You fixed the problem. Great. Now what? This session walks techs through a 7-minute post-incident call and a 3-line summary email that turns one-off firefighting into repeatable trust and pipeline signals. I’ll show exact wording, timing, where to record, and how to log the outcomes so your ticketing system stops being a tombstone and becomes a referral engine.

Takeaways:

A 7-minute post-incident script (phrases, tone, permission language).

A 3-line email template to send within 10 minutes that prevents “he said / she said.”

Tooling + consent checklist for call recording and automatic notes into your PSA.

A one-page rubric to grade the call for expansion opportunities (LTV signal capture).

For: frontline techs, CS engineers, and junior admins who own tickets and client touch.
Why it fits: actionable, low-stress, directly increases perceived competence and client stickiness.