‘Learned Helplessness Is Frustrating’: Customer Service Tips to Google First Before Calling for Help

Empowering Customers: A TikTok Trend in Customer Service

In the digital age, it’s commonplace to perform a quick search on Google for answers before reaching out to customer service. However, many individuals still struggle to utilize available resources. A recent TikTok video highlights this phenomenon, as a customer service representative shares their unique approach to guiding customers to find answers independently.

The TikTok Strategy Explained

The TikTok user known as @chckpeass frequently receives calls from customers asking very simplistic questions—questions that could easily be resolved with a quick online search. In an effort to encourage self-sufficiency, @chckpeass employs a tactic that involves putting callers on hold or pretending to disconnect. This method aims to motivate customers to seek the information for themselves.

A Lesson in Self-Reliance

In one skit, @chckpeass receives a call about the distance from a restaurant to Los Angeles International Airport (LAX). This information is readily available via Google Maps, yet the caller expected direct assistance. By encouraging the customer to use Google to answer their own question, @chckpeass effectively demonstrated the practicality of online resources. You can watch this enlightening video below:

@chckpeass
?? ? #servertok #customerserviceproblems #foodservice

♬ original sound – ˚ʚ Q ɞ˚

Customer Reactions: A Mixed Bag

The feedback from fellow TikTok users was varied, with many expressing frustration at the lack of initiative shown by some customers. Comments like “Learned helplessness is so frustrating” echoed a shared sentiment about those who default to customer support for answers that could be quickly found online. Conversely, some praised the “Google it” approach as an admirable and effective form of customer service.

The Psychology of Help-Seeking

This customer service representative’s approach may serve as a wake-up call for individuals accustomed to seeking instant assistance without first employing the available tools. The concept of “learned helplessness”comes into play here; by fostering a little embarrassment, customers might begin to think critically before contacting support. Promoting self-service can lead to a more empowered and informed customer base.

A Gentle Approach to Guidance

One insightful comment compared @chckpeass’s method to “gentle parenting” —offering calmness and direction rather than frustration in the face of simple queries. This approach not only provides answers but also instills a sense of responsibility among customers to seek information independently.

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