What should I do if I'm asked a question during a training session and don't know the answer?

People come up with some excellent questions and comments asking for an opinion for which you have no easy answer. Sometimes you just don’t know. Sometimes, it’s possible to find the answer if you had the time to research. Or sometimes, the answer is complex and might depend.

Don’t try to provide answers if you don’t know the answer. It’s fine not to know. It’s NOT fine to try to fake your way through it, because they WILL know, and you’ll destroy any credibility you have.

One option you have is to say: “I’m not sure”, or “I haven’t really thought about that, but it’s a good question”, and then throw it back to the group: “What do others think?

Remember that your group may have over a hundred years of collective experience dealing with customers, and may have suggestions or solutions you (and I) wouldn’t know or consider.

Note: This is from our Leader's Manual For Defusing Difficult and Angry Customers

About Company

Bacal & Associates is a small training, consulting and publishing company specializing in customer service, communication, performance management, and other management challenges.

Privacy Policy

Our Related Sites

It Takes A Village To Teach A Child
For teachers, educational administrators and parents.

All About The Workplace
Our main site with over 400 articles on life in the workplace.

Improving Customer Service
Dedicated to improving customer service, and customer service strategies for business

Small Business Resource Center
For all things related to small business owners and those considering starting a small business


We believe in a lean, information packed user experience. We limit the use of graphics and stress quality content. We also believe in a NO HYPE environment. Our product and service descriptions are free of overblown claims, and selling.

Get in Touch

  • Phone:
    (613) 764-0241
  • Email:
  • Address:
    722 St. Isidore Rd.
    Casselman, Ontario, Canada
  • K0A 1M0