In this episode, Marilyn Suttle shares practical strategies for dealing with tough customers and employees while creating a work environment where everyone thrives. From her groundbreaking book, Who’s Your Gladys?, to her personal journey, Marilyn delivers actionable insights that redefine how leaders, teams, and organizations can improve customer interactions and employee engagement.
About the Guest
Marilyn Suttle has a proven track record of transforming customer relationships and elevating employee wellbeing.
She works with organizations that want to stand out as the business of choice.
A bestselling author, of three customer service books, including “Who’s Your Gladys? How to Turn Even the Most Difficult Customer Into Your Biggest Fan” Marilyn is the President of Suttle Enterprises, a personal and professional growth training firm that works with multi-cultural organizations.
Marilyn’s programs have a strong focus on developing communication skills and implementing wellbeing practices to handle even the most difficult clients and colleagues.
Her highly engaging programs, coaching, and consulting services are sought after by professionals across various industries, from Fortune 500 companies to startups. Marilyn’s extensive experience with online community management and social media has also helped brands engage deeply with their target audience, fostering strong and enduring customer loyalty.
As a speaker, Marilyn is known for delivering high-content, humorous presentations that engage and inspire action long after her programs end.
Relevant Links
Facebook: @marilynsuttle and @suttleshift LinkedIn: http://www.linkedin.com/in/marilynsuttle
The Top 3 Key Learnings
- Empathy First: Start with understanding and validating the customer’s or employee’s emotions. Simple phrases like “You’re right” can disarm tension and build trust.
- Regular, Targeted Training: Replace generic customer service trainings with specific, actionable coaching sessions, like roleplays and feedback loops, to enhance skills and confidence.
- Resilience Through Leadership: Leaders should prioritize their own well-being and model healthy work-life boundaries, fostering a culture of care and productivity.
Chapters
00:00 Introduction and Welcome
00:33 Meet Marilyn Suttle
03:09 Core Values and Passion
05:27 Handling Difficult Customers
09:29 Leadership and Employee Support
15:27 Resilience and Well-being
17:40 Personal Practices for Success
20:37 Setting Boundaries with Customers
25:34 Future of Customer Experience
27:14 Final Thoughts and Contact Information
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About the host:
Gregorio Uglioni is a seasoned transformation leader with over 15 years of experience shaping business and digital change, consistently delivering service excellence and measurable impact. As an Associate Partner at Forward, he is recognized for his strategic vision, operational expertise, and ability to drive sustainable growth. A respected keynote speaker and host of the well-known global podcast Business Transformation Pitch with the CX Goalkeeper, Gregorio energizes and inspires organizations worldwide with his customer-centric approach to innovation.
Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/
