"I'm not real computer literate"

I have the pleasure of working in a customer service-type position for a major retailer that shall remain nameless.

I'm told this image is relevant.

So, I spend the majority of my working hours listening to people describe their tech problems and trying to explain why they haven't solved them on their own.  On one hand, this gives folks like me a certain amount of job security.

On the other...

Why not seek out the knowledge?

There are a couple of arguments that could be made on this point.  Maybe coming to our counter and asking their questions is how they're trying to learn.  Maybe they simply do not have any idea where to start.
But why wouldn't they?  Do we, as adults, forget how to learn things?  Are we ill-equipped to hunt down knowledge?

Ignorance is no sin, mind you, and I don't blame people for not knowing things.  That's part of the human experience.  I just wonder what people expect when they go into a retail location and start asking non-sale questions, as opposed to a knowledge center or established place of learning.

Wait, I have to pay for you to fix this?

If a car isn't acting right, you take it to a mechanic and they make it better for money.  At least, when things go well.  Why do people expect this to be different, when walking up to a service counter in a retail location (where you buy things, with money) and expect an instant/magical solution for free?

To be fair, it's not all that often that people get indignant about this point.  It's more of an "every odd-numbered day" occurrence.  Most folks understand that they might have to pay, but there's always the look of disappointment when that part of the conversation inevitably rolls around.

I know the feeling.  It's like secretly hoping the birthday card from a friend has money in it, then you discover it doesn't, and you know it was kind of selfish to hope for it in the first place...but you still kind of hoped for it.

Actual expression seen at least once a weekday.

But this is how the trade system works.  We have skills/knowledge, a trade good, and you want that thing...so you pay currency and the trade is complete.  Simple enough, and most adults can handle that...but the ones that can't process this concept are usually quick to anger and raised voices.

So, how do I keep this from happening again?

The right kind of question to be asking.  I make it a point to try and celebrate this with the other party in the conversation, so they know their thinking is appreciated.  From what I remember of my one solitary psych class in college, that should be "positive reinforcement."

Unfortunately, you get this question and have to wonder how to break the news to them that there are no hard-and-fast guarantees to keep the techno-gremlins out of their computer/phone/tablet/gps.  You can only offer guidelines and advise them on how to be safe.

You know, like most things in life.