Question: 54.Keiko has been working as a customer relations representative for five months now and realizes two other representatives are not answering phone calls promptly. Many

54.Keiko has been working as a customer relations representative for five months now and realizes two other representatives are not answering phone calls promptly. Many customers are placed on hold for longer than the required time. Keiko has also noticed that their supervisor, Lynn, often observes this behavior but does not say anything about it. Lynn needs to improve her __________________ skills.

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