By Breanna Moreno, CX Architect at Wyllo
Let’s get real for a second: Nobody enters a career in customer experience (CX) because they want to be a private investigator.
We’re here because we love people. We love that “aha!” moment when a product changes a customer’s day. But then, it happens. That one interaction hits your queue that makes your gut sink. The data is screaming one thing (patterned behavior, high-risk flags, verified delivery), but the customer is demanding another.
When I was scaling CX departments, these were the ultimate “gut-check” moments. You want to be the hero who says, “No worries, I’ll take care of it!” But, as someone now working on the tech side of the fence, I’ve seen the numbers. “No worries” is a luxury that, at scale, can become a massive liability for brand growth.
The “100% Rule”
Here’s the hard truth of the CX frontline: You can almost never be 100% sure of the exact circumstances. Did the package actually vanish? Is it a genuine misunderstanding? Or is it a sophisticated attempt to game the system?
Because we can’t be 100% sure, we can’t be accusatory. But we can be rigorous. Managing potential fraud isn’t about pointing fingers; it’s about managing the path to a resolution.
The Strategy: Differentiated Friction
When I see a high-risk situation, especially when tools like Wyllo (formerly NoFraud/Yofi) show me patterns of this behavior across a massive network of other brands, I don’t call the customer a liar. I just change the “Rules of Engagement.”
I stop the “Easy Path” and introduce Necessary Friction. This isn’t a barrier for the honest; it’s a deterrent for the dishonest.
The “Neutral Data” Inquiry: Instead of “We don’t believe you,” try: “The carrier confirmed delivery with a photo and GPS-tag at [Time]. To help us bridge the gap between that confirmation and your experience, do you have any doorbell footage we can include in our investigation?”
The “Accountability” Gate: For high-value claims that don’t add up, I lean into formalizing the process. “Since the delivery was verified, we’re treating this as a theft. Please provide a police report case number so we can initiate a formal investigation with our security team.”
Handling the Heat: When Conversations Get Loud
This is where the “best-in-class” CX pros separate themselves. When you introduce friction, a fraudster’s best defense is often a good offense. They get loud. They get offended. They “threaten” to go to social media.
How do you handle the heat without folding? You align; you don’t defend.
Move to Their Side of the Table: Use empathy as a tool. “I am just as frustrated as you are that this hasn’t gone smoothly. It’s incredibly disappointing when an experience fails, and I want to get to the bottom of this with you.”
Reframe Friction as Professionalism: When they balk at the extra steps, make it about their security. “I understand this is an extra step. However, because we take your account security and our delivery integrity seriously, we have to follow this protocol to ensure we’re solving the root cause.”
The “Power of the Path”: You aren’t saying “No.” You are saying, “I truly value you as a customer. To move this forward, I need X to get to Y.”
The Tech-Forward Edge
One of the reasons I’m so passionate about the tech side now is that tools like Wyllo take the “opinion” out of the escalation.
When you have cross-brand intelligence, you aren’t guessing if someone is upset because they’re stressed or because they’re caught. You have the confidence to stay calm because you have the context. You can advocate for the brand’s health and the consumer’s experience simultaneously.
The Takeaway
Building impactful CX isn’t about being a doormat; it’s about being a guardian of the brand’s resources so you can go above and beyond for the customers who are actually there to grow with you.
We aren’t calling them liars. We’re just raising the bar for the truth.
