Your telephone etiquette says volumes about your company, and the care it takes with its customers.  The caller draws distinct impressions with regard to what kind of organization they are working with, their operations, their professionalism, and the quality of the staff.  Many times, it is the first impression a customer gets that helps pave the way to a successful relationship.  That being said-

Organizations have many missions.  Among them is a paramount focus on pleasing the customer.  They measure satisfaction with surveys, pride themselves that they have great communication with customers and even ask for testimonials to show how happy their customers really are.  But, I think that for some operations folks (you know the ones that get involved in the nuts and bolts to help make organizations run), the customer can sometimes seem once removed and sometimes even more distant.  They may feel left out.  However nothing could be farther from the truth.