Customers have a more intense reaction to customer service when they lie, new research conducted by the University of Sydney Business School indicates.
People who lie and are rewarded feel happier than those who tell the truth. Conversely, those who are caught out have a more intense negative reaction than more honest consumers.
“When people lie, they’re so preoccupied with telling the lie and not revealing the truth that they aren’t able to monitor cues from the listener, which are important for updating expectations about the likely outcome of the conversation. This means that they are more surprised by the outcome and so have a stronger reaction to it,” says Dr Christina Anthony.
The research provides interesting queries as to how businesses should train their staff to deal with deceptive customers.
“Because a successful lie may boost satisfaction with a transaction, it may be wise in some instances to turn a blind eye if the company doesn’t have too much to lose financially” says Dr. Anthony. “If marketers are overly cautious of dishonest consumers, they also run the risk of wrongly accusing and alienating people who are telling the truth.”
Read more at University of Sydney