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Need to learn about comunicating with the customer

I realize there are unexpected things that can delay repairs and it is not the fact that there was a delay that lead to this review. How the management has set up communicating with clients is atrocious. The staff answering the phone can only tell you the car is not ready and someone will call you back, but no one does call you back. I had to continually call trying to get some idea of when my car would be done. Because of only getting 'I have to have someone call you back about that' I ended up having to cancel appointment with MY clients at the last minute. I finally talked to the manager and he said that the people answering the phone has the least knowledge and skill (meaning automotive) but he does not give them the credit of being intelligent enough to pass on basic info like 'the paint department has been backed up and it is delaying everything' Just this little bit of info (and you do not need to be a car person to understand) would have reduced my frustration.