Member and Client Conversations

By the end

What you'll build

• Answer a first enquiry within one working day, warmly and without over-promising
• Ask discovery questions that uncover the real goal underneath the stated one
• State clearly what a programme will do and what it will not do
• Say no, or say 'this is not right for you', without damaging the relationship
• Re-engage a member who has fallen behind without shaming them
• Handle a refund request calmly and inside policy
• Recognise the moments where you must escalate instead of improvising
• Write a short follow-up message that a busy person will actually read

Curriculum

What's inside

5 modules · 24 lessons

1. 01

   The Ground Rules: Honesty Before Persuasion

   4 lessons
   • Why Honesty Is the Easier Conversation
   • What We Can Promise, and What We Never Promise
   • Promise or Over-Promise?quiz
   • Practice: Rewrite Three Over-Promiseswriting lab
2. 02

   The First Enquiry

   5 lessons
   • The First Ninety Seconds
   • A First Reply You Can Reuse
   • Opening Linesfill blank
   • Practice: Answer a Cold Enquiry Out Loudspeaking lab
   • Practice: Write Your First Replywriting lab
3. 03

   Discovery: Finding the Real Goal

   5 lessons
   • The Stated Goal and the Real Goal
   • Nine Discovery Questions and When to Use Them
   • Discovery Question Deckflashcard sr
   • Find the Real Goalquiz
   • Practice: Run a Three-Question Discoveryspeaking lab
4. 04

   Setting Expectations You Can Meet

   4 lessons
   • Say What It Does. Say What It Does Not.
   • Saying No, and Saying It Well
   • Expectation Sentencesfill blank
   • Practice: Write the Expectations Paragraphwriting lab
5. 05

   After the Conversation: Follow-Up, Trouble, and Escalation

   6 lessons
   • The Follow-Up That Keeps Someone Going
   • When a Member Has Fallen Behind
   • When a Member Asks for a Refund
   • When to Escalate Instead of Improvising
   • Practice: Handle the Refund Call Out Loudspeaking lab
   • + 1 more lesson

The shape of it

How this course works