During your first job performance appraisal, you were criticized for the way you manage phone systems. You have been asking the caller to state the purpose of the call before you say whether or not your manager is in the office. After you find out who the caller is and the purpose of the call, you say, "Mrs. Burke is not in her office," or "Mrs. Burke is in a meeting." It is true that Mrs. Burke is not in her office when you say this, but apparently, the callers are not convinced. 

What can you do to improve rapport with the callers?

Answer rating: 100% (QA)

Active Listening Practice active listening by giving the callers your full attention and allowing th... View the full answer