This happened to me, many moons ago:
- Me: Hello, how can I help you?
- Caller: Yes I'm having a problem with my PC
- Me: Ok, what seems to be the problem?
- Caller: Some of the little houses on my screen disappeared
- Me: hmm...little houses?
- Caller: Yes the little houses, I'm missing a couple
- Me: Ok, how do you usually use those houses?
- Caller: well..umm, I click on them and open things
- Me: Ok, some of your SHORTCUTS disappeared
- Caller: That's how you call them?
- Me: <fixed the problem>
- Me: Have a nice day.