The biggest challenge I faced in my last job was that I was communicating with a client about sensitive information that had to do with their medical records. They were unsure if they were okay with continuing the call because they didn't want to be scammed or have their personal information leaked to a person that was untrustworthy. The way that I handled it was that I was doing my best to ensure them of the validity of the call. By having them searching through their medical ID, they would see that the phone number that I was using was the same one on their ID. If they still felt unsure, they would always be able to come personally to the office to then continue with advising them. After they felt sure that I was in fact calling from the company, they felt that they were safe enough to continue with the call.