Visitors relish engaging with experts due to the genuine conversations and the experts' independence from the brand, offering a distinct opportunity. However, occasionally, they may encounter challenging visitors.
Difficult users
You might have encountered such situations from the other end of the screen. Initially, if you're not accustomed to online chatting, you might mistake the interaction for an automated response system, assuming you're conversing with a robot. Some users might come off as blunt or lacking in courtesy before realizing they're engaging with a real person.
They might skip greetings or dive straight into questions without any politeness. It's quite amusing and satisfying to witness their shift in tone when they grasp they're interacting with a human!
In essence, aim to be honest and transparent. Feel free to admit when you don't know an answer or disagree with the visitor. You're an expert, not a customer service representative. While respecting the brand and website guidelines, your role isn't to engage in covert advertising.
Rude Internet users
On rare occasions, you may encounter genuinely disrespectful individuals. Please remember not to take it personally. It could be someone expressing anger with the sole aim of provoking you. In such instances, maintain your professionalism, take a step back, and let it go. Remember, you're not here to engage in conflict.
Start by calmly advising the person to relax and clarify that, like them, you are an Internet user present to assist and share knowledge. For instance: "As a member of this community, I'm here to offer help and share insights. Let's maintain politeness and respect."
If the individual persists in being disruptive, cease the conversation, alert the community manager, or personally block the user from further chat interactions.
Feel free to discuss this encounter with other community members in the community livefeed. They may have faced similar situations and can offer helpful advice on managing them.