Imagine this: A frustrated parent storms up to your childcare centre’s front desk, demanding to know why their child’s favourite teacher left. Or a Library patron asks why their reserved book still hasn’t arrived after a week. Your staff member freezes. Then, they utter the three deadliest words in customer service:
“I don’t know.”
Cue the eye rolls, the sighs, and the slow erosion of trust.
In customer service, “I don’t know” isn’t just unhelpful, it’s a customer service crime. It tells the customer, “I’m not invested in solving your problem.” And in places like childcare centres and libraries, where emotions run high (hello, overdue fines and separation anxiety), that’s a fast track to unhappy patrons and bad reviews. But don’t worry, there’s a better way. Let’s break down why this phrase fails and what your team should say instead to keep customers happy and loyal.
Why “I Don’t Know” Is a Customer Service Fail
1. It Kills Confidence
When a parent or patron asks a question, they’re looking for reassurance. If your staff shrugs and says, “I don’t know”, it makes your whole business seem disorganised or uncaring.
Example:
“I don’t know why your child’s artwork wasn’t sent home.”
“Let me check with the teacher and get back to you by the end of the day.”
2. It Ends the Conversation (Instead of Solving the Problem)
“I don’t know” is a conversation killer. It puts the burden back on the customer to figure things out themselves, which is the opposite of good service.
Example:
“I don’t know when the new books are arriving.”
“Our next shipment is due Friday, would you like me to put a hold on one for you?”
3. It Makes You Look Unprepared
In childcare and libraries, parents and patrons expect staff to be knowledgeable. If your team constantly says “I don’t know,” it suggests they haven’t been trained properly, which reflects badly on your entire business.
What to Say Instead (The Customer Service Magic Words)
The key is to never leave the customer hanging. Even if you don’t have the answer immediately, you can still reassure, redirect, and resolve.
1. “Let Me Find Out for You.”Â
This shows initiative and reassures the customer that you’ll take responsibility.
Childcare: “So I can ensure I am giving you the correct information on the sunscreen policy, let me check with the director and get back to you.”
Library: “I don’t have the answer right now, but I’ll call our supplier and update you within an hour.”
2. “Great Question! Here’s What I Can Tell You.”Â
Acknowledge their concern, then pivot to helpful information, even if it’s not the full answer.
Childcare: Great question! While I don’t have the full schedule, I can confirm that music class is every Wednesday at 10 AM.”
Library: “That’s a great question! Our system shows your book should arrive by Friday. Would you like me to call you as soon as it’s in?”
3. “I’ll Connect You with Someone Who Can Help.”Â
Sometimes in customer service, there will be occasions where you really don’t know the answer. If this happens, pass the baton smoothly instead of leaving the customer stranded.
Childcare: “I’m not the best person to answer that, but let me bring over our enrolment coordinator, she’ll have all the details.”
Library: “Our IT specialist handles website issues, let me get her on the phone for you right now.”
4. “What I Can Do Is…” (Offer an Alternative Solution)
Even if you can’t give the exact answer they want, offer the next best thing.
Childcare: “I don’t have the allergy list handy, but I can double-check with the kitchen and call you before lunchtime.”
Library: “That book isn’t available yet, but I can recommend two similar titles you might love!”
Training Your Team to Avoid the “I Don’t Know” Trap
The best childcare centres and libraries train their staff to think like problem-solvers, not gatekeepers. Here’s how:
- Role-play common scenarios so staff practice confident responses.
- Create a cheat sheet of FAQs and approved replies.
- Encourage a “find the answer” mindset. Train staff to say, “I’ll get that info for you.” instead of shutting down.
Upgrade Your Team’s Customer Service Today
If your staff still relies on “I don’t know” too often, it’s time for a customer service upgrade. At Sparkle Training, we specialise in tailored customer service excellence programs for childcare centres and libraries.
We’ll help your team:
- Turn frustrated parents into loyal fans
- Handle tricky patron questions with confidence
- Build a reputation for outstanding service
Contact us today to book a training session that’s engaging, practical, and designed just for your team!
Email: info@sparkletraining.com
Call: 1300 611 288
Visit: www.sparkletraining.com.au
Because “I don’t know” should never be your team’s final answer.
Author – Garret Norris – https://www.linkedin.com/in/garretnorris/