I've met a number of users over the years who don't understand how technology works at even a basic level. They can go through the motions of what's needed to do their jobs or simple personal computing, but that's it. You explain what's happening the best you can, make sure the problem gets fixed, and steel yourself that you'll be hearing from them frequently.
Here is a story about one such encounter that prompts a laugh when I need it and reminds me to stay patient and courteous when the conversation seems to be going in circles.
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Our IT help desk provided support for business and home users, and one day I received a call from a customer we'll call Bob who was having problems with his personal computer.
The conversation went something like this:
Bob: I think I might have a virus on my computer.
Me: What is your computer doing that makes you think it has a virus?
Bob: It's been running really slow recently, and I'm getting a message on the screen saying I have multiple viruses and I need to send in $50 to get them removed.
Me: It does sound like you have spyware, a virus, or even a fake antivirus program trying to get you to send them $50.
Bob: How bad is it? Will the virus spread?
Me: It's possible that it could spread or get worse. I highly recommend you power down your computer and bring it in to our shop so we can scan for viruses, remove them for you, and check your antivirus software.
Bob (sounding very concerned): I can't make it in today. Will my other computers be OK if I wait until tomorrow to bring the infected one in?
Me: You should be OK if you power down and unplug your computer.
Bob: My computers are placed very close to each other. Will the virus escape when I'm not looking?
Me (trying not to laugh): No, that won't happen.
