The process of prioritizing customers or tasks based on urgency and importance, often used in medical and service industries to manage queues effectively and to ensure there are no emergencies.
In healthcare, triage determines the order in which patients receive treatment based on the severity of their condition. Similarly, in customer service, triage helps allocate resources efficiently, ensuring timely assistance for urgent matters while managing overall workload.
Beyond healthcare, triage principles are applied in customer service environments to manage incoming requests and inquiries. Customer service triage involves classifying issues based on their impact and urgency on customer satisfaction. It ensures that urgent matters receive immediate attention, while less critical issues are addressed in an orderly fashion. By triaging customer needs, businesses optimize service delivery, enhance customer experience, and maintain operational efficiency.