It can be rather frustrating when a user tries (ineffectively) to explain a problem or the steps to reproduce it. I have found 2 fantastic tools that can make life a lot easier:
1. Snipping Tool - a build in image capturer that can be used to easily send screen shots (because Ctrl-PrntScreen is too hard)
2. Problem Steps Recorder - a tool to record the steps to reproduce a a problem. The days of issues being lost in translation or steps being left out are history.
If life was only about resolving bugs, software development would be a lot easier ....