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We think all social media brand managers could agree there is nothing more irritating than having to respond to rude comments left by the constant influx of Internet trolls. Amidst the positive comments and questions, you are bound to run into a few trolls lurking in the vast abyss that is the Internet. It’s inevitable and though you could choose to ignore them, here are three reasons why responding is a wiser choice.
1. Kill them with kindness
You may be tempted to stoop to their level, but that is exactly the reaction they are looking to evoke. Instead of fueling the fire, be as polite as possible and address the comment to the best of your ability. Even if this doesn’t completely eliminate your troll infestation, it will still reflect positively on you or your company’s reputation.
2. Learn to manage the stress
Responding to Internet trolls may feel like the bane of your existence and though no one would really blame you if you conveniently forgot to answer them, learning to manage stressful situations will only help you out in the long run. Never turn to deleting comments as a solution, as this will only incite more comments from the trolls and leave you with a bigger headache. So take a deep breath, focus and tackle the situation. You’ll end up feeling more satisfied by managing the problem, instead of avoiding it.
3. Know when to pick your battles
You’ve exhausted all the possibilities and you’ve concluded that the troll’s only purpose in life is to wreck yours. At this point, you can call it quits. Kindly let the conversation conclude or try to take it offline. Often times, we find talking over the phone with customers is helpful to diffuse a situation and provide them with the customer service they need.
How do you manage your troll troubles?