Magic LibraryRetention & Growth (CSAT/Expansion)
Retention & Growth (CSAT/Expansion)
Agents and skills that deliver Retention & Growth (CSAT/Expansion).
Everything tagged with this outcome.
Apology With Remedy
Draft the message when the desk genuinely failed — specific acknowledgment, concrete remedy, and one prevention step, without groveling or overreach.
Bad Review Response Prep
After a poor CSAT score or negative review, prepare internal talking points plus an external response draft — facts only, zero defensiveness.
Budget Planning Brief
Prep a client's annual IT budget conversation — hardware refresh forecast, license spend, and project pipeline — from tickets, assets, and roadmap items.
Business Value Summary
Summarize value delivered to a client this period in business terms — outcomes achieved, time saved, incidents prevented — as a client-facing story spine.
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
Analyze a client's churn intent using full ticket history to surface what went wrong, what worked, and honest talking points for win-back calls.
Client Health Report
Summarize a client's support health for a period — volume trend, recurring issues, noisy assets, SLA performance, and a few concrete recommendations.
Client Offboarding
Run a clean client exit checklist covering data handover, mutual access revocation, final billing notes, and the documentation package for both parties.
Client Onboarding Runbook
Take a newly signed client from MSA to service-desk readiness: boards, routing, contacts, docs intake, monitoring, and welcome comms as tracked tickets.
Client RCA Summary
Draft a client-safe root-cause summary for a resolved issue — what happened, impact, cause, and prevention — written defensively for one ticket.
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 client portfolio for at-risk accounts using declining sentiment, aging tickets, recurring issues, and unresolved high-priority incidents; ranked.
Client-Facing Device Report
Produce a sanitized device inventory and health report a client contact can read — counts, health, risks in plain business language, no raw tool output.
Contract Renewal Routing
Catch renewal and expiry notices in the service queue and route them to the right sales or account manager, retitled and moved 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 CSAT loop after ticket closure: confirm the survey went out, pull the response into the ticket as a note, and flag detractors to a lead.
CSAT Trends Report
Track CSAT scores over time by client, technician, or ticket category with honest treatment of response rates so a 3-response month isn't shown as 300.
Cyber Risk Posture Review
Review a client's security posture using the cyber risk dashboard, identity data, open detections, and incident history, ranking the top risks.
De-escalation Reply
Draft the response to an angry client message — acknowledge, own what's ours, commit to a concrete next step with a time, without matching their tone.
Delay Apology
Draft an honest acknowledgment that a ticket has taken too long or a commitment slipped — apology without excuses, new commitment only if confirmed.
Difficult News Delivery
Draft the message no one wants to send — data loss, unrecoverable state, security exposure — factual, empathetic, and pointed at the path forward.
Email Baseline Standard
The base client-email standard other communication skills build on — structure, tone rules, and placeholder discipline for every outbound message.
EOL Product Notice
Draft the client notice that a product or OS is reaching end-of-life — verified EOL date, honest risk framing, upgrade paths, decision deadline.
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, next steps, and when the client hears back.
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 an invoice line, reconstruct the work evidence from tickets and time entries, then draft a factual response backed by the record.
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 too big for email using the client's approved method — attachment bounced, big file.
Liongard Cross-Client Census
Answer "which clients run <system>?" across the book via Liongard launchpoint inventory: install-base census for zero-days, EOL waves, vendor risk.
Liongard QBR Evidence Pack
Assemble QBR-grade posture evidence for one client from Liongard inspectors: identity risk, EOL exposure, cert/domain hygiene, and config drift.
Maintenance Window Notice
Draft a planned-work client notice — what's happening, when, expected impact, duration, and rollback promise — for patching, upgrades, or migrations.
Meeting Prep Brief
Rapid pre-meeting brief on a client — open items, recent wins and misses, sentiment, likely topics, and landmines — for meetings starting in 30 minutes.
MFA Setup Guide
Draft reply-ready instructions for an end user to enroll in multi-factor authentication using the client's actual MFA product for account sign-in.
Mobile Mail Setup Guide
Draft reply-ready instructions for an end user to get work email on their phone — Outlook mobile app first, matched to the client's mobile policy.
Monthly Security Report
Produce a client's monthly security digest: incident and alert counts, notable events, posture trend, and recommendations for client or internal review.
MSA Change Management
Work through what an MSA change in tier, scope, seats, or sites means operationally: desk updates, notifications, 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, and provide an English back-translation to verify.
New Client 30-Day Review
Friction check on a new client's first 30 days — early recurring issues, expectation mismatches, and onboarding gaps — fixed while the relationship forms.
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, and what NOT to do.
Notion QBR Page
Assemble a client QBR pre-read as a Notion page — ticket volume vs prior period, top issues, SLA picture, and recommendations with data views.
OneDrive Restore Guide
Draft reply-ready instructions for an end user to recover a deleted file or roll back a previous version themselves in OneDrive or SharePoint.
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 a client phishing-awareness simulation: scope, cadence, lure difficulty, a no-shame reporting culture, and desk triage that doesn't collide.
Post-Churn Autopsy
After a client terminates, reconstruct causes from ticket evidence, extract lessons, and identify early-warning signals so the next churn is caught early.
Price Increase Letter
Draft the client notice for an agreement price change — value-first framing, effective date, honest rationale — gated behind account-manager approval.
QBR & SBR Prep
Prepare an internal brief before a quarterly or strategic business review — trends, recurring issues, sentiment, opportunities, agenda, likely questions.
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, right audience, external-sharing rules.
Sales Handoff Routing
Move a service ticket that turns out to be a sales conversation, a purchase, renewal, expansion, or pricing question, to the sales board and account owner.
Scope Pushback
Draft the reply when a client requests something outside their agreement — a helpful no showing the path to yes (quote or agreement change) with AM loop.
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 remote tool.
Security Incident Postmortem
Build a security incident postmortem: executive summary, timeline, impact, root cause, and action items drawn from ticket evidence in defensible language.
Sentiment Closure Report
Bucket closed tickets by sentiment score per client, tech, or period, with driver messages cited so a low score is explainable, not just a number.
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
Pick the right client-outreach template for a security event (leaked credentials, BEC, inbox rule, lookalike domain) and draft with verified facts only.
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 and camera checks, screen sharing, recording basics.
Technical to Plain English
Translate a technical resolution, diagnosis, or explanation into language a non-technical stakeholder can understand — "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 evidence exists.
Tickets to Opportunities
Mine recent service tickets for expansion signals, surfacing work that became or should become a sales opportunity, in a per-client opportunity report.
vCIO Weekly Proactive
Pick the three highest-leverage clients to proactively contact this week from live ticket signals, with a reason and a suggested opener for each outreach.
VIP Priority Handling
Detect VIP contacts and VIP clients at ticket intake, apply the configured priority bump, and fire notify rules without letting VIP status skew triage.
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 stack.
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