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 Sometimes it is important to us to make sure we get a good referral to them before they hang up, but as much as possible don’t stop at the referral. Get to the details that touch their soul and spirit. While you’re on the phone with them may be when they are most talkative, so don’t cut the conversation short.
Emotionally they may be experiencing fear and unworthiness, and may feel violated, vulnerable, lonely, purposeless, guilty, remorseful, defective physically and socially. They may feel hated by God, judged by Him, and may feel He will never forgive them. They often feel the problem is entirely their fault.  They need to know that the physical problem they are experiencing also has an emotional and a spiritual aspect to them.  Don’t neglect to address this part of their being.
One common problem is a crisis pregnancy, where either the caller is considering abortion or has already experienced an abortion in her past.
