When I used to do phone support I stopped telling them the entire picture and started saying things like look in the left hand side of your screen what do you see there...they say blah blah blah and I go click on blah blah blah then I move on to the next step what do you see on your screen now. Seemed to get me to my goal quicker then OK I'll have you open a chrome window and do xyz because they won't do that.