Users coming to the Support Forums for help may be in wildly varying emotional states – from mildly frustrated, to desperate, to quite angry. At all times, keep in mind that you’re there to provide help. This attitude will predispose you to deal with Forum users in a professional and courteous manner, regardless.
If a user is using angry or inflammatory language, take a moment to step back and take a deep breath, rather than giving in to the temptation to respond in kind. Try to parse out from the user’s post exactly what their issue is. If you’re not able to determine the cause of the trouble, and you need to write back to the user for further explanation, use language that is courteous and empathetic, but also clear and direct. You might begin by saying,
“I’m very sorry to hear that you’re having trouble. I’ll do whatever I can to help. From what you’ve written, it seems that you’re having an issue with X. Is that correct? Could you tell me a little more about the problem that you’re having?”
Your willingness to provide support in the Forums is very welcome and very appreciated by the WordPress community. Bear in mind though that, as far as the users are concerned, you are representing WordPress. Choose your words carefully; as mentioned above, don’t take the user’s remarks personally; err on the side of being professional rather than being right.
If you don’t know the answer to a question, or are unable to find a solution to a user’s problem, there are resources that you can use. Google may also be a resource for answers that a user might be able to find him or herself, but may not understand, or be able to implement.
You may encounter a user who is very dissatisfied with his or her WordPress experience, who may make incendiary statements about WordPress as a whole, for example. “WordPress sucks!” or “The developers don’t know what they’re doing.” Avoid getting into a discussion about the pros and cons of using WordPress.Try to stick to the particulars of the issue the user is having, if there is one.