One of the biggest challenges in IT support is breaking down complex technical issues for customers who have little to no technical knowledge.

1. Avoid Jargon – Use Simple Language

Tech terms like “DNS resolution failure” or “server timeout” may confuse non-tech users. Instead:

• ✔ Replace technical terms with everyday language.
• ✔ Use analogies to explain complex concepts.
• ✔ Keep it short and simple.

Example:
❌ "Your DNS settings need to be reconfigured because your domain isn't resolving correctly."
✅ "Your website’s address is like a phone number, but right now, the phone book can't find it. We just need to update it so people can reach your site again."

2. Break Down the Solution into Step-by-Step Instructions

Instead of giving all information at once, guide the user step by step.

• ✔ Provide one action at a time.
• ✔ Use numbered steps for clarity.
• ✔ Avoid overwhelming them with too many details at once.

Example:

1. Click on the Start Menu and open Settings.
2. Select "Network & Internet."
3. Scroll down and click "Reset Network."

3. Use Visuals, Screenshots, or Examples

Many people understand better when they see rather than just read or hear instructions.

• ✔ Screenshots or video tutorials can make a big difference.
• ✔ Highlight important buttons or menu options.
• ✔ If speaking over the phone, describe the location of options clearly.

Example: Instead of saying, "Click on the settings icon in the top-right corner," say, "Look at the top-right corner of your screen. You’ll see a small gear icon—click on that."

4. Be Patient and Encourage Questions

Non-tech users may feel embarrassed about not understanding something.

• ✔ Encourage them to ask questions without hesitation.
• ✔ Avoid phrases like "It’s simple" or "This is basic"—these can make users feel discouraged.
• ✔ Reassure them by saying: "Take your time—I'll guide you step by step."

5. Relate the Problem to Something Familiar

People understand new concepts better when linked to something they already know.

• ✔ Use real-world comparisons to simplify tech issues.

Example:

• 🔹 Explaining a firewall: "Think of a firewall like a security guard for your computer. It decides which people (or data) can enter and which ones should stay out."
• 🔹 Explaining an internet outage: "Your Wi-Fi is like a road, and your internet is the traffic. Right now, the road is blocked, so no data can pass through."

6. Summarize and Confirm Understanding

At the end of the explanation:

• ✔ Summarize the issue and the solution in simple words.
• ✔ Ask them to repeat the steps back to ensure they understand.
• ✔ End on a positive note.

Example: "So now, your Wi-Fi should be working again. You just need to restart your router whenever this happens. Let me know if it stops working again!"

Final Thoughts

Explaining technical issues to non-tech users is an important skill that improves with practice. Patience, clarity, and empathy are key to helping customers feel comfortable and confident in resolving issues.

By using simple language, step-by-step instructions, visuals, real-world comparisons, and positive reinforcement, you’ll make IT support less intimidating for your users and improve their overall experience.

💡 Remember: A customer who understands the solution is a customer who feels more empowered—and is more likely to trust your support in the future!