CPD Accreditation detail

Professional Body: IOBSA

CPD hour allocation: CPD Hours (online learning): 2 CPD hours    

CPD registration number: IOB240

Course description:

Dealing with upset clients can be overwhelming, but it’s an essential skill in client service. When emotions run high, it’s easy to feel flustered, but understanding why clients get upset, and how to respond effectively, can turn a negative situation into a positive experience.

In this course, you’ll learn why clients become emotional, how to de-escalate tense situations, and when to set boundaries to protect yourself from abusive behaviour. You’ll gain practical strategies for delivering effective apologies, creating solutions, and maintaining professionalism under pressure.

The following topics will be covered in this course:

• Why Clients Get Upset – Common reasons behind frustration and how to recognise client emotions.
• The Power of an Effective Apology – Key elements of a sincere apology that rebuild trust.
• Defusing the Situation – Strategies to calm emotional clients and regain control of the conversation.
• Action Plans for Resolution – Steps to turn a difficult interaction into a positive outcome.
• When Clients Cross the Line – Identifying and handling abusive or unreasonable behaviour.
• Protecting Your Well-Being – Techniques for staying calm, confident, and professional in high-stress situations.

By the end of this course, you’ll be equipped with the skills to handle upset clients with confidence, de-escalate tense situations, and protect your own well-being while delivering excellent service.