I have to admit that on a normal basis I wouldn’t exploit an essay answer or a help session chat unless it was really exceptional. While looking over some past essay answers on the certification tests, I ran across the following response. I am sure you will all know the question without me including it. If you don’t know the question you should hurry up and get certified so we don’t point and laugh at you.

In the lower right hand corner of the screen should be a little computer with lines around it. Hold your cursor over this and see what pops up. If it shows that you are connected, then we might have an addressing problem. If there is a red “x” on the icon, the card is not connected to a signal. We can double check the addressing problem by using the command prompt and running an “ipconfig/all” which will display the technical information about your system’s connection to the internet. If there is a red “x” you can try to connect to a different network - if available. If this doesn’t work, we need to check the hardware itself by using the device manager. You can find this by right clicking on the “my computer” icon, select manage, select device manager, and point your attention to the internet adapters tab.

But what makes this response so good and what could make it even better?

Points of Customer Service Goodness

• Very explicit descriptions
• Visual descriptions (i.e. red “x”)
• Detailed but succinct

Could Also Take Advantage Of

• An entry line like, “Thank you so much for contacting MinuteFix. I look forward to helping you just as soon as we determine the problem at hand.
• Further explanation of ipconfig (i.e ipconfig is a computer term which simply means…)