Empathy, but also boundaries. If someone asks for help it's important to tell them that sure, we can help, but "IT support" tends to be a lot less like "help m

Empathy, but also boundaries. If someone asks for help it's important to tell them that sure, we can help, but "IT support" tends to be a lot less like "help me assemble this furniture from IKEA", and a lot more like "sure, let's install the ceilig fan, but oh it turns out the ceiling is cursed and now we have pierced the heavens and for 30 days every midnight you'll be visited by the mailer daemon, also we need the address of your first born, just a mere formality, you know, no biggie". People has to recognize that in many cases there are no easy solutions for "them", even if it's easy for "us", because it depends on their willingness/ability/capacity to learn new things, which in general is a hard thing in tech.