Customer Email and Inquiry Management Template

More customer-service templates

Maintain high-quality customer service by effectively tracking and prioritizing customer emails and inquiries. This template provides a structured approach to setting up an email tracking system, establishing response protocols, and training staff.

By following the steps in this template, you can ensure timely responses to customer inquiries, improve customer satisfaction, and continuously evaluate and improve your inquiry management process.

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Customer Email and Inquiry Management for Priority Matrix

Customer Email and Inquiry Management in Priority Matrix

Manage and prioritize customer emails and inquiries to enhance service quality and customer satisfaction.

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Proposed Tasks

Urgent and Important

  • Prioritize emails and inquiries daily
    ☐ Use Eisenhower method to prioritize ☐ Assign priority emails to staff ☐ Ensure responses are sent within protocol timeframes
  • Review customer feedback quarterly
    ☐ Collect customer feedback ☐ Analyze feedback ☐ Make improvements based on feedback
  • Set up email tracking system due in 1 week
    ☐ Research suitable email tracking systems ☐ Choose the most suitable system ☐ Implement the system

Important but not Urgent

  • Evaluate inquiry response protocol monthly
    ☐ Assess effectiveness of the protocol ☐ Make necessary adjustments
  • Update response templates bi-annually
    ☐ Review current templates ☐ Update templates based on changes in business or customer feedback
  • Establish inquiry response protocol due in 2 weeks
    ☐ Define response timeframes ☐ Establish response templates for common inquiries ☐ Train staff on the protocol

Urgent but not Important

  • Conduct staff performance reviews quarterly
    ☐ Review staff adherence to the protocol ☐ Give feedback and provide training if necessary
  • Monitor email tracking system daily
    ☐ Check email tracking system ☐ Ensure all emails are being tracked ☐ Address any issues with the system
  • Train new staff on email tracking and prioritizing system due in 2 months
    ☐ Explain the importance of the system ☐ Train on how to use the system and the Eisenhower method

Neither Urgent nor Important

  • Maintain an FAQ section on the website due in 1 month
    ☐ Identify common questions ☐ Provide clear and concise answers ☐ Update regularly