This list of questions is not meant to be exhaustive and they may not always be appropriate. They are just examples of responses that may be helpful.

You could say:

• Hello (insert support line name here and your name), how can I help?
• Would you like to tell me what’s on your mind?
• We’re here to listen
• How are you feeling?
• What happened then?
• What do you mean by that?
• How did that affect things?
• Would you like to tell me some more?
• Is there anything else that you want to talk about?
• It sounds as if that was: very upsetting/difficult/distressing/frustrating for you
• Have you thought about what you can do about it?
• What do you think your options are?
• How might you go about it?
• Can I make some suggestions?