Imagine you get an email from a customer saying that they are struggling to complete a task and need your help. You go back to them with a list of instructions explaining how to do the task. They then respond saying they're really sorry, but they still can't do it, can you help out? You send an email back with much more detail, screenshots, in-depth steps, etc. They then come back and say that they still really cannot follow the steps. How would you feel in that moment? How would you respond? What would you do to ensure the customer can complete what they need to do?
