This. While I was in college, I worked for Circuit City doing tech support (the "IQ Crew", heh, later called "firedog". Memories). People would call/come in and I would try to gather information about their setup.

It was extremely common to get Q/A like:

Me: Who is your internet serviced provider?

Them: I just click the 'e'.

Translation: They were telling me they use internet explorer.

Me: OK, bring in your computer and I can look at it.

Them: (arrives some time later, plops their CRT monitor on the table).

It was always like that. It took me a while to figure out how to ask the right questions to get the information I needed from them. TBH, this was most of the job.