The process of determining a customer's need and routing the customer to the appropriate support group is known as ____.
A)escalation
B)triage
C)routing
D)transferring

Question

Quizplus · Accepted Answer

Triage is the correct term for the process of determining a customer's need and then directing them to the appropriate support group. This term is borrowed from medical practice, where it refers to the process of prioritizing patient care based on the severity of their condition. In customer support, it involves assessing the nature of the customer's issue and deciding the best team or individual to handle it.

The Process of Determining a Customer's Need and Routing the Customer