How do you handle a taxpayer tht will not stop crying?

From the online assessments, it said that it was important to minimize the number of appointments with the tax payer to make sure you can get through your case load and also to make sure it is still convenient. So rescheduling would likely not be a good answer. I think empathizing with the tax payer (without over sympathizing), maybe giving them a few minutes to collect themselves, and letting them know that there are payment options would be a good solution.