This suggestion from wells68 can help ease user panic resulting from tech issues so you can improve outcomes: "Sometimes users don't realize it, but they are looking for some emotional support along with a fix for their problem. We techies tend to believe that emotions have no legitimate place in a support call. But, hey, if it helps end the call faster, it's in our interest to be a little supportive. A friend of mine, who supports complex software, gets frantic calls from one of her clients. After listening to the problem, first thing she does is ask the client about their cat. Client loves the cat and calms down talking about it. My friend interrupts (doesn't make sense to 'waste' too much time) after a few moments, says something nice about the cat, and immediately asks a specific question about the problem. She gets much better results faster. As for users who have trouble following directions, shoot them a link from your KB which has both an illustrated step by step and a link to a screen video. Don't have them? Your company should make it easy and efficient for you to create them and should incent your team to do so. You will still get pushback and obvious questions, but it can save you some time and aggravation."