"Make everything as simple as possible, but not simpler" - Albert Einstein. In my experience, everyone has problems and every problem has a solution. And when a problem is broken down in the right way, the solution is usually pretty simple. But not everybody realizes that. To help another person, whether it be in Customer Service, Technical Support, or simply giving directions down the street, it's important to empathize with the fact that the other person just hasn't seen the solution... yet. Helping somebody else starts with convincing them that there is a solution, and convincing them that together, you'll find it.