"Marilyn Suttle's empowering presentations will motivate you to reach for your goals both personally and professionally. She has all the tools to inspire her audience to meet and exceed their potential."
Jack Canfield – Founder of the Chicken Soup for the Soul® Enterprises
To best meet your needs, please select from:
Keynotes (45, 60, and 90 minute)
Half day or full day trainings
Contact Marilyn’s office to Sponsor an Event 248.348.1023
Marilyn is also available for:
Consulting and Group or Private Coaching.
CUSTOMER SERVICE PRESENTATION TOPICS: (click to read full descriptions)
Got a Gladys? How to Turn Tough Customers into Vocal Advocates
Getting Personal in an Impersonal World: Connecting with Customers via Telephone and Email
The Choice to Excel: Culture-Changing Customer Service Excellence Practices
Calming Gladys - Managing Upset Patients and Family Members with Ease
Customer Engagement with Social Media
SUCCESS MASTERY SERIES PRESENTATION TOPICS: (click to read full descriptions)
Succeed Now! 7 Suttle Shifts for Breakthrough Results
Turning Goal Setting into Goal Getting
More Success Mastery Selections
WORK/LIFE & WELLNESS PRESENTATION TOPICS: (click to read full descriptions)
Get a Clue! Solving the Life Balance Mystery
How to Be Happy No Matter What (The Happy Class Workshop)
Problem Solving Strategies for Parents
Customer Service Presentation Topic Descriptions:
Got a Gladys? How to Turn Tough Customers into Vocal Advocates
Customers who express emotion, even negative emotions, are more invested in your company. Learn to manage unhappy customers with finesse and see any challenge as a game you can win. Turn around tense situations and create breakthrough results with even the most cantankerous customers.
“I engaged Marilyn Suttle to speak with the Vistage Michigan Executive Assistant Group which I was facilitating a couple years ago. She captivated the audience and delivered relevant tools for creating exceptional customer experiences. Her scores were high and everyone left feeling energized and ready to apply what they had learned. Her bestselling book, ‘Who’s Your Gladys?’ and her seasoned approach to offering perspective-changing stories make her an excellent choice for anyone wanting to produce breakthrough results with their staff.”
~ Mary Lore, President, Managing Thought
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 yelling/crying/accusing/demanding/name-calling
- Defusing an upset customer quickly, to prevent the explosion
- How to identify and manage hot button issues on the phone and email
- Creating decision trees for phone and email correspondence
- The mechanics of good telephone and email response skills
- Responding to emails for the best possible outcome
“Thank you SO MUCH for a wonderful two days! The Baker Online staff had a wonderful time while learning so much! You provided great tools for the staff to take our customer service to the next level. Your sessions were very engaging. There was never a dull moment! I loved the stories shared of your PERSONAL experiences instead of the "canned" stories trainers often share. I especially appreciated your ability to shift the direction of your presentation, based on the reaction of my staff, to meet the individual needs of each group! It was an incredible learning experience...The staff are STILL a buzz about the session. They have been discussing their experience with each other, comparing notes, and making plans to incorporate what they have learned into daily practice. TRULY AMAZING!!!!” ~ Dr. Julia A. Teahen, President, Baker College Online
The Choice to Excel: Culture-Changing Customer Service Excellence Practices
Come to this workshop and you’ll never see your company culture the same way again. Based on over a year of interviews with the CEO’s and managers of highly successful companies, Marilyn Suttle’s timely and relevant interactive session offers proven ways to cultivate a customer service culture that generates loyal customers and long-term referrals. Passion and drive leads executives to develop their expertise, but the need for high competency in creating lasting customer connections is critical for longevity. Gain “works-in-real-life” strategies for bringing out the best in even the most challenging customer service situations.
This program will give you easy to implement skills to put in place immediately after the training. Key issues covered include:
- Impacting your company culture to attract and retain happy customers
- Reviewing internal workplace communication to create an upward spiral of service excellence
- Viewing customer service NOT as a department but a company-wide commitment
- Handling customer complaints effectively in social media
- Gaining the skills for giving uncommon appreciation to internal and external customers
- Generating continuous improvement cycles with accountability action plan for attendees to measure their service culture success
Attendees will have proven tools to improve their customer service culture, improve employee buy-in, attract and retain customers and grow their referral base. They will have practiced specific skills to empower other employees and managers (internal customers) to be more accountable to service initiatives. They will be able to easily manage today’s “hyper-sensitive” customers and ready for the inevitable economic rebound.
“Marilyn did a fantastic job working with the Novi Public Library in 2009-2010 to initiate the Library's customer service model. The staff was actively engaged and were well-trained for the various customer service scenarios that were prepared prior to the opening of our new building. I feel the training was a catalyst for the Novi Public Library winning the 2011 Award of Excellence from the State of Michigan for excellent customer and innovative services.” ~ Julie Farkas, Director at Novi Public Library
What if you could turn around any tense situation with finesse? Success coach Marilyn Suttle, bestselling co-author of “Who’s Your Gladys? How to Turn Even the Most Difficult Customer into Your Biggest Fan,” will share secrets for managing and calming upset patients and their family members, creating positive relationships that guarantee success. She’ll teach you how to de-escalate tense situations quickly and build strong rapport with just about anybody. By growing your emotion management skills and your ability to identify personal styles, you will be able to turn around even the most difficult relationships with patients, families, and health care professionals, building long-term sustainable connections.
- Managing and calming upset patients & family members with ease
- Crafting ways to de-escalate tense situations and solve problems quickly and efficiently
- Identifying customer styles (patient styles) and how to quickly build rapport with each type
- Using creative problem solving to anticipate a positive outcome, aka “the joy of the turn-around”
- Using “emotional management skills” to handle patients, families, doctors, and co-workers appropriately and skillfully in just about any situation
“The staff commented on how helpful the training was. They appear more confident in handling upset patients both in person and on the phone. They enjoyed the interactive style of your training and once the ice was broken stated everyone participated. This was a positive experience for them as individuals, employees and for our company as a whole.” ~ Kathleen VanPoppelen, Troy Gastro
This leading edge presentation is customized to fit the needs of your audience. Topics covered can include:
- Using social to promote your business
- Managing complaints on social
- Defining the channels - What they are and how to use them
Success Mastery Series Presentation Topics
Imagine breaking through your business barriers easily, without the heavy lifting. No more leaving money on the table or opportunities in the dust. It only takes subtle shifts to catapult you to the top of your game. Avoid the top mistakes you don’t even realize you’re making, that prevents you from being taken seriously by leaders and influencers. Discover the competencies to advance your success and happiness, in half the time. Give up the struggle and start seeing results now. This session will help you let go of the annoyance, waiting, and frustration to get you into action. Turn your desires into notable achievements. You’ll walk away with a new clarity, your next steps, and a supportive accountability plan to fuel you forward.
“I’ve been inspired and motivated by Marilyn Suttle ever since hearing her speak at a Jack Canfield event years ago. She is the ultimate coach, leader, speaker and role model because she embodies all the success qualities which she teaches: authenticity, enthusiasm, clarity, deep compassion, 100% accountability and positive energy (to name a few!). Unlike so many people in the speaking industry, Marilyn obviously is not driven by her ego, but rather by her heart and mind. Maybe this is what allows her to so graciously connect with teams and individuals at all levels, from CEOs to salespeople-in-training. Caring, articulate, humorous and hugely competent, she is a true star. Marilyn has helped me in numerous ways; I feel blessed to know her.” ~ Jane Ransom, Expert on the Subconscious Mind
In this half-day training, learn to design, refine and put into action your professional goals so they align with your strengths, interests, and desires. In this half-day training, you will learn to:
- Identify where you are with your goals and determine where you want to be
- Apply a written system for translating vague goals into measurable and achievable ones
- Break large goals down into small manageable and actionable steps
- Identify and eliminate habits of behavior that block your progress
- Utilize specific resources to accomplish your goals
You will benefit by:
- Planning ahead to overcome roadblocks and personal barriers
- Leaving the workshop with focused goals and an action plan
- Increasing your motivation by experiencing your goals as if they already happened
- Discover the skills you need to climb the ladder of success in your professional career
"Your seminar is, by far, the best job related seminar I've attended. I was so surprised by how much I got out of it. It's very powerful stuff. It's the kick in the butt that I've been needing. Thanks." ~ Steve Cole, University of Michigan workshop participant
"I really enjoyed your class. You have excellent facilitation skills and a very warm way of relating to the audience on a personal and professional level." ~ Barb Mulay, University of Michigan Human Resource Development
Difficult conversations… personality clashes… differences in opinions can damage relationships, profits, and productivity at work and in your personal life. There are ways to create happy and more rewarding relationships out of even the most challenging dynamic. This interactive workshop gives participants an expanded ability to create clear communication that engages cooperation and connection.
Marilyn Suttle has studied the principles of success for over 15 years. She helps her audiences, and coaching groups to get clear about what they want, and how to get it. With an emphasis on putting accountability into action, she sheds light on how to turn desires into achievements. In addition to her own body of work, Marilyn has assisted, coached, and trained large multinational audiences taking part in intense year-long “Breakthrough to Success” Train-the-Trainer programs personally lead by the founder of the billion-dollar book empire, Chicken Soup for the Soul’s Jack Canfield. Combining deeply impactful experiential exercises with practical works-in-real-life skills, Marilyn programs offer life-changing insights and experiences that lead to lasting positive change.
Marilyn’s empowering series includes:
- Shifting into Top Performing Mindsets and Habits
- Raising your Happiness Set Point for Success and Self-Fulfillment
- Visualizing Techniques
- Turning Goal Setting into Goal Getting
- Rejection-proofing – Handling “No” and Asking for What You Want
- Masterminding Your way to Success with a Mastermind Group
- Relationship-strengthening to Grow Your “Networth”
- Activating the Power of Passion and Priority
- Managing Feelings and Emotion-Management
- Maximizing Outcomes by Challenging Beliefs
- Putting Accountability into Action
- Reinforcing What Works and Celebrating Successes
Work/Life and Wellness Presentation Descriptions
No one wakes up in the morning saying, "I think I'm going to let my life spiral out of balance today," but it's a mystery at times to keep life on track. Celebrate your successes and learn new ways to approach conflicting needs. This interactive presentation gives you proven skills for managing life’s challenges. You’ll learn to reduce stress, increase your sense of self-fulfillment, and increase your resilience when dealing with conflicting needs. Focus on creating harmony between your personal and professional life. Gain insight on increasing self-satisfaction and become more fully present at work and at home. This entertaining presentation gives you the know-how to produce positive shifts in the quality of your life and gain valuable skills for living.
“You did a splendid job with your presentation to the folks at the Pfizer Women's Network! I recommend for you as an inspirational speaker.” ~ Barbara Clarke, Pfizer Corporation Women’s Network Chairperson
Has happiness gone out of style, replaced by fear and frustration? It seems much more "in" these days to say you're "stressed." The latest scientific research has revealed that everyone has a happiness set point, and though 50% is based on genetics, it is possible through learned behaviors to raise your set point, regardless of outside circumstances. Gain specific and practical approaches to raising your happiness set point. Experience an expanded sense of wellbeing, peace, and ease, even during challenging times. This interactive presentation offers ways to experience genuine happiness and deep gratitude no matter what.
The Happy Class
This interactive six-session course provides the know-how for you to become happier and more resilient, even during challenging times. Everyone has a happiness set-point, based 50% on genetics, 10% outside circumstances and 40% is based on learned behavior. This program will give you the tools so you can raise your personal happiness set-point to new levels. Research shows that happiness improves the workplace experience, increasing productivity and builds trust and confidence between colleagues. Join us for six action-packed, fun sessions and gain the tools you need to create joy, focus, peace, and positive results in every area of your life.
These are not fluffy notions. You’ll get practical skills that work.
- Appreciation / Self-Awareness
- Judgments, Acceptance and Choice
- Restoring Peace through Challenges and Chaos
- Happiness as a Motivator
- Prioritizing Happiness
- Dialoging to Uproot Self-limiting Beliefs
“Marilyn has presented engaging keynotes, and workshops at Visteon for many years. We brought her back twice for her most recent ‘The Happy Class; workshop because employees rated her highly for offering practical, helpful tools and insights they could use.” ~ Kate Manley, Senior Benefits Specialist, Visteon
Tired of arguments over dirty bedrooms or poor homework habits? This is not just another parenting workshop, but an intense, enjoyable, content rich experience. Regardless of whether you are a new parent or a seasoned parent of teens, you’ll find the tools you need to improve your family relationships and increase peaceful cooperation. This interactive session provides proven step by step methods to resolve persistent problems which engage cooperation in a climate of respect. Boost your communication skills in this parent-friendly presentation. If you’re serious about helping your children and creating a happy family life – this presentation is for YOU.
"Marilyn Suttle has provided well over a thousand Ford Motor company employees with empowering seminars to improve their communication and parenting skills. Her workshops have been widely popular and well attended. Participants rate her highly for tuning into their needs and providing useful skills to reduce stresses at home and at work." ~ Gretchen Zobel - Ford Motor Company Parenting Network Chairperson
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