Customer Query and Issue Management Template

Customer Query and Issue Management in Priority Matrix

Manage and prioritize customer queries for enhanced satisfaction and quick resolution.

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Proposed Tasks

Urgent and Important

• Daily Monitoring of Customer Queries - ongoing
  ☐ Monitor incoming queries ☐ Assign priority levels
• Improve Query Resolution Time - ongoing
  ☐ Analyze resolution times ☐ Identify bottlenecks ☐ Implement strategies to improve
• Query Resolution - ongoing
  ☐ Resolve queries based on priority ☐ Communicate resolution to customer
• Develop Priority Criteria - due in 1 week
  ☐ Define priority levels ☐ Establish criteria for each level
• Train Staff on Eisenhower Method - due in 1 week
  ☐ Develop training materials ☐ Conduct training sessions
• Implement Customer Query Tracking System - due in 2 weeks
  ☐ Research best practices ☐ Select appropriate software ☐ Train staff on usage

Important, Not Urgent

• Customer Feedback - ongoing
  ☐ Collect customer feedback ☐ Analyze and implement changes
• Evaluate Customer Satisfaction - ongoing
  ☐ Review customer feedback ☐ Identify areas for improvement
• Identify Recurring Issues - ongoing
  ☐ Review query data ☐ Identify patterns or recurring issues ☐ Develop strategies to address
• Monthly Reporting on Query Resolution - ongoing
  ☐ Compile query data ☐ Prepare report ☐ Present to management
• Ongoing Staff Training - as needed
  ☐ Identify training needs ☐ Conduct training sessions
• Quarterly Review of Customer Satisfaction - ongoing
  ☐ Design satisfaction survey ☐ Distribute survey to customers ☐ Analyze results and report
• Weekly Review of Query Status - ongoing
  ☐ Review open queries ☐ Adjust priorities if necessary
• Create Customer Communication Templates - due in 3 weeks
  ☐ Design templates for common queries ☐ Review and approve templates
• Annual Review of Query Management System - due in 1 year
  ☐ Review system effectiveness ☐ Identify areas for improvement

Urgent, Not Important

• Bi-weekly Staff Meetings - ongoing
  ☐ Discuss upcoming tasks ☐ Review completed tasks
• System Maintenance - as needed
  ☐ Perform routine system checks ☐ Fix any identified issues
• Update Query Tracking System - as needed
  ☐ Perform system updates ☐ Test system functionality

Not Urgent, Not Important

• Benchmark Against Industry Standards - every 6 months
  ☐ Research industry standards ☐ Compare query management system
• Revise Priority Criteria - as needed
  ☐ Review effectiveness of priority criteria ☐ Make revisions as necessary