TURN TOUGH CUSTOMERS
INTO VOCAL ADVOCATES.
Keynotes, workshops, and training programs that give customer-facing teams science-backed tools to keep their cool when customers are upset. Managers spend more time leading, your front line ends the day with more energy, and customers have more reasons to stay.
TURN TOUGH CUSTOMERS
INTO VOCAL ADVOCATES.
Keynotes, workshops, and training programs that give customer-facing teams science-backed tools to keep their cool when customers are upset. Managers spend more time leading, your front line ends the day with more energy, and customers have more reasons to stay.
TRUSTED BY ORGANIZATIONS INCLUDING
TRUSTED BY ORGANIZATIONS INCLUDING
Why organizations bring in Marilyn
Customers are angry, anxious, demanding, or disappointed, and employees need better ways to respond.
Communication happens across phone, email, and digital channels, and it's harder to create connection.
A strong customer experience requires more than individual effort. It takes a consistent service mindset and culture.
Senior Director, Global Customer Services
Farfetch
Who’s Your Gladys?
Every customer-focused organization has a Gladys: the customer who expects more, pushes buttons, and requires a higher level of skill to serve well.
This practical, engaging program gives customer-facing teams the tools and confidence to manage difficult interactions, lower tension, and turn challenging moments into stronger relationships and lasting loyalty.
- Recognize what may be driving difficult customer behavior
- Respond with confidence instead of becoming defensive
- Lower tension and keep challenging conversations productive
- Handle demanding customers without giving away the store
- Turn difficult interactions into opportunities to build trust and loyalty
Who’s Your Gladys?
Every customer-focused organization has a Gladys: the customer who expects more, pushes buttons, and requires a higher level of skill to serve well.
This practical, engaging program gives customer-facing teams the tools and confidence to manage difficult interactions, lower tension, and turn challenging moments into stronger relationships and lasting loyalty.
- Recognize what may be driving difficult customer behavior
- Respond with confidence instead of becoming defensive
- Lower tension and keep challenging conversations productive
- Handle demanding customers without giving away the store
- Turn difficult interactions into opportunities to build trust and loyalty
Getting Personal in an Impersonal World
Your customers can’t see your team’s faces, and your team can’t see theirs. Tone, word choice, and timing carry the whole conversation. This program gives teams science-backed tools to turn around upset customers and keep flare-ups from becoming escalations.
- Defuse upset customers early, before frustration reaches a supervisor
- Recognize hot-button issues and handle them calmly on calls, in emails, and online
- Use a practical decision tree to choose the right response when emotions run high
- Shape tone, phrasing, and structure so every call and message feels personal
- Write responses that move a tense exchange toward a workable resolution
The Choice to Excel
Customers can feel how your people treat each other. This program helps leaders and teams build a consistent customer experience through stronger internal communication, appreciation, and accountability.
- Strengthen the everyday habits that earn and keep customer loyalty
- Improve internal communication so every team has what it needs to serve customers well
- Make customer service a shared commitment across every department and level
- Handle complaints, including public ones on social media, in ways that resolve the issue and protect your reputation
- Build appreciation, accountability, and continuous improvement into daily work so people stay engaged and service stays consistent
Customized Programs & Consulting
Your customers. Your environment. A program that fits.
Not every customer challenge fits into a standard program. Marilyn works with organizations to create customized training, multi-session learning experiences, and consulting solutions that address your specific goals, industry and customer environment.
Tell Marilyn what you’d like to achieve for your customers and employees.
Share your event date, audience size, and what you want to accomplish. You’ll hear back with next steps.