“In situations like these, understanding the other’s perspective can help defuse things. The callers clearly felt wronged and thought they were helping by reporting the driver. Disagreeing upfront only made things worse, so hearing them out and showing you understand their viewpoint first might help build trust and make them more receptive to your response,” she advises. “That said, the callers were extremely aggressive and rude.
“When employees consistently communicate and apply policies in a fair and transparent manner, it reduces any incentive for customers to stretch the truth. Training that emphasizes empathy, clarity, and consistency enables employees to foster genuine relationships, making customers more inclined to act honestly and openly.”
Meanwhile, Popovich highlights the importance of providing customers with accurate information. “Employees need to ensure that consumers can purchase the correct product so the company does not lose potential sales. Listening to consumer needs and making them feel valued will help establish trust and honesty between both parties.
She concludes the topic by saying, “The bottom line is that consumers are more likely to lie when they feel they can’t trust the company they are dealing with. So companies must focus on establishing honest relationships with their consumers and consistently train their employees to support this goal. Consumers want to feel valued and respected by the companies they are doing business with. Improving customer service should be a top priority for companies who want to decrease consumer fraud.