Marilyn Suttle
CVP
MI, USMarilyn Suttle, CVP works with customer driven organizations that want to be the business of choice by giving their leaders and frontline teams practical tools to handle tough customers, strengthen employee wellbeing, and deliver standout customer experiences.
Marilyn Suttle, CVP, works with leaders and teams that want to STAND OUT as the organization of choice. She's a leading authority on customer service and employee wellbeing—a combination that keeps teams resilient, confident, and working well together. After working with Marilyn, her clients have won industry awards, raised customer satisfaction scores, and improved employee engagement. She's the President of Suttle Enterprises, LLC, a personal and professional growth training company based in Metro Detroit.
Business and association leaders have brought her programs to thousands of participants, improving the way they communicate with difficult people while increasing quality of life and the drive to excel at work.
Her programs are for you if you want to:
- Maintain a culture that attracts and retains strong customer relationships.
- Equip leaders with communication and conflict skills that make top talent want to stay
- Turn upset customers into vocal advocates.
- Communicate in ways that strengthen team and customer experiences.
- Build wellbeing practices to support productivity, happiness, and resilience.
- Apply emotion management skills to stay calm under pressure.
- Turn goal setting into measurable goal getting.
Marilyn's three bestselling books include Who's Your Gladys? How to Turn Even the Most Difficult Customers into Your Biggest Fans, Taming Gladys! The Busy Leader's Guide to Fierce Customer Loyalty, and Color Their World: The Art of Creating Strong Customer Loyalty.
- Handpicked from more than 150 of North America's top speakers to be featured in the online course The Customer Service Roadmap.
- Ranked in the Top Five Speakers in Customer Experience for 2025 by Global Gurus' Top 30 List.
- Regularly featured as a customer experience and wellbeing expert on TV news, radio, and in the press.
Drawing on her human potential coaching background, Marilyn helps teams make "Suttle" Shifts that create breakthroughs in wellbeing AND success with customers. She is a triple certified virtual presenter with 20 years of experience speaking to multicultural audiences.
She lives in Novi, Michigan with her husband. Her idea of a great night: Christmas movie, another Christmas movie, then something terrifying.
Marilyn Suttle, CVP, works with leaders and teams that want to STAND OUT as the organization of choice. She's a leading authority on customer service and employee wellbeing—a combination that keeps teams resilient, confident, and working well together. After working with Marilyn, her clients have won industry awards, raised customer satisfaction scores, and improved employee engagement. She's the President of Suttle Enterprises, LLC, a personal and professional growth training company based in Metro Detroit.
Business and association leaders have brought her programs to thousands of participants, improving the way they communicate with difficult people while increasing quality of life and the drive to excel at work.
Her programs are for you if you want to:
- Maintain a culture that attracts and retains strong customer relationships.
- Equip leaders with communication and conflict skills that make top talent want to stay
- Turn upset customers into vocal advocates.
- Communicate in ways that strengthen team and customer experiences.
- Build wellbeing practices to support productivity, happiness, and resilience.
- Apply emotion management skills to stay calm under pressure.
- Turn goal setting into measurable goal getting.
Marilyn's three bestselling books include Who's Your Gladys? How to Turn Even the Most Difficult Customers into Your Biggest Fans, Taming Gladys! The Busy Leader's Guide to Fierce Customer Loyalty, and Color Their World: The Art of Creating Strong Customer Loyalty.
- Handpicked from more than 150 of North America's top speakers to be featured in the online course The Customer Service Roadmap.
- Ranked in the Top Five Speakers in Customer Experience for 2025 by Global Gurus' Top 30 List.
- Regularly featured as a customer experience and wellbeing expert on TV news, radio, and in the press.
Drawing on her human potential coaching background, Marilyn helps teams make "Suttle" Shifts that create breakthroughs in wellbeing AND success with customers. She is a triple certified virtual presenter with 20 years of experience speaking to multicultural audiences.
She lives in Novi, Michigan with her husband. Her idea of a great night: Christmas movie, another Christmas movie, then something terrifying.
Resilient Customer Service
This program is for:
• Customer Service Agents
• Sales Teams
• Anyone who works with the public
• Customer Service | Customer Experience Industires
Delivered: Virtual or On-Site
Session 1: What to say to calm upset customers
During Session 1, participants will discover ways to:
- Identify...
The Happy Class: Wellness Practices that Crack the Code on Resilience
Session Length: 6 one-hour virtual sessions
This program is perfect for creating positive, productive mindsets and skillsets for:
• Employees who strive for greater wellbeing
• Leaders | Managers | Supervisors
• Global Corporations who want organizational-wide alignment
DESCRIPTION:
The Happy Class, a multi-session wellbeing course, provides the...
How to Turn Tough Customers into Vocal Advocates
Keynote time: (45. 60, or 90 minutes)
Audience:
- Service Providers
- Sales Staff
- Leaders | Managers | Supervisors
Description:
Customers who express emotion, even negative emotions, are more invested in your organization. Learn to manage upset customers with finesse and see any challenge as a game you can win. Turn around tense situations and create breakthrough results...
Getting Personal in an Impersonal World: Connecting with Customers via Telephone and Email
Keynote: 60 minutes (follow-up full-day training available)
Audience:
Anyone who has customer service interactions over the telephone or by email
Description:
It takes a special set of skills to create strong connections and improve customer loyalty via telephone and email. This training will cover:
- What to do when a customer is...
Calming Gladys: Managing Upset Patients and Family Members with Ease
Available as a Keynote: (45, 60, or 90 minutes)
Or Deep Dive Half-Day Breakout Session
What if you could turn around any tense situation with finesse? Success coach Marilyn Suttle will share secrets for managing and calming upset patients and their family members, creating positive relationships that guarantee success. The customer experience of patients and their families matter. She'll teach you how to de-escalate tense situations quickly and build strong rapport with...
"Suttle" Shifts for Breakthrough Success
Keynote timing: 45, 60, and 90 minute
Audience:
- Association
- Business professionals
- Women
- Entrepreneurs
Description:
Imagine breaking through your business (or personal) barriers easily, without the heavy lifting. No more leaving money on the table or opportunities in the dust. It only takes a subtle shift to catapult you to the top of your game. Avoid the top mistakes...
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