I'm creating this thread to help fellow call center peeps in handling situations where empathy is required but we don't know how what to say. I will compile the situations and good advice if this thread will become active.

Position: sales rep, consultative selling ang approach.
Situation:
I was suspecting(gamay ra kaayo) nga naay rift between my 22 yr old prospect and her family. But I still asked this question to try and build rapport.

me: "since you want to do this, how supportive is your family about it?"
prospect: " I haven't lived with my family for a long time(due to the rift). I've been independent for so long..."
me: wala ka tingog , divert nalang ko ug lain question.

how should we emphatize?