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 #24 – Professional Engineers are Problem Solvers.
Gary Schweizer talks leadership navigation through the complexity of addressing various degrees of field problems.
Episode #23 – Your True Competitive Advantage
This thought-provoking topic will inspire to think differently about how you compete and to achieve a true competitive advantage.
Episode #22 – Brad Southern – CEO LP Building Solutions
Listen as Randy and Brad discuss career advice for leaders, developing and implementing strategy, the importance of innovation and managing change.
Episode #21 Jim Arthurs
Jim Arthur teaches you why you’ll be a better leader when you love what you’re doing and how time is a luxury you cannot afford to waste.
Episode #20 – Randy Goruk
Listen as host Randy Goruk shares a communication strategy utilized by many great leaders – asking great questions.
Episode #19 – Michael Schumacher
Enjoy this episode as Michael an emerging leader in the construction industry represents the ‘Leaders of the Future.’
Episode #18 – Robert Siciliano
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Episode #17 – Succession Planning Pitfalls to Avoid
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Episode #16 – Damian Mason
Host Randy Goruk has a conversation with Damian Mason, author of Do Business Better – Traits, Habits and Actions to Help You Succeed.
Episode #15 – Marla Harr
Ms. Marla Harr, provides you the solutions to these situations and to many other communication challenges faced by business leaders.
Episode #14 Part 2 of 2.
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Episode #13 Part 1 of 2
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Episode #12 – All Things Leadership
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Episode #11 – The 6 Stages of Cultural Mastery
Ricardo Gonzalez – Author of The 6 Stages of Cultural Mastery.
Episode #10 – Jim Sobeck
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Episode #9 – Healthy Tips
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Episode #8 – Randy Goruk
If you believe an important role of a leader is to develop other leaders, you’ll want to listen to this episode.
Episode #7 – Jim Davis
Jim Davis, President and CEO of Barrons Enterprises, Inc. talks leadership with host Randy Goruk.
Episode #6 – Kirk Grundahl
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Episode #5 – Hardy Wentzel
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