The Phone Lady's Blog

Inspire Conversation

inbound telephone call

Have You Been “Bulldozed” Lately?

By Mary Jane Copps | November 11, 2023
man talking on phone while consulting laptop and standing next to a bulldozer

Since 2020 the requests I’ve received for customer service training have grown by over 50%. Why? The main reason is the same challenge that’s impacting most industries – too few people with the necessary skills to satisfy customer demand. When creating training experiences for these teams, I approach … Read more

Communicate Clearly Even When You’re Not Working

By Mary Jane Copps | December 12, 2020
phone on desk

Even though we’ve all been spending more time having video meetings this year, our global pandemic has also created a bit of a renaissance for phone conversations. The challenge has been – and remains – how to reach people on the phone. Have they returned to the office? … Read more

Do You Need A Stop Sign?

By Mary Jane Copps | November 28, 2020
woman at desk holding stop sign

Over the past few months, I’ve experienced an amazing increase in requests for front desk and customer service phone skills training. I’m delighted, of course. This is where my interest in phone skills began, way back in 1979. I was working part-time at a real estate office in … Read more

Ring Ring … Opportunity Calling!

By Mary Jane Copps | November 7, 2020
man on phone call in store

Receiving and making phone calls has always been an essential ingredient in the success of any business. Contrary to popular behaviour – websites with no phone number listed, businesses that don’t accept or pick up their voicemail messages – revenue opportunities still arrive by phone. Not sure what … 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 an impact. And … 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 us have the … 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 words. It was … 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 just the ones … Read more

5 Steps to Answering Your Business Phone

By Mary Jane Copps | February 25, 2018

Recently The Casper Agency of Saint John, NB sent me a question via Twitter. Much to my surprise, it turned out to be a subject I haven’t featured in this blog. So, without further delay, here’s my best advice for how to answer your business phone. Here’s the question: … Read more

Case Study: Lessons from a Cold Call to The Phone Lady

By Mary Jane Copps | July 23, 2017

One thing I tell everyone: “If you want to get better on the phone, use the phone more often and learn from each conversation.” How did that cold call make you feel? What were your reactions during that customer service experience? There’s something to be learned from every interaction, … Read more

3 Ways You Can Impact Phone Communication

By Mary Jane Copps | June 10, 2017

Whether you want your sales team to be on the phone more often, or your clients to speak with you on the phone regularly, or your children to talk with their friends from time to time instead of texting, it all starts with you. Avoiding phone conversations is … Read more

CBC Radio
Maritime Noon with Bob Murphy - On the phone-in: Mary Jane Copps has advice on making phone calls to people who are phone-averse. Listen in >
Radio New Zealand logo
How to tackle your telephone hang-ups. People with bad cases of telephone anxiety can experience nausea, increased heart rate and shortness of breath at the sound of a ringtone. Listen in...

Phone Phobia Hits the News

Phone phobia, or telephobia, has been getting a lot of attention in the news recently. See what Mary Jane has to say about it...
Margins of Error with Harry Enten
CNN's Harry Enten asks why we’re avoiding phone calls and whether we can be coached through our telephone-related nerves in this Margins of Error podcast featuring Mary Jane.
This Hour Has 22 Minutes
22 Minutes correspondent, Brandon Hackett, figures out which end is up on this thing called a telephone, with help from The Phone Lady. Watch Telephone Lessons for Millennials.