You get used to saying "I'm a computer expert" when you talk to the people who believe in pixie dust. It's just that sometimes you have to tell them that their problem lies in a different field and they have to talk to someone else. If you are wondering why, just try telling them something like "I'm highly trained and experienced in removal of viruses and various other types of malware". You know what they'll do? They'll try to get you to install windows for them, or fix their corrupted MSWord documents. They don't understand a thing you've said, so they assume you can and will do anything, or worse yet, they'll ask you to explain all those words they don't even know the vaguest thing about, understand none of it, then still ask you to fix their corrupted word doc because they don't want to pay microsoft to do it.
It saves everyone a lot of time to just say "I'm a computer expert", and when it's not something you know about, send them to someone who does know that particular area.
I'm the one that had the call where the user kept typing "right click" every time the instructions told him to right-click on something. And you know, that's not even the worst call. (And I'm not even going to detail the numerous people that think scheduled events will work when the desktops have no power. Or the callers than want you to help them when the computer doesn't have a monitor or a keyboard, and the user can't get into the locked room, which wouldn't matter because they don't have the password either.)