To build rapport, repeat after them...

You heard me.  Repeat what the other person said.

Robert Cialdini, an expert in persuasion, did an experiment with waiters that improved their tips.  

He had them repeat the order back to the guest, exactly.

Guest: "I'd like a coffee with a little milk."

Waiter: "That's coffee with a little milk."  (Not some milk, or milk, but a 'little' milk.)

The waiters that participated enjoyed a noticeable increase in their tips.  Why?

The guests trusted the waiters; they felt the waiters truly understood them and cared about their order. 

Try paraphrasing your callers' needs back to them today - see if you feel a better connection.