I finally stopped giving overly technical answers after a user told me 'I just need to know which button to press'
About six months ago, I was helping someone reset their password over the phone. I started explaining the difference between local and cloud authentication, and they cut me off. They said, 'Look, I'm late for a meeting. I just need to know which button to press.' That stuck with me. Now, I always ask if they want the quick fix or the full explanation first. I start with the simplest step-by-step instructions, like 'click the link in the email, then type your new password twice.' Has anyone else had to learn to simplify their explanations on the fly?