If we need more time to research the answer, we will contact you within those ten days to tell you when to expect our response and who the contact person is. We will answer the call promptly and courteously. We will make every effort to answer questions immediately. Where that is not possible, we will provide a timetable for responding during the initial conversation. Answer the telephone promptly.
Return calls quickly.
Be polite and professional. Communicate to be understood, not just heard. Empathize and offer your help. Ask questions until you're sure what the problems is, then restate the problem to have your understanding confirmed. Work with the person to find solutions.