When Customer Complaints Are Disingenuous: Recognizing Manipulative Tactics
In the world of customer service, handling complaints with empathy and professionalism is a cornerstone of success. However, not all complaints are genuine. Some customers employ disingenuous tactics to manipulate a situation, seeking alternative solutions or undue compensation. These strategies are often designed to pit one representative against another—a classic “Mom vs. Dad” scenario—to get what they want. Recognizing and managing such complaints is crucial for maintaining fairness and professionalism. New York Times bestselling author Jay Baer in his book 'Hug Your Haters' says that "one of the most difficult elements of modern customer service, however, is discerning whether a consumer is using an onstage channel after being genuinely mishandled in an offstage channel, or whether he just wasn’t happy with the answer he received on the phone or in an e-mail. Is he aggrieved, or just trying to play Mom against Dad? For this reason, unifying online and offline customer service databases is critical"
Here are some common ways customers use manipulative complaints and tips for handling them effectively.
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1. Escalation Tactics: Playing Mom Against Dad
Some customers escalate their complaint to a different agent or manager, hoping for a more favorable outcome. They may allege poor service or rudeness from the previous agent to pressure the next person into complying with their demands.
Example:
After being denied a refund, a customer might say, “The last agent was so rude! I hope you can do better.”
How to Handle:
Stick to company policies and review the previous interaction notes. Consistent communication among team members helps prevent such manipulation.
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2. Emotional Manipulation
Exaggerating emotional distress, such as anger or sadness, can be a tactic to appeal to an agent’s empathy.
Example:
“Your company ruined my entire day!”—used to push for quicker resolution or compensation over a minor issue.
How to Handle:
Acknowledge their feelings but remain focused on resolving the actual problem without overcompensating.
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3. Misrepresentation of Facts
Some customers may present distorted or false details to gain leverage.
Example:
“I was promised a 50% discount, but now you’re charging me full price!” when no such promise was made.
How to Handle:
Politely request supporting evidence, such as emails or receipts, and clarify the actual terms of service.
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4. Feigned Ignorance or Confusion
Pretending not to understand terms and policies is another common tactic.
Example:
“I never saw the no-refund policy,” despite it being clearly displayed at the point of purchase.
How to Handle:
Politely refer to the relevant policy and explain it in simple terms to avoid further confusion.
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5. Manufactured Urgency
Creating a false sense of urgency can pressure agents into quick decisions.
Example:
“I’m catching a flight in an hour, and I need this fixed now, or I’ll never use your service again!”
How to Handle:
Stay calm and prioritize according to the situation’s actual urgency. Avoid letting artificial deadlines influence your decision-making.
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6. Social Media Threats
Customers may threaten to escalate their complaint to social media or public forums without genuine cause.
Example:
“If you don’t fix this, I’ll post about it on Twitter and ruin your reputation!”
How to Handle:
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Maintain professionalism and reiterate your willingness to resolve the issue within company guidelines. Escalate the matter internally if needed.
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7. Claiming Invisible Damages
Invisible or unprovable losses are a common way to seek compensation.
Example:
“Your delay caused me to lose a major business deal,” without any supporting evidence.
How to Handle:
Empathize with their situation but explain the limits of what can be compensated based on the company’s policies.
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8. Exploiting Policy Loopholes
Some customers repeatedly take advantage of lenient company policies.
Example:
Frequently returning used items under a “no questions asked” policy.
How to Handle:
Identify patterns of abuse and escalate repeat offenders to management for review.
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9. Comparing Agents to Each Other
Setting one agent against another is a tactic to create internal discord and gain a favorable outcome.
Example:
“The last person I spoke to said I’d get a refund, but now you’re refusing!”
How to Handle:
Cross-check previous interactions and ensure consistency in responses across the team.
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10. Overstating Loyalty
Claiming exaggerated loyalty to pressure the company into accommodating their demands.
Example:
“I’ve been your customer for 10 years, and this is how you treat me?”
How to Handle:
Acknowledge their loyalty while sticking to company policies and procedures.
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11. Playing the Victim
Exaggerating the impact of a minor issue can be a ploy to gain sympathy and compensation.
Example:
“Your late delivery ruined my child’s birthday party!” over a delay of a few minutes.
How to Handle:
Empathize with their frustration but focus on resolving the issue without yielding to excessive demands.
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How to Handle Disingenuous Complaints
To manage such scenarios effectively:
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Conclusion
Not all customer complaints are rooted in genuine dissatisfaction. Some are attempts to manipulate the system for personal gain. By recognizing these tactics and responding professionally, businesses can protect their integrity while still delivering excellent customer service. Empower your team with training, clear communication protocols, and consistent policies to handle these challenges effectively.