Technology, Support, and the Adult Learner

Have you ever wondered why there are so many companies out there to help you manage a computer?  Perhaps if you have ever had the inclination to throw your computer out of the window, you would know why there exists entire companies dedicated to assisting you with your computer issues. 

That being said, many of these "techs" seem to be rather harsh, even condecending in their tone when talking to their clients.  When I worked for both eBay and NEC, I found the same was actually expected of the people requesting support! 

Something adults constantly need is reassurance in their knowledge.  And let's face it, adults know a lot!  They may not know a lot about a given subject, but they have their own life experiences. 

As such it's a good idea for those supporting their clients, regardless of their perceived lack of knowledge, to respect the client and their life experience.  If they want an explanation, you can give them one as long as it applies to the client's own experience.  That way, they can relate, and the computer no longer seems that alien to them.