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A friend who used to do tech support told me that he learned that instead of asking "is it plugged in" it was better to ask the customer to unplug it and plug it back in. Then they might notice that it was unplugged but they don't have to admit it. I think about that a lot
Back in the 1980s, in our open plan office, I observed a very junior clerk deal with the CEO (seriously) who had picked up the phone from her desk (all phones were corded back then) to make a call and was complaining that it didn't work. She quietly said, "Oh I'm sorry, let me try.." Then put it down, picked it up again and handed it to him the right way up... earpiece to his ear and mic to his mouth, as it hadn't been before.
I thought, "She'll go far." And as it happened, she did.