Again, don't assume that the customer is going to clearly understand your jargon. But it also has a lot to do with personality and past experience dealing with customer support. There is nothing that you can do about the past. There is a lot that you can do about the current situation. A customer who is at ease and whose confidence level is brought up will be much more organized and better able to give you the information that you need.
Most people feel better when being addressed by their name.
Some older people and people of different ethnic backgrounds prefer a title with their last name such as Mr. Smith or Dr. Jones. A sincere compliment can do wonders in getting customers to co-operate and give you the information that you need. There are many reasons for being frustrated. The customer may have been dealing with tech support and not getting his or her problem resolved. The customer may just have a low tolerance for frustration.