Retention & Growth (CSAT/Expansion)
Retention & Growth (CSAT/Expansion)
69 skills for Retention & Growth (CSAT/Expansion).
69 skills tagged with this outcome.
Apology With Remedy
Draft the message for when the desk genuinely failed — specific acknowledgment of what went wrong, a concrete remedy, and one prevention step — without groveling and without admissions beyond the established facts.
Bad Review Response Prep
After a poor CSAT score or negative review, prepare internal talking points plus an external response draft — facts from the ticket record only, zero defensiveness.
Budget Planning Brief
Prep for a client's annual IT budget conversation — hardware refresh forecast, license spend picture, and the project pipeline — assembled from tickets, assets, and roadmap items.
Business Value Summary
Summarize the value delivered to a client this period in business terms — outcomes achieved, time saved, incidents prevented — as the backbone of a client-facing "what you got from us" story.
CEO Service Desk Brief
An owner or CEO asks for a review of the service desk — a business-level readout with trends, risks, and a decision to make, no ticket IDs.
Churn Save Deep Dive
When a client says they want to leave — an unflinching full-history analysis of what went wrong, what we did well, and the honest talking points for a win-back conversation.
Client Health Report
Summarize one client's support health for a period — volume vs the prior period, recurring issues, noisy assets and users, SLA performance, and two or three recommendations. Weekly or ad-hoc.
Client Offboarding
Run a clean client exit — data handover, access revocation on both sides, final billing notes, and the documentation package — as a tracked checklist that protects both parties.
Client Onboarding Runbook
Take a newly signed client from MSA to service-desk readiness — boards and routing, contacts loaded, documentation intake, monitoring confirmed, and welcome communications — as a tracked checklist with tickets.
Client RCA Summary
Draft a client-safe root-cause summary for a resolved issue — what happened, impact, cause, and what prevents recurrence — written defensively. Use for a single-ticket RCA the client asks for, short of a full major-incident letter.
Client Reply
Draft an external client reply in your house voice and format — resolution updates, status notes, closing messages, or any client-facing email on a ticket.
Client Risk Scan
Scan the whole client portfolio for at-risk accounts using four signals — declining sentiment, aging tickets with no response, recurring issues without root-cause fixes, and unresolved high-priority incidents — and rank the top candidates.
Client-Facing Device Report
Produce a sanitized device inventory and health report a client contact can read — counts, health summary, and risks in business language, no internal jargon, no raw tool output. Use for "send <client> a summary of their devices" or QBR fleet slides.
Contract Renewal Routing
Catch contract renewal and expiry notices landing in the service queue and route them to the right owner — retitled to a standard, moved to the sales/AM board, with context attached.
COO Ops Review
An ops leader asks what the team is doing well and not so well — an honest, evidence-backed operations review of the service desk.
CSAT Follow-Up Loop
Close the satisfaction loop after a ticket closes — make sure the CSAT ask went out (native survey or a form link), pull the response back into the ticket as a note, and flag detractors to a lead the same day.
CSAT Trends Report
Someone wants satisfaction scores over time — by client, technician, or ticket category — with honest treatment of response rates, so a 3-response month is never presented like a 300-response month.
Cyber Risk Posture Review
A client's security posture needs reviewing — combine the cyber risk dashboard, identity data, open detections, and incident history into a posture summary with the top ranked risks.
De-escalation Reply
Draft the response to an angry or frustrated client message — acknowledge, own what's ours, commit to a concrete next step with a time — without ever matching their tone.
Delay Apology
Draft an honest acknowledgment that a ticket has taken too long or a commitment slipped — apology without excuses, and a new commitment only if the technician confirms one.
Difficult News Delivery
Draft the message no one wants to send — data loss, an unrecoverable state, a security exposure — factual, empathetic, and pointed at the path forward, under strict defensive-writing rules.
Email Baseline Standard
The base client-email standard other communication skills build on — structure, tone rules, and placeholder discipline for every outbound message. Load when drafting any client email, or when another skill references it.
EOL Product Notice
Draft the client notice that a product or OS they run is reaching end-of-life — verified EOL date, honest risk framing, concrete upgrade paths, and a decision deadline — without fear-selling.
Expansion Opportunity Scan
Mine a client's ticket history for expansion signals — recurring issues that justify a project or upsell, and training gaps that justify a service offering.
Expectation-Setting Acknowledgment
Draft the first-touch acknowledgment on a new ticket — what we understood, how seriously we're treating it, what happens next, and when the client will hear from us.
Health Score Reconciliation
Reconcile a client's own health or satisfaction scores against our ticket reality — where their perception and our data agree, and where they diverge and why.
Identity MFA Health Check
Review a client's identity hygiene — MFA coverage, privileged accounts, and stale accounts — and return ranked findings with remediation recommendations.
Invoice Dispute Investigation
When a client disputes a charge or questions an invoice line and you need to reconstruct the work evidence from tickets and time entries, then draft a factual response.
IT Roadmap Builder
Draft a client IT roadmap from their ticket history plus asset and posture data — what to fix, upgrade, and invest in, organized into investment tiers.
Large File Share Guide
Draft reply-ready instructions for an end user to send a file that's too big for email, using the client's approved method — "the attachment bounced, tell the user how to send this big file."
Liongard Cross-Client Census
Answer "which clients run <system>?" across the whole book of business via Liongard's launchpoint inventory — install-base census for zero-day response, EOL waves, vendor-risk events, and standardization planning.
Liongard QBR Evidence Pack
Assemble QBR-grade posture evidence for one client from multiple Liongard inspectors — identity risks, EOL exposure, cert and domain hygiene, and config drift — as a dated, sourced evidence pack the QBR deck can stand on.
Maintenance Window Notice
Draft a planned-work notice for clients — what's happening, when, expected impact, duration, and the rollback promise — for patching, upgrades, migrations, or scheduled downtime.
Meeting Prep Brief
Rapid pre-meeting brief on a client — open items, recent wins and misses, sentiment, likely topics, and landmines — for "I'm meeting <client> in 30 minutes, prep me."
MFA Setup Guide
Draft reply-ready instructions for an end user to enroll in multi-factor authentication with the client's actual MFA product — "send the user MFA setup steps."
Mobile Mail Setup Guide
Draft reply-ready instructions for an end user to get work email on their phone — Outlook mobile app path first, matched to the client's mobile policy — "send the user steps for email on their phone."
Monthly Security Report
Produce a client's monthly security digest — incident and alert counts by type, notable events, posture trend, and recommendations — ready for the client edition or the internal review.
MSA Change Management
Work through what an agreement change — tier, scope, seats, sites — means operationally: what changes on the desk, who must be notified, and how effective dating is handled.
Multilingual Reply
Draft the client reply in the client's own language — detect it from their messages, write natively in it, and provide an English back-translation so the technician can verify before sending.
New Client 30-Day Review
Friction check on a client's first 30 days — early recurring issues, expectation mismatches, and onboarding gaps — so problems get fixed while the relationship is still forming.
New Computer First Day Guide
Draft reply-ready instructions for an end user receiving a new or replacement computer — what to expect, what to do first, what NOT to do — "send the user their new-machine first-day guide."
Notion QBR Page
Assemble a QBR pre-read for a client as a Notion page — ticket volume vs prior period, top issues, SLA picture, and recommendations, with data views where a database backs them. Use when asked to "prep my QBR in Notion", "build the pre-read for <client>'s business review", or "QBR page for next week".
OneDrive Restore Guide
Draft reply-ready instructions for an end user to recover a deleted file or roll back to a previous version themselves in OneDrive/SharePoint — "send the user steps to restore their file."
Outage Notification
Draft a major-incident or mass-outage client notice — known impact, what we're doing, when the next update comes — without speculating on cause.
Outlook Profile Setup Guide
Draft reply-ready instructions for an end user to add their work account to Outlook on Windows or Mac — "send the user steps to set up Outlook."
Phishing Simulation Program
Plan or coordinate a phishing-awareness simulation campaign for a client — scope, cadence, lure difficulty, a no-shame reporting culture, and keeping the desk's triage from colliding with the simulation.
Post-Churn Autopsy
After a client terminates — reconstruct the causes from ticket evidence, extract the lessons, and identify the early-warning signals we missed so the next departure is caught in time.
Price Increase Letter
Draft the client notice for an agreement price change — value-first framing, a clear effective date, and an honest one-line rationale — gated behind account-manager approval before anything leaves the desk.
QBR & SBR Prep
Prepare an internal brief before a quarterly or strategic business review with a client — volume trends, recurring issues, high-effort work, sentiment, opportunities, a suggested agenda, and the questions the client is likely to ask.
Renewal Prep
Build a pre-renewal readout for a client — service record over the term, open risks, the value story, and prep for the pricing conversation.
Resolution Closing Email
Draft the closure email for a resolved ticket — what was wrong, what we did, how to reopen — built from the ticket's actual evidence, not memory.
Safe File Sharing Guide
Draft reply-ready instructions for an end user to share files the approved way — links over attachments, the right audience setting, external-sharing rules — "tell the user how to share this file properly."
Sales Handoff Routing
When a ticket turns out to be a sales conversation — a purchase ask, renewal, expansion, or pricing question — and it should move to the sales board and the account owner with a clean summary.
Scope Pushback
Draft the reply when a client asks for something outside their agreement — a helpful no that shows the path to yes (quote or agreement change) and loops in the account manager.
Screen Share Help Guide
Draft reply-ready instructions for an end user to start a remote-support screen share with the desk using the client's actual tool — "send the user how to let us connect to their screen."
Security Incident Postmortem
A security incident is resolved and needs a postmortem — build the executive summary, timeline, impact, root cause, and action items from ticket evidence, in defensible language.
Sentiment Closure Report
Closed tickets in a date range bucketed by sentiment score, per client / tech / period, with the driver messages cited so a low score is explainable — not just a number. Runs manually on demand.
Sentiment Decline Watch
Find clients whose sentiment is trending down, show the evidence and the specific conversations driving it, and draft suggested outreach for each.
Sentiment Score Explainer
Explain why a ticket thread received its sentiment score by citing the exact messages that drove it — no hand-waving, no re-scoring.
SOC Client Email Pack
A security event needs its first client outreach — pick the per-threat-type template (leaked credentials, vendor fraud/BEC, inbox rule, lookalike domain), fill it with verified facts only, and present a draft.
Stakeholder Map
Map who matters at a client — contacts organized by role and influence as evidenced in ticket interactions — and where our relationship coverage has gaps.
Teams Meeting Guide
Draft reply-ready instructions for an end user to join and run a Teams meeting — audio/camera checks, screen sharing, recording basics — "send the user steps for their Teams meeting."
Technical to Plain English
Translate a technical resolution, diagnosis, or explanation into language a non-technical stakeholder can understand — "explain this to the office manager," "make this client-friendly."
Three Strikes Final Email
Draft the final "we're closing this ticket" email after three documented contact attempts with no client response — only when the evidence of prior attempts actually exists.
Tickets to Opportunities
When you want to mine recent service tickets for expansion signals — work that became, or should become, a sales opportunity — and get a per-client opportunity report.
vCIO Weekly Proactive
Answer "which three clients should I proactively contact this week and why" — pick the highest-leverage outreach targets from live ticket signals and give a reason and an opener for each.
VIP Priority Handling
Detect VIP contacts and VIP clients at ticket intake, apply the configured priority bump, and fire the desk's notify rules — without letting VIP status distort classification.
Weekly QA Digest
Compile the week's closure-QA failures into a digest with per-technician patterns and concrete training suggestions, ready to email or post to the team channel.
Working From Home Checklist
Draft a reply-ready remote-work setup checklist for an end user — connectivity, VPN, phone, and how to get help — tailored to the client's remote stack; "send the user a work-from-home checklist."
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