How can you resolve conflicts with customers who are not tech-savvy?

Active listening is huge. Sometimes people just want to vent. Let them. Then, reassure them that you're there to help. A little empathy goes a long way. You want to help these customers with step-by-step guidance. I'm talking baby steps. Sometimes I even draw it out on paper first, just to make sure I've got it down to the simplest steps. Then, I walk them through it, asking them to confirm each step before we move on to the next. It's like building a LEGO set together, one piece at a time. Definitely share screengrabs and videos or share your screen in real-time. It's the closest thing to being there in person.

When speaking with a customer that’s having difficulties understanding is bring it to their level. Find out quickly what they understand and then bring examples to what they understand to the situation that you’re dealing with. Listen repeat and listen I’m not mad at you. They’re mad at the situation because they don’t understand I’d let them know that you find it frustrating I thought you’re trying to help them. Sometimes this helps the situation. Communication is a key. Listen to what they have to say not bypass her over talk that would get you upset. Remember how you would feel and put that into the customers perspective.

I agree with Shelley Gellner: Avoid using terminology which might be unknown to the customer, be empathetic and try to see the issue from the customer's perspective. Use Teams if possible and guide them through the different steps.

??Do you remember when your father got his new smart phone? It was challenging to deal with, much like a mysterious object from outer space. ??For many people & generations, new technologies are overwhelming at first. However, with time and patient guidance, many people can adapt and even become proficient in using these technologies. It is a good strategy to express to the customer how you yourself faced challenges with technology a couple of times in the past, then take the customer to the positive part (I call it the hope stage) and emphasize the benefits the customers will get once you help them understand and revolve the issue. Then reveal that your primary goal is to help them and motivate them to open up to any new learning.

Listening is the key. Understand what the customer is after and explain the customer in language the customer understands without using huge technical jargons. Have patience and understand the customers' view point. Appreciate customers for their time and apologize for any inconvenience.

??Active listening is not to know the issue the customer is facing only but also can revel to you their technological knowledge ???????? and comfort level so you can tailor customize your support. ???Then asking exploring questions in a simple language (non technical terminology) and if it is a must to use a terminology then explain the meaning and do not assume that they know it. The more you put effort listening actively and asking exploring questions the more success chances to reach the technical issue resolution and win your customers’ satisfaction.

Begin very listening to the customer's concerns and frustrations. Allow them to express their issues without interruption. Use empathetic language and statements to show that you understand their perspective. For example, "I can understand how that might be frustrating for you."

Patience is the key as I may say so, not everyone can actually follow steps or instructions being provided in a snap. Walk them through, paint a picture of what needs to be done and most specially commend them if they are doing it right and thank them for working it out with you, like appreciate their efforts, then do a follow through with them to temp check if everything is all good to top it all ??

??In my opinion it is essential to respect their learning pace. Do not rush them or pressure them, remember we all have different capabilities, experience and backgrounds. Mirror their pace and guide them in a systematic manner.