When we think about childcare, the first thing that comes to mind is the care and well-being of children. But there’s another side to this profession that’s equally important: customer service. Yes, in a childcare setting, customer service isn’t just a nice-to-have—it’s essential! Parents trust you with their most precious little ones, and delivering exceptional service ensures they feel confident and supported.
Most parents and caregivers will say customer service is a key factor in their loyalty to a centre, parents aren’t just choosing a service—they’re choosing a partnership, and great customer service builds that relationship. Here are five customer service skills every childcare worker should master to build trust, strengthen relationships, and create an exceptional experience for both parents and children.
1. Active Listening
Have you ever had a conversation where you could tell the other person wasn’t really listening? Frustrating, right? Now imagine how a parent feels if they try to voice a concern or ask a question and aren’t heard. Active listening is more than just hearing words. It’s about truly understanding what the other person is saying. In childcare, this means listening carefully to parents’ concerns, feedback, or requests, and responding thoughtfully.
A survey by HubSpot revealed that 69% of customers believe that listening is the most important element of good customer service. Childcare workers who actively listen build stronger relationships with parents and show that they truly care.
When speaking with parents:
• Make eye contact
• Nod to show understanding
• Repeat back key points to confirm you’ve understood them correctly
2. Empathy
Empathy is the ability to put yourself in someone else’s shoes. And in childcare, this is a must-have skill! Parents are often anxious or worried about their little ones, especially if it’s their first time leaving them in someone else’s care. A childcare worker who can empathise with these emotions is invaluable.
By acknowledging parent’s feelings—whether they’re excited, nervous, or concerned—childcare workers can create a comforting and supportive environment.
For example, if a parent is expressing worry, start by validating their feelings: “I understand how you feel. It’s completely normal to be concerned, and I’ll make sure your child has a great day.”
3. Clear Communication
Communication is the cornerstone of any relationship, especially in childcare. Parents want to be informed about their child’s day, from the fun moments to any concerns. Clear and consistent communication helps them feel involved and reassured that their child is in good hands. Parents appreciate when kept in the loop about everything from daily schedules to important updates like illness or behavioural concerns.
• Use simple, straightforward language when communicating with parents.
• Tools like daily reports, apps, or even a quick chat during pick-up can keep communication flowing smoothly
4. Patience
Working with children and their parents requires an enormous amount of patience. Some days, a child may be extra fussy, or a parent might have a lot of questions about their child’s behaviour. Staying calm and composed in these moments is key to providing excellent customer service.
When childcare workers exhibit patience, it shows parents that they care about their concerns and are dedicated to providing solutions, not rushing them off.
When faced with a challenging situation, take a deep breath before responding. Sometimes, allowing yourself a moment to gather your thoughts helps you approach the situation with more patience.
5. Problem-Solving
Inevitably, issues will arise in childcare—whether it’s an unexpected change in a child’s behaviour, a scheduling conflict, or a parent’s concern about their child’s progress. The ability to address and solve these problems quickly and efficiently is a vital skill.
Majority of customers are likely to leave a business after just one poor service experience. So, when parents encounter problems, it’s important that childcare workers are ready to find solutions in a calm, effective way.
If a problem arises, listen to the parent’s concern, empathise with their situation, and offer a practical solution. Even if you can’t solve it immediately, reassure the parent that you’re on it and will follow up.
Great customer service is about creating a trusting, supportive, and welcoming environment for both children and their parents. When childcare workers master these five skills—active listening, empathy, clear communication, patience, and problem-solving—they set the stage for a successful, thriving childcare centre. Keep in mind that when parents feel confident in your care, they’re more likely to stay loyal, spread the word, and become advocates for your centre. After all, parents want the best for their children, and showing them you care about their experience is just as important as caring for their little ones. So, start building those skills, and watch your centre sparkle!
Contact Sparkle Training today to discuss our tailored Childcare Customer Service Training Programs.
Call 1300 611 288 or email info@sparkletraining.com.au