You could say something like: "Before we go any further, I just need to check a few quick details with you—this is completely routine and helps us make sure we're speaking securely. It'll only take a moment." Then ask verification questions naturally: "Could you confirm your full name and date of birth for me?" "Thank you! And could I also get your current postcode and the last four digits of your account number?" Once verified, reassure about data use: "That's perfect, thank you. Just so you know, everything we discuss today stays secure with us, and we'll only use your details to support...

You could say something like: "I can see that this situation is making you feel upset, and I want to acknowledge those feelings. It's perfectly okay to feel this way when dealing with financial issues. I'm here to support you through this." You might add: "Can you share with me what's been on your mind? I'm here to listen and help however I can." Keep your pace gentle and ensure the customer feels that their emotions are valid. This will help in building trust and encouraging them to share more about their situation.