Customer Query Prioritization Template

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In the fast-paced world of streaming and prime membership services, addressing customer queries promptly is crucial. This template guides you through using a Priority Matrix to categorize and prioritize customer queries based on urgency and importance.

Follow this template to develop a robust system for tracking, categorizing, and responding to customer queries, ensuring that the most critical issues are addressed swiftly and efficiently.

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Customer Query Prioritization for Priority Matrix

Customer Query Prioritization in Priority Matrix

Prioritize customer queries effectively using a Priority Matrix to enhance service efficiency.

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Proposed Tasks

Urgent and Important

  • Task 1: Develop a system to track customer queries due in 1 week
    ☐ Identify all possible channels of customer queries ☐ Develop a centralized system to track these queries
  • Task 2: Categorize queries based on urgency and importance due in 2 weeks
    ☐ Define criteria for urgency and importance ☐ Categorize existing queries
  • Task 3: Develop a response system for Q1 queries due in 3 weeks
    ☐ Design a process for immediate response ☐ Train customer service team

Important, Not Urgent

  • Task 4: Monitor Q1 query resolution due in 1 month
    ☐ Regularly review resolution of Q1 queries ☐ Identify bottlenecks
  • Task 5: Implement a follow-up system for Q2 queries due in 5 weeks
    ☐ Design a process for follow-ups ☐ Train customer service team
  • Task 6: Monitor Q2 query resolution due in 6 weeks
    ☐ Regularly review resolution of Q2 queries ☐ Identify bottlenecks

Urgent, Not Important

  • Task 7: Develop a response system for Q3 queries due in 2 months
    ☐ Design a process for immediate response ☐ Train customer service team
  • Task 8: Monitor Q3 query resolution due in 10 weeks
    ☐ Regularly review resolution of Q3 queries ☐ Identify bottlenecks

Neither Urgent nor Important

  • Task 9: Implement a follow-up system for Q4 queries due in 3 months
    ☐ Design a process for follow-ups ☐ Train customer service team
  • Task 10: Monitor Q4 query resolution due in 4 months
    ☐ Regularly review resolution of Q4 queries ☐ Identify bottlenecks