Customer Query and Complaint Management Template

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Ensure all customer queries and complaints are addressed promptly and effectively with this comprehensive management template. This step-by-step guide will help you set up a dedicated inbox, categorize and prioritize incoming queries, assign tasks to relevant staff, and monitor the resolution process to meet response time targets.

By following this template, you can significantly improve customer satisfaction, maintain a positive company reputation, and implement continuous improvements based on feedback and data analysis.

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Customer Query and Complaint Management for Priority Matrix

Customer Query and Complaint Management in Priority Matrix

Efficiently manage customer queries and complaints to enhance satisfaction and company reputation.

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Proposed Tasks

Critical Complaints

  • Develop categorization system
    Create a system for categorizing incoming queries and complaints based on urgency and complexity.
  • Provide responses to customers
    Ensure customers are provided with timely and satisfactory responses to their queries or complaints.
  • Set deadlines for responses
    Based on the response time targets, assign a deadline for each query or complaint.
  • Set response time targets
    Establish targets for how quickly different types of queries and complaints should be responded to.

Important Queries

  • Assign queries/complaints to relevant staff
    Ensure each query or complaint is addressed by the appropriate staff member.
  • Follow up with customers
    Check in with customers to ensure they are satisfied with the response they received.
  • Monitor complaint resolution process
    Regularly check the progress of complaint resolution to ensure deadlines are being met.
  • Monitor staff performance
    Regularly review the performance of staff in handling queries and complaints.
  • Review customer satisfaction data
    Analyze the results of the customer satisfaction surveys to identify areas for improvement.
  • Review query/complaint data
    Regularly review the data on queries and complaints to identify trends and potential areas for improvement.
  • Set up query and complaint inbox
    Establish a dedicated email inbox for receiving customer queries and complaints.
  • Train staff on categorization system
    Educate all relevant staff on how to use the new categorization system.

Routine Queries

  • Categorize each new query/complaint
    Apply the categorization system to each new query or complaint.
  • Monitor inbox for new queries/complaints
    Regularly check the dedicated inbox for new customer queries and complaints.
  • Provide staff feedback
    Give staff regular feedback on their performance in handling queries and complaints.
  • Update query/complaint status
    Update the status of each query or complaint in the system once it has been addressed.

Minor Complaints

  • Conduct customer satisfaction surveys
    Regularly ask customers for feedback on the query and complaint handling process.
  • Implement customer feedback
    Make changes to the query and complaint handling process based on customer feedback.
  • Implement improvements
    Make any necessary changes to the query and complaint handling process based on the data review.
  • Update training as needed
    Make any necessary updates to staff training based on performance reviews and changes to the query and complaint handling process.