You are 1000% correct. This is literally my job. All patience. They so often call themselves stupid to the point they shut down and don't want to learn. Its sad to see because you know it's due to being shit upon. I always tell them they know tons of things I have no concept of.
Yeah those lively phones are ass. iPhone se was go to recommend until they got rid of the button option.
Have the benefit of being in person though. If you're doing it on the phone you're a different kind of patient.
The janitor/maintenance man