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10 Cards in this Set
- Front
- Back
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Not every customer Lies Group 1 |
When talking to people it can become quite evident that they are lying For whatever reason, the CSR can gain much more information if they treat the customer with respect and empathy. Group 1 |
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Investigations / Interview situations Group 1 |
When you believe the person you are talking to is lying, try changing the subject quickly.
A liar will follow along willingly and become more relaxed when you change the subject Group 1 |
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Body Language Group 1 |
Watching someone’s eyes while they are talking to you can be yet another tell tale sign. The whole conversation bar one fact may be truthful but when they start to lie they will not look you in the eyes. Group 1 |
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Honestly, would I lie? Group 1 |
Some of the things that people will preface a lie with to make it sound believable:
Honestly! ´Would I lie to you? ´To be perfectly honest! ´As God is my witness! ´Swear on my kids life! Group 1 |
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Constant fidgeting: Body language Group 1 |
Cleaning their glasses excessively Dusting off the table in front of them Rubbing the side of their nose Pulling on their ear lobe Group 1 |
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Examples in the Animal Care world Group 1 |
Customer enters the animal shelter with a dog: “Hello, I have just found this dog running around the parking lot at Centennial Mall.”
The dog has a leash on, if it were stray most dogs would be wearing a collar but not a leash. Group 1 |
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Clues customer may be lying Group 1 |
Try stating: “wow, so lucky the dog was wearing a leash, must have been a great help for you catch him.”
Or: “that was lucky that you had a leash in your car so that you could grab him.” i.e. “Oh that is his regular leash.” Group 1 |
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Possible Reasons Group 1 |
Perhaps they are moving and cannot take the dog with them The dog has bitten a family member and they cannot afford the quarantine fee or the fines. Dog is sick and they cannot afford the vet bill. Group 1 |
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Assuming: Only makes an ass out of you and me Group 1 |
The shelter wouldn’t waste time or money looking for the owner Shelter worker will be able to get history of the dog, it’s likes and dislikes, for re homing purposes. If the dog was sick or injured then money could be saved by not repeating or performing medical tests. Group 1 |
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Memory: How long does it take them to answer or explain something? Group 1 |
If you ask someone and they have an answer that seems totally rehearsed without even a pause and offer lots of then it really is a giveaway. When people know that they are going to be asked where they were, or what they did for a certain timeline they rehearse an excuse and then just spurt it out when asked. Group 1 |
