Customer Inquiry and Issue Management Template

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Enhance your dealership's customer service by effectively managing inquiries and issues with this comprehensive template. Track and prioritize customer interactions to ensure timely resolutions, boosting customer satisfaction and loyalty.

Follow a structured approach to implement a tracking system, train staff, and create Standard Operating Procedures (SOPs). Regular reviews and communication with customers will help maintain high service standards.

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Customer Inquiry and Issue Management for Priority Matrix

Customer Inquiry and Issue Management in Priority Matrix

Manage and resolve customer inquiries and issues efficiently using a Priority Matrix.

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Proposed Tasks

Urgent and Important

  • Communicate with Customers about Inquiry and Issue Resolution
    ☐ Prepare communication ☐ Send communication to customers ☐ Follow up if necessary
  • Establish Customer Inquiry and Issue Tracking System
    ☐ Identify software or platform ☐ Setup system ☐ Test system
  • Monitor and Address Urgent Inquiries and Issues
    ☐ Review urgent inquiries and issues ☐ Assign tasks to team ☐ Follow up on resolution
  • Train Staff on New System
    ☐ Prepare training materials ☐ Conduct training sessions ☐ Address queries and concerns

Important, Not Urgent

  • Address Non-Urgent Inquiries and Issues
    ☐ Review non-urgent inquiries and issues ☐ Assign tasks to team ☐ Follow up on resolution
  • Create Standard Operating Procedures (SOPs) for Handling Inquiries and Issues
    ☐ Identify common inquiries and issues ☐ Develop SOPs ☐ Review and refine SOPs
  • Implement Improvements Based on Customer Feedback
    ☐ Identify improvements ☐ Develop implementation plan ☐ Monitor implementation
  • Implement Inquiry and Issue Prioritization
    ☐ Define priority levels ☐ Communicate priority levels to team ☐ Monitor application of priority levels

Urgent, Not Important

  • Conduct Monthly Review of Customer Satisfaction
    ☐ Prepare customer satisfaction survey ☐ Distribute survey to customers ☐ Analyze survey results
  • Conduct Weekly Review of Inquiry and Issue Management
    ☐ Compile data ☐ Analyze performance ☐ Identify areas for improvement