edHelper.com
Using Phone Manners at Work



Using Phone Manners at Work
Reading Level
     edHelper's suggested reading level:   high interest, readability grades 3 to 5
     Flesch-Kincaid grade level:   2.59

Vocabulary
     challenging words:    pens, tips, beginning, working, doing, pleasant, several, possible, quickly, handle, case, form, phone, sounds, customer, impression
     content words:    Smith Company, Jack Jones, Now Mr


Print Using Phone Manners at Work
     Print Using Phone Manners at Work  (font options, pick words for additional puzzles, and more)


Quickly Print - PDF format
     Quickly Print: PDF (2 columns per page)

     Quickly Print: PDF (full page)


Quickly Print - HTML format
     Quickly Print: HTML


Proofreading Activity
     Print a proofreading activity


Feedback on Using Phone Manners at Work
     Leave your feedback on Using Phone Manners at Work  (use this link if you found an error in the story)



Using Phone Manners at Work
By Patti Hutchison
  

1     Katie is training for a new job. She has to talk on the phone. Sometimes she talks to customers. Sometimes she talks to other people at the company. She has to practice good phone manners. They are important skills for her job.
 
2     It is important that Katie uses good manners when she answers the phone. Often she will be the first person at the company that a customer talks to. Katie's manner will be the first impression that customer gets of the company.
 
3     Katie's trainer's name is Allen. He tells her she must have a friendly tone when she answers the phone. If she sounds cranky, that will not make a good impression. She needs to make people feel comfortable talking to her.
 
4     Allen gives her some tips. He tells her try to answer the phone by the third ring. If she doesn't answer it right away, the person might hang up. The caller might think there is no one there to answer the phone.
 
5     Allen says she should use a pleasant voice. She should sound friendly, but not fake. He tells her to answer the phone this way: "Thank you for calling the Smith Company. This is Katie; how may I help you?" This way, people will know whom they are speaking to.
 
6     Katie practices this a few times. Allen says she does very well. They go on with the training. Allen tells Katie to always be polite and friendly. He says that sometimes customers may get rude. It is important that she does not get nasty back.
 
7     Allen pretends to be a nasty customer to see how Katie handles it. "I think your company is horrible. I bought a blender there. It quit working the first time I tried it. I should just throw it in the trash. I want my money back," he says.
 
8     Katie takes a deep breath. She thinks a minute before she answers. "I'm sorry to hear that you are having trouble with your blender. If you bring it back to the store, we can check it out for you. We will either fix it for you or give you a new one. We want to be sure our customers are always taken care of."

Paragraphs 9 to 22:
For the complete story with questions: click here for printable



Weekly Reading Books

          Create Weekly Reading Books

Prepare for an entire week at once!


More Activities, Lesson Plans, and Worksheets


Back to School
Graphic Organizers
Alphabet Worksheets
Sight Words
Math Worksheets
Mazes
50 States

Monthly Themes
January
February
March
April
May
June
July
August
September
October
November
December

Fractions
Place Value
Time and Calendar
Money
Earth Day
Solar System
Analogies
Nouns
Following Directions
Listening
Capitalization
Cursive Writing
Patterns and Sequencing
Dinosaurs
All About Me

Kindergarten
First Grade
Second Grade
Third Grade
Fourth Grade
Fifth Grade
Sixth Grade

Multiplication
Division
Main Idea
Cause and Effect
Measurement
Decimals
Rounding
Order of Operations
Verbs
Community Helpers
Adjectives
Plants
Grammar
Addition and Subtraction
Contractions
Bulletin Board Ideas
Word Searches
Crossword Puzzles
Printable Puzzles

Reading Comprehension
Reading Skills
English Language Arts





Copyright © 2011 edHelper