Triage is the first client interaction where you gather who, what, where, and when to assess urgency and priority. Get it wrong and you cascade errors through the whole service. It sets the tone for everything that follows.
What is triage? So let's start with a very basic definition of triage. In dramatic foreshadowing, as we go through here, this definition is going to get a little bit more complex. Triage is our first opportunity to deliver an excellent client experience. And if you turn this video off and don't watch anything else, that's the most important takeaway. It's the first touch with the client. It's our first chance. Triage allows us to assess who, what, where, and when for all interactions. We use this information to determine the impact and the urgency, which allows us to select the priority of our response. If we don't get triage right, everything else that happens next may be wrong.
