And most computer professionals are totally oblivious to this, which is one of the key reasons that so much user-space software (and hardware) really sucks.

Instead of whinging about how stupid people are and heading down the path that leads uphill both ways (and we LIKED it!), put yourself in the user's shoes. Computers are magic to them. When you ask them to do something that seems simple to you, like unplug and replug a network cable, keep in mind that they don't know what a network cable is, or what it does, or what might happen, or why they're being told to do that. They're genuinely scared, and rightfully so, given the horrid experiences most people have had with technology today.

Try accompanying the request for action with an explanation of what you expect it to do (in small words), heavily loaded with reassurance that it will not catch fire and explode or sell their children on EBay or whatever horror stories might be rolling through their minds. Help them feel that the person at the other end of the line, the expert they called (overcoming other fears to even ask for help) is sympathetic, wants them to succeed, and believes in them.

And finally, remember, the wise words of one of the smartest people I know... "Intelligence is like four wheel drive. It doesn't keep you from getting stuck, it just lets you get stuck in worse places."