When we talk about customer service, it is mainly because we offer service and help to make someones life easier. Mix that with Technical Support expertise for complete package. When helping someone resolve an issue, do not provide instructions without explanation. Help you customer understand why this will be done. At least you're not only helping your customer, they're learning from you as well. I lot of people loves to learn and we can give it to them in a simple explanation. Everyone of us has capability to learn, so share what you have.