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What Are Your “Details”?

By Mary Jane Copps | November 11, 2018

This oft-asked question came up in a workshop earlier this week when discussing how to leave effective voicemail messages: What should we say when the person’s instruction is to “leave a detailed message”? What is a detailed message today? What details should you leave to … 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

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

Quickly Creating a Negative Impression

By Mary Jane Copps | November 17, 2013

This past Thursday, while doing some phonework, I encountered a phone option that, while I knew of its existence, I’d never experienced in a business setting. And I hope I never do again! Here’s the story: I had about 90 minutes to spend on a … 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.