Venting is expressing frustration (even when justified).
Yet another customer asks a 'dumb' or even hostile question for the 185th time.
Choice A: CM expresses irritation.
Choice B: CM gives a positive, honest answer*... for the 185th time.
Say in this conversation...
"We have a lot of people recently asking about the recent drop in points at the start of January 2022. We added a section to the FAQ on January 8th to address your questions.
Here's what we added:
"full quote of new faq section".
Link to the Faq.
I hope this clears up your questions and will answer your follow up questions as soon as possible."
(use of "and" instead of "but" here is less confrontational)
* honest- even if it's bad news but delivered in an respectful way.
Venting can lead to a cycle of hostility. Seen it happen in other customer forums. The reason I originally responded was that I *had* read the faq and that section wasn't in there at the time. So I came to the forum's after my ticket hadn't received any answer for over a week), hoping to find an explanation.
It's all good and our points are back up to about 70% of what they were in December.
Hope you have a great day and your work and followup is appreciated and makes a difference!
With Best Regards,
(and wow- you guys must be undergoing a huge DDOS attack right now.