Stay calm, no matter how upset the client gets Even if a client is screaming at you down the phone or making a scene in the office, you’ve got to remain cool, calm and collected. If you stoop to their level of hostility, you put your reputation on the line and could escalate the situation. You will get your point across much clearer with a calm voice and demeanor. This can be really challenging to do in heated situations. Take a couple of deep breaths before responding to these types of clients