Visitors enjoy chatting with experts because conversations are authentic and you are independent from the brand. This represents a unique opportunity for them. Nevertheless, you might occasionally have to deal with a very difficult visitor.
Difficult users
You may already have experienced this kind of situation from the other side of the screen. For someone who is not used to chatting, you may at first think that you are dealing with an automatic tool, a robot that answers your questions. Some Internet users may be a bit direct in their way of addressing you before they notice that they are really talking to a human.
They may forget to tell you hello for example or they will ask a question without any form of courtesy. As a matter of fact, it is pretty funny and rewarding to observe the change of tone when they realize that they are talking to a real person!
In general, try to be honest and transparent! Don't hesitate to say that you don't know the answer or that you don't agree with the visitor. You are an expert, not a professional agent. Even if you do have to respect the brand and the website, you are not there to do hidden advertising.
Rude Internet users
On some rare occasions, you may have to deal with genuinely disrespectful people. Please don't take it personally. It might have been an angry person whose only goal is to bother you. In this case, keep calm, take a step back and let it go. You are not here to fight!
You can start by telling the person that they should calm down and explain that you are an Internet user just like them and that you are here to help.
Example: "I'm a member of the community. I'm here to help and to share my knowledge. Please remain polite and respectful!".
If this person doesn't want to calm down, stop the conversation, warn the community manager or block the visitor yourself so that he can't use the chat anymore.
Don't hesitate to share this experience with the other members of the community in the Community panel. They may have experienced such a situation and could give you some hints to handle them.