Michael Podolsky Speaking Topics

• Customer Service & Satisfaction

  How to Avoid Customer Service Mistakes and Make Customers Happy?

  You want to make your customers happy because they are the ones who impact and drive your business to success. What if your customers are unhappy at some point during their experience with your company? How does your customer service turn a complainant into a brand advocate? This enlightening discussion underscores why service excellence is more than just responding to customers; it's about building trust, fostering loyalty, and ensuring positive brand image. By learning to avoid common service pitfalls, businesses can improve processes that not only resolve issues but also turn casual customers into brand ambassadors.

  Attendee Results:

  • Develop an understanding of what is great customer service and how it impacts business success.
  • Uncover the common mistakes in customer service and strategies to sidestep them.
  • Learn about effective customer interaction and actionable strategies for turning unhappy customers into loyal brand advocates.

• Brand Awareness, Online Reputation & Review Management

  How Leaders Improve Business Reputation Using Online Reviews

  In an era dominated by the digital world, the voice of the customer is louder than ever. For companies, online reviews can either make or break their reputation. How can you turn customer feedback into strategic tools for reputation enhancement? During this engaging discussion, you will delve into the profound impact of online reviews on a brand's public image. Uncover the value of online reviews, especially the negative ones, the nuances of an effective response, and the practical strategies to improve your business reputation. This talk emphasizes the importance of a two-way dialogue with customers, the necessity of transparency, and the magic of consistent engagement. Understand the critical role that online reviews play in shaping customers perceptions and learn how proactive engagement with customer feedback can improve your business reputation.

  Takeaways:

  • Learn how online reviews influence brand perception in today's digital landscape and why ignorance can be costly mistake.
  • Discover ways to effectively monitor and manage online reviews about business across various platforms.
  • Understand what actionable insights you can get from online reviews to improve business processes.
  • Equip yourself with strategies to boost the brand image and online reputation.

Technology Adoption, Customer Service & Artificial Intelligence

Customer Service Innovations: Reimagining Customer Interactions Using AI

As more businesses move towards AI, customer service is experiencing an unparalleled transformation. While the use of AI-empowered tools in customer service has real potential to enhance the customer experience, there are important considerations regarding their implementation that cannot be swept aside. Join an insightful discussion to redefine the standard approach to customer service in the age of AI. This talk will provide strategic frameworks for balancing AI and human interactions in customer service settings and then suggest some best practices brands should keep in mind when implementing AI in customer service.

Takeaways:

• Learn to find the optimal balance between AI and human agents in customer service.
• Understand when a customer's problem can be handled by AI and what customer requests you want to hand to human agents.
• Discover ways to implement strategic AI integration into existing customer service operations for maximizing efficiency.

Outsourcing, Customer Service & Employee Training

How Leaders Outsource: Hiring Professionals to Boost Customer Satisfaction

With the key role that customer service plays, a serious consideration for businesses is whether to keep the customer service operation in-house or to outsource it. This session aims to showcase what sets in-house and outsourcing customer service apart, weigh up the pros and cons of each option, and learn how to choose the approach per specific business needs. You will dive deep into the strategies adopted by top brands that successfully involved external talent to enhance their customer's journey. It's not only about costs and efficiency, but about fostering collaborations that resonate with the brand goals and improve customer experience.

Attendee Results:

• Evaluate all the pros and cons of in-house and outsourcing customer service.
• Estimate the cost and efficiency of each approach to customer service.
• Learn how to ensure a seamless collaboration between in-house and outsourced teams.
• Define the pointers on how to go about picking the most suitable option depending on the type of business.