Remember that technical problems involve emotional reactions

When customers have a technical problem (for example, they are having trouble printing), keep in mind that they will almost always have an emotional reaction as well. Those emotions can range from simple annoyance to outright panic, depending on the importance of the document and the time element involved. It is important to acknowledge and recognise these emotional reactions. If all you do is solve the technical problem and walk away, chances are the customer will still be upset. In these cases, simply saying something like, “Pain in the neck, isn’t it?” or “I hate when that happens to me” can help the customer feel better about the situation and possibly feel more positive about you.