PIVOTING STRATEGIES FOR TOUGH CUSTOMERS & TOUGH EMPLOYEES

THE CX GOALKEEPER - Business Transformation, Customer Experience, and Leadership

Why You Can't-Miss This Episode

In this captivating 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

LinkedIn: http://www.linkedin.com/in/marilynsuttle

The Top 3 Key Learnings

1. 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.
2. Regular, Targeted Training: Replace generic customer service trainings with specific, actionable coaching sessions, like roleplays and feedback loops, to enhance skills and confidence.
3. 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

Keywords

customer experience, empathy in customer service, dealing with tough customers, Marilyn Suttle, CX podcast, resilience in leadership, customer engagement strategies, employee engagement, effective communication, leadership coaching, handling customer complaints, role of empathy in CX, CX podcast episode,

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