On these cases we have to open the article and see if there are minor steps we can take that won't turn off the device. If there aren't any, we have to position.
Sir, if we do these steps it will disconnect our call. I will be sending you an article with some very easy steps. These articles are actually made for the customers.
It's very important that we give a quick explanation of the steps so it's easier for the customer to understand and that we work on the customer's confidence as this is the main reason they don't want to take steps on their own.
On restore cases for example, it's also important to mention how easy it is (just having to wait) and give an estimate wait time. Something like "Sir, this can take 15 minutes but this can also take 30 minutes or more". By doing this the customers will automatically feel more comfortable with trying on their own and will not want to stay on call for such a long time.