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The Phone Lady's Blog

Month: May 2018

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Strategies for Difficult Conversations – Part III

By Mary Jane Copps | May 27, 2018

Every phone call has the potential to startle us and when this happens the most effective words can be difficult to find. For Heather Clarkson of the Employment Solutions Society this occurs “when people don’t follow through with what they were supposed to do, when they do … Read more

Strategies for Difficult Conversations – Part II

By Mary Jane Copps | May 18, 2018

One person always makes an appearance at my customer service workshops and coaching sessions – someone I’ve named the “constant talker”. I discovered them years ago while doing call evaluations and listening to a 45-minute customer conversation during which the company representative maybe said 20 … Read more

Strategies for Difficult Conversations – Part I

By Mary Jane Copps | May 13, 2018

The past two weeks I’ve received numerous emails from followers and clients with questions about difficult conversations. From accents to constant talkers, and from disrespectful language to unfulfilled promises, some phone calls are definitely challenging. The next few posts will feature my favourite strategies. And … Read more

Are You “Polite-ing” Yourself Out of Conversation?

By Mary Jane Copps | May 4, 2018

With some frequency, people ask me, “What is today’s phone etiquette?” I always hesitate to answer. Maybe the word ‘etiquette’ makes me stumble. It comes from the Old French estiquette, meaning label or ticket, and refers to a tradition from the 1700s of small cards with … Read more

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Archives

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The undeniable value of a phone call - read the interview with Mary Jane.
Cold Calls: The Psychology Behind the Human Voice - listen to this podcast featuring The Phone Lady.
This Hour Has 22 Minutes
Episode featuring The Phone Lady - watch Telephone Lessons for Millennials.
The Wall Street Journal.
Some on Wall Street are hanging up on voicemail. See what The Phone Lady has to say.