Networking

Adopt this flowchart to simplify triage

This IT Consultant Client Triage Decision Tree will help you get through customers' panicky calls when emergencies arise.

IT consultants often serve as first responders to stressful technological crises. When multiple simultaneous crises arise -- which might occur following severe weather, natural disasters, a widespread telecommunications episode, or a widespread zero-day malware attack -- having a triage chart handy helps ensure clients receive help in a logical and efficient manner.

Download TechRepublic's IT Consultant Client Triage Decision Tree and refer to it especially when call volumes and tempers reach unhealthy levels. By assigning simple weights to client needs before service storms arise, consultants can simplify priority determination and remove emotion from what needs to be a balanced approach to triaging client emergencies.

Assigning 10 as the highest priority and 1 as the lowest, the triage flowchart can be customized as offices require. If your consultancy decides certain client needs deserve higher priority, you can adjust the relevant ratings correspondingly. The values in the master Visio file have been preset, however, to favor clients on service plans guaranteed high priority service.

About

Erik Eckel owns and operates two technology companies. As a managing partner with Louisville Geek, he works daily as an IT consultant to assist small businesses in overcoming technology challenges and maximizing IT investments. He is also president o...

3 comments
randcon
randcon

The document works fine in 2003 on my end. The problem I have is that the chart is MUCH too vague. This is about as detailed as the one the non-IT manager created that had all of 4 steps to it and skewed towards always helping them first. I need something that is in much greater detail that shows there is more to deciding priorities than "Does it affect my playing solitaire? - Priority #1"

Neon Samurai
Neon Samurai

The MS office 2007/2003 converter produces only the first paragraph when opened and not all of us have baught into the Office 2007 marketing.

HAL 9000
HAL 9000

M$ Office is completely incompatible with itself and the M$ Fan Boys continue to claim that it [b]Just Works.[/b] :^0 :D :^0 :D Col