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How would you react if a customer was lying to you, to gain a refund or free product?

6 Answer Examples

By: Rachelle Enns

How to Answer

If you are in the customer service realm, you have likely heard it all! Although most people are lovely, you will come across the odd customer who seems to want to make your life miserable or take advantage of you and the company for which you work. Without turning the conversation to a negative, hypothetically discuss what you would do if a customer were lying.

Professional Answer Examples
General
Answer example

"I believe that people are innately good and most customers would not lie to gain something for free. With that said, if I did catch a customer lying to me, I would ask questions in a way that let on I was aware of their strategy, without telling them outright that I was aware of the lie."

Admin
Answer example

"It is important to me that I have a good working relationship with my customers. If they were lying to me, I would bring it up in a tactful way. I would let them know that a good working relationship is important and valuable."

Manager
Answer example

"I have been through it all with my customers over the years and have learned that it's important to let things go unless they are going to hurt your company, reputation, or the client. If a customer will lie to me to get a discount, or if they found a loophole, I would work around that specific situation with them but would also try not to give the situation more energy than it was worth."

Marketing
Answer example

"For a project to run smoothly, it's important that we are always clear and transparent with our clients. I ask them the same of my clients in return. If they are lying to me, I do let them know that it will not do us any favors when it comes to the end product."

Retail
Answer example

"I have been raised to believe that honesty is the most important virtue one can have. For that reason, I would hope that my customers would be as honest with me as I am with them. But, you cannot control how other people behave. If the situation were serious, I would bring it up with my manager and allow them to take action if required."

Sales
Answer example

"Customers will often inflate numbers or other facts to get what they want. In sales, you see a lot of odd behavior. I do not let it bother me unless they are trying to run a detrimental scam, for instance. Otherwise, I am sure to take notes in our CRM, so my team is aware of the customers' past behavior."

Written by:

Rachelle Enns
Rachelle Enns is an executive head-hunter and job search expert. Utilized by top executives from Fortune 100 & 500 companies like Fitbit, Microsoft, General Electric, Nestle, and more, she helps professionals position themselves in a competitive marketplace. Rachelle founded Renovate My Resume, a company that focuses on helping job seekers get their edge back. Renovate My Resume creates stand-out resumes, cover letters, LinkedIn profiles and professional summaries for new grads, all the way to corporate executives. Rachelle spends much of her time training career coaches, recruiters, and resume writers. She also holds interview workshops for students and interns, globally. For great tips and tricks, follow Rachelle on Instagram @_rachelle_e or @renovatemyresume.
Published: 08/17/2018
*Specific career answer examples vary on published date
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