, speaker and customer service enthusiast
Previous Episodes
Episode #63 – Causes of a Disengaged Workforce and Drivers of an Engaged Workforce
In this first segment of the podcast, host Randy Goruk shares an introduction to his Live Online Live Coaching Skills Training Course. This is to state a case for coaching and to give you some context of what you can expect from this unique approach to developing and refining your coaching skills. The second part […]
Episode #62 – Inside your Customers Imagination: 5 Secrets for Creating Breakthrough Products, Service and Solutions with Chip Bell
Randy Goruk, has a conversation with guest Chip Bell about his new book – Inside your Customers Imagination: 5 Secrets for Creating Breakthrough Products, Service and Solutions.
Episode #61 – Leadership Credibility Killers
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Episode #60 – Dr. Mittie Cannon – Making a Difference
Dr. Mittie Cannon talks about her passion for the construction industry and how she is making a difference in the lives of women in the construction industry.
Episode #59 – Doug Stevenson – Strategic Storytelling in Business
In this episode of The Leadership and Learning Podcast, host Randy Goruk, has a conversation with guest Doug Stevenson about Strategic Story Telling in Business.
Episode #58 – COVID-19 Traps to Avoid and 5 – Leadership Tips for Success
Randy Goruk shares suggestions to help you lead your organization through the balance of 2020.
Episode #57 – Communication Strategies That Will Fully Engage Your Team
Host Randy Goruk shares a recent presentation describing how ineffective communication in construction can lead to a disengaged workforce.
Episode #56 – Wally Adamchik – People in Construction Report
Wally Adamchik shares the findings and insights from his most recent People in Construction study.
Episode #55 – Don Schwabe – Guiding Principles of Leadership
Guest Don Schwabe, CEO and President of RedBuilt, LLC shares his guiding principles of leadership.
Episode #54 – Leading One of Americas Best Managed Companies with Brian Carlson.
Episode #54 – Leading One of Americas Best Managed Companies with Brian Carlson, President Huber Engineered Woods.
Episode #53 – Family Business Leadership with Bill Goodspeed
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Episode #52 – Mark Hunter – Sales Leadership with ‘A Mind for Sales’
In this episode host Randy Goruk talks sales leadership with author, speaker and subject matter expert guest, Mark Hunter.
Episode #51 – Leadership Challenges and Opportunities – Bob Scarborough
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Episode #50 – The Leadership Journey and the Lessons Along the Way – Nate Jorgensen, CEO Boise Cascade
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Podcast Conversation – David Chapin – Episode #48
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Podcast Conversation – Wendy Minichiello – Episode #47
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Podcast Conversation – Jay Ward – Episode #46
Jay Ward, 4th generation owner of Ward Lumber, Jay, New York, talks leadership and COVID-19.
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Episode #25 – Recap of Season 1 with John Kostaras
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