They are put on hold for long periods of time. The person answering the phone doesn't sound interested in helping them. The person answering the phone doesn't know which office to call, or who to ask for. Their call is not returned. Their messages are not given to the right person.
Callers appreciate knowing which office they've reached and who has answered the phone.
Be courteous by greeting the caller warmly and identifying your department and yourself by name. Remember that the caller may have been transferred to your line without someone telling them where the call was being transferred. Remember to extend the same concerned service when you're the one transferring the call. Always give the name of the department you're transferring them to and the name of the person, too, if possible. Use the caller's name, both as a courtesy and as a way of showing that you're paying attention to his or her needs.