Reply to the question in accordance with the situation.
Client: «This is Dean Thomas. I need your help. I have problems with my software».
Helpline operator: «_________».
Oh, many people have difficulties with Software. Don’t worry.
Oh, I’m sorry to hear that. That’s a trouble, I see.
Oh, I don’t do Software. Software specialist has just gone.
Thank you for calling the Superword helpline. I’m sure we’ll sort your problem out.