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The Phone Lady's Blog

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customer support

Maintaining Excellence: What’s Your Customers’ Experience?

By Mary Jane Copps | June 13, 2020
man talking on the phone

It is a whole new world when it comes to customer service. The pandemic has given every business a myriad of things to think about, implement and change in order to keep both staff and customers safe. It’s a huge responsibility. Despite all of this, … Read more

Our Aging Customers: Are You … and Your Staff … Prepared?

By Mary Jane Copps | July 7, 2019
senior customer

This week’s post is from Rosanne Burke, a dementia care consultant, trainer and speaker. She offers dementia training workshops for business owners who want to learn how to make their business dementia-friendly and helps family caregivers feel more confident and competent by creating a personalized … Read more

Want Strong Relationships With Your Clients? Then Act Like It!

By Mary Jane Copps | May 5, 2019
woman thinking in front of laptop

As many of you know, I recently dove into creating online courses. This has involved a massive learning curve – well, less a curve than a continual roller coaster (and I’m not a fan of roller coasters). The process could have been shorter – and … Read more

There’s a Customer Service Crisis Headed Your Way!

By Mary Jane Copps | April 7, 2019

A bank teller wants to do more for the customer who suddenly requests all their funds but is confused and forgetful throughout the transaction. A dentist wonders what she can do for a long-time patient who struggles to pay their bills because they can’t remember … Read more

Clear the Queue vs. Deliver Excellence

By Mary Jane Copps | March 17, 2019

Sara Moginot is a customer service aficionado, a regular reader of this blog … and the author of this article. While walking along the beach one afternoon, I watched my big red dog dart in and out of the waves. Groot brings zest to everything he … Read more

What’s Your Post-Sale Process?

By Mary Jane Copps | March 3, 2019
receptionist speaking on the phone

There’s no doubt that it’s great to make a sale. Tons of work and effort go into the moment when a prospect finally becomes a paying customer, so it’s definitely something to celebrate but … what comes next? Do you know? Does it bring value … Read more

Incivility Costs Us … Even After the Call!

By Mary Jane Copps | February 10, 2019

Sara Moginot is a customer service aficionado, a regular reader of this blog … and the author of this article. From sarcasm to bullying, incivility in the workplace reduces productivity, lowers morale and increases employee stress levels. Whether we are a victim or a witness, there’s … Read more

A Dog, a Kayak and a Phone Lesson

By Mary Jane Copps | January 27, 2019

Sara Moginot is a customer service aficionado and a regular reader of this blog. She recently had a “light bulb moment” while enjoying an outdoor adventure with her dog … something that’s valuable for all of us to consider when our phone rings. What did … Read more

Customer Service By The Numbers

By Mary Jane Copps | December 1, 2018

When it comes to creating a great experience for our customers, we need to ask the question, “What do our customers want?” Delivering service based on their expectations is key to our success. Fortunately, there are companies out there crunching the numbers for us and … Read more

Keep Your Team “In The Loop”

By Mary Jane Copps | November 4, 2018

Florence Anderson is a customer service aficionado and a regular reader of this blog. She’s responding to the October 6 post with an insightful story about email assumptions and the chaos that can result. When should an email be accompanied by a phone call? What’s … Read more

What I’m Thinking About: Loyalty

By Mary Jane Copps | September 30, 2018

The word “loyalty” has become strongly associated with marketing activities. There are loyalty cards and programs. There are special offers and prizes. Loyalty is something businesses strive to capture, yet, as illustrated in a recent post, don’t always know how to retain. Perhaps that’s because … Read more

What’s the Value of Loyalty?

By Mary Jane Copps | September 14, 2018

In 1988 my oldest stepdaughter was attending university, paying rent, working part-time and pursuing a singing career. Money was tight, to say the least, and it was definitely time for her to have her first credit card. My advice? The same card I was using … Read more

10 Ways to Uncover What Your Customers Experience

By Mary Jane Copps | August 26, 2018

We have all received dreadful customer service. It happens over the phone, in person and online. It can make us angry, frustrated and disappointed, and left wondering why the business would allow their staff, or their automation, to treat us so badly? Yet all of … Read more

Customer Service: It Takes A Village

By Mary Jane Copps | August 5, 2018

On July 22 I shared with you a challenge I was having with my accounting software, Sage, and how it was influencing my thoughts on customer service. Not only did I receive great comments on the post, it ended up inspiring numerous online, phone and … Read more

What I’m Thinking About: Customer Service

By Mary Jane Copps | July 22, 2018

I have a bill on my desk that is twice what I expected. It arrived from my accounting software company several months ago. Because I have this company set up for monthly auto payments, this large bill has already been paid … even though I … Read more

What’s Your Customer’s Choice?

By Mary Jane Copps | April 15, 2018

Connecting with customers and prospects today, and delivering superior service, is an ongoing challenge. There are so many ways to communicate – social, email, text, phone, and so on. It’s important that we use all the tools available to reach our target markets … not … Read more

Letting Go of Human Connection

By Mary Jane Copps | November 12, 2017

I’m writing this on a chilly Sunday morning. I’ve just returned from our neighbourhood mailbox (a major construction project prevents us from gathering our mail daily). After sorting out the flyers, I chose to open an envelope from the Nova Scotia Health Authority. As I read the enclosed … Read more

Creating Customer Loyalty … By Phone!

By Mary Jane Copps | June 25, 2017

One of the biggest shifts in phone communication is that we are all accepting calls less often. While this does help us avoid inappropriate and pushy sales pitches, it also means we miss out on some amazing opportunities and excellent service. Take for example a … Read more

We can now curate who we talk to in a way that wasn’t thinkable when a bulky landline phone rang with anonymous urgency. Listen in here.
CBCs-The-Current
CRTC has recently taken new steps to fight fraud calls and phone scams. Read (and listen) to what Mary Jane has to say about this problem.
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.