Wes SpencerCo-Founder, Empath · Co-Founder of Empath | Recovering Cybersecurity Guy| Keynote Speaker | 2020 Cyber Educator of the Year | Building the MSP Workforce Operating System

Why Triage is So Important #MSP #ManagedServices #ManagedIT #LeadershipInsights #ServiceDelivery

5 Sept 2024 · 1 min

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When clients call with IT problems, they're stressed and need empathy first. A calm, organized triage process creates such a strong first impression that people forgive later mistakes, reducing complaints and improving how they perceive your service.

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And that's why triage is so important to you, service leaders. So important to you. Because when your clients call in, they're in the most pain. They want to be heard. They want to be felt. They want to be seen. They want empathy. And they want to know that you have a calm, cool, collected process. And if you give them that at triage, you can make so many mistakes later. They will overlook because of how well they were treated the first time.