Customer Experience News & Trends

How to tell that a customer is lying

Liars are often easy to spot, but aren’t so obvious when you just hear them. Here are three signs when someone on the phone is lying.

Listen for these clues that customers aren’t revealing the whole truth:

  • Hard swallows. Liars often swallow more often and louder than someone who is speaking naturally (and truthfully).
  • Scant details. Lies take time to devise, so when people are telling fibs, they might not have their fabled facts all lined up. So they won’t give much detail.
  • Fast talk. Liars usually try to get to what they want quickly, so they’ll talk fast, hoping contact center agents will do the same.

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