"I don't generally encounter this type of feedback because I strive to provide quick solutions to clients. However, sometimes the resolution of an issue might be beyond my level of knowledge, and I have to consult with team members. When this is the case, I'm honest with the customer and try to provide an accurate estimation of how long it will take me to fix the problem after I consult with others. If it's going to be a bit, I always offer to call them back or to email them an update so they don't have to wait around on hold for me. In general, customers appreciate this approach. Ultimately, I do my best to get the information I need for the client as soon as possible so they don't have to be kept waiting."