SpamCop FAQ : (Category) General information about SpamCop : What are some general tips for responding to questions in the forum?
• Focus on the issue not the person. • Focus on the complaint, not some perceived attitude. • Don’t go looking for a fight. • If someone is excited, or you feel they are ranting, listen carefully. Encourage them to talk and to tell the whole story. (Avoid telling them how to talk. Avoid changing the topic.) • Don’t respond to complaints about your organization’s alleged failings with the allegations of failings of the other party. • Don’t ridicule the other person (or the other person’s company, country, race, or religion). • Don’t assume that a mistake or misunderstanding is the result of malice. • Use dictionary English or proper technical English, not euphemisms and slang, when speaking with people for whom English is obviously a second language.
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