What Should You Do When You Think a Customer Is Lying?

Few situations test an agent’s skill quite like the moment they suspect a customer isn’t telling the truth. It can feel uncomfortable, frustrating, and at times even personal. After all, contact centre professionals are trained to help – not to interrogate.Yet this scenario happens more often than many would like to admit. Whether it’s a questionable refund request, an inconsistent story, or a pattern of repeated complaints, agents are regularly faced with situations wher