How to Talk to Customers Who’ve Been Scammed
How to Talk to Customers Who’ve Been Scammed
When a customer walks through your doors, or calls your line frantic, embarrassed, and shaken after being scammed, how you respond can shape their path to recovery. In the financial services and fraud prevention world, we often focus on detection, monitoring, and controls. But what about compassion? What about the critical moment where a customer needs not just a solution, but support?
As financial professionals, we must understand that a scam is not just a financial crime, it’s a deeply personal violation. Behind the suspicious transactions and red flags are people experiencing confusion, grief, anger, and shame. Many feel responsible for “falling for it” even though scams are increasingly sophisticated and manipulative.
So how should we talk to these customers? It starts with dropping judgment and focusing on empathy.
Let them speak without interruption. Don’t rush to explain what went wrong. They may repeat themselves. They may cry. They may be angry; at themselves, the scammer, or the bank. Let them express it.
Try:
“I’m so sorry this happened to you. You’re not alone, and I’m here to help.”
It’s tempting to say, “You should have known” or “You shouldn’t click on links like that.” These phrases, even if well intentioned, come across as judgment. Even asking “Why did you do that?” can make a victim feel foolish.
Say this instead:
“These scams are incredibly convincing. A lot of people have been caught out, they’re designed to manipulate and pressure you.”
Scam victims often feel overwhelmed and mentally foggy. Use simple, plain language. Avoid jargon like “phishing” or “BEC scam” unless you explain what it means.
Break down:
What happened (in terms they can understand)
What you can and can’t do as their institution
What steps they should take next
After a scam, many victims feel a loss of control. Helping them take back some power is key; whether that’s reporting to Scamwatch, freezing a card, or changing passwords.
Offer specific, achievable actions:
“I’m going to help you report this to our fraud team right now."
“Would you like me to walk you through how to set up two-factor authentication?”
The fraud event may be over, but the emotional aftermath lingers. If your role allows, consider checking in a week later. Even an automated message with scam recovery tips or support resources shows care.
Fraud and customer care teams should be trained not only in technical response but also in trauma informed communication. Scams are not just technical failures, they’re emotional wounds.
Scam victims aren’t gullible. They’re people - often smart, independent, savvy - who’ve been caught in a perfect storm of pressure, deception, and trust.
Our job is not just to block the next fraudulent transaction. It's to stand beside the customer when they feel most alone. In doing so, we uphold not just our regulatory obligations, but our humanity.