The Phone Lady's Blog

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phone manners

Top 3 Things You Need To Know About Booking and Cancelling Appointments

By Mary Jane Copps | February 16, 2020
woman speaking on the phone

This past December, while visiting family in California, I received an email from CBC’s The Current. Associate producer Danielle Carr was interested in interviewing me. While the segment was about phone scammers and how they are changing our relationship with our phones, she wanted to … Read more

Phone Stories: On The Dresser in the Foyer

By Mary Jane Copps | May 19, 2019

Sara Moginot is a customer service aficionado based in Halifax and a regular reader and contributor to this blog. As a child, our family had one black rotary phone in the foyer. To reach it, you walked up the stairs to the landing, which was … 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

Strategies for Difficult Conversations – Part V

By Mary Jane Copps | June 9, 2018

A few weekends ago two events collided and created this post. The first was a drive across the bridge early Saturday morning to speak at a conference. Listening to the radio, I noted that the host of the program was encouraging listeners to email him … Read more

How Do You Say Goodbye?

By Mary Jane Copps | October 8, 2017

At a recent workshop, I was asked for advice on a challenge I’ve never encountered. While I certainly have some thoughts and suggestions, I’ve decided to share this challenge with you. Have you also experienced this challenge? Please share your ideas and feedback in the … Read more

Top 5 Ways to Create an Excellent ‘On Hold’ Experience

By Mary Jane Copps | April 16, 2017

The first time I put someone on hold was 40 years ago. It was a summer job in the offices of an iron ore mine in Northern Ontario and there were very specific guidelines I had to follow. The etiquette of how to put someone … Read more

Don’t Chat with Strangers

By Mary Jane Copps | June 22, 2014

This week I’m introducing you to Peggy Issenman, owner of the graphic design firm Peggy & Co., based here in Halifax. I have known Peggy for several years as we have friends in common and have found ourselves enjoying each other’s company at birthday and … Read more

Stories of Do and Don’t

By Mary Jane Copps | November 24, 2013

Recent work calling into Vancouver has provided a great story of how not to answer the phone: At one association I was greeted by what I’ll call an “unengaged” receptionist. She wasn’t unpleasant, but she wasn’t welcoming either. She did not use her name when … Read more

In this episode of the Sales Reinvented podcast, Mary Jane shares how a good story is crafted, what makes a great storyteller, and even tells one of her favorite stories.
Listen to this podcast discussing why trends in customer service calls, how to make sales calls more effectively and more.
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.
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.
The Wall Street Journal.
Banks Curtail Employee Use of Voice Mail: Voice mail is viewed as an expensive vestige of a bygone era. See what The Phone Lady has to say.