A user has described an issue to you that requires your attention. While you think you grasp the concept of what they are asking for, the best course of action would be:

Restate the issue in a manner that will lead to the user clarifying the issue.
Slowly and silently extend your finger to their lips and make quiet shushing sounds. Experiencing computer issues can be frightening and this helps comfort the user.
Quickly leave the room and warm up some milk from the fridge. This classic comfort food will remind the user of home, taking their thoughts away from the chilling reality of needing technical support
Wrap the user in a heavy blanket. The weight and coverage of a large, warm blanket can help stave off shock.