# data[].attributes.headline
Take actions if not comfortable to continue the conversation

# data[].attributes.subject
Take actions if not comfortable to continue the conversation

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Warn the user that Wix does not tolerate abusive language as it’s stated in our Terms of Use.

Don’t hesitate to escalate or end the conversation if they continue to be rude and report to your TL.

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If you can resolve the issue immediately, then, by all means, do so.

Check the possibility for exceptions and prevent issues from escalations.

# data[].attributes.headline
Cut the rudeness out and don’t argue back

# data[].attributes.subject
Cut the rudeness out and don’t argue back

# data[].attributes.body
Do not match users’ energy and by no means be rude and sarcastic.

Try to solve issues and let the user know that being rude will not help.

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Reach out to the relevant dept/teammates for any other workarounds.
Do not prolong the interaction longer if you've already exhausted all your options (escalate if relevant)

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Have a balance of being empathetic but realistic.
Be personalized with empathy.

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Keep calm, stay resistant to manipulations

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Keep calm, stay resistant to manipulations

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Be as transparent as you can and do not make any false promises/claims.

Show you are here to help and do your best.
Roadmap on actions.

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Even if the conversation was tough, the chat cannot be closed without a positive closer

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Avoid phrasing with negative connotation, stay away from accusation and using negative “you” phrases.

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Show your willingness to help and tell the users about possible consequences and options they can undertake

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Find out the reason for user’s dissatisfaction

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Find out the reason for user’s dissatisfaction

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Gently inquire about the user’s experience to know more what led them to feeling disappointed

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Behind frustrated users there is always an unpleasant situation

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Be polite and personal, under any circumstances 

# data[].attributes.subject
Be polite and personal, under any circumstances 

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Try to calm users down and show you're here to help

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Use sarcasm in expressing concerns and mocking

Insult the company or experts

Curse

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Use emotional manipulation and play the victim

Threaten with legal actions, chargebacks, etc.

Try to tush the expert

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Ignore welcoming message and small talk attempts, cut to the chase

Use CapsLock mode in texting and overuse exclamation marks

Post straightforward statements meant to express indignation or confusion