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Customer Query Tracking and Prioritization Template

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Enhance your retail business's customer service by efficiently tracking and prioritizing customer queries and complaints. This template provides a comprehensive guide to setting up a query tracking system, defining query categories, and establishing prioritization criteria.

With detailed tasks and subtasks, you'll learn how to create response templates, train your staff, and continuously monitor and improve your system based on customer and staff feedback. Achieve timely and satisfactory responses to customer queries, leading to increased customer loyalty and satisfaction.

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Customer Query Tracking and Prioritization in Priority Matrix

Track and prioritize customer queries to ensure prompt and effective responses, boosting customer loyalty.

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Proposed Tasks

Urgent and Important (Action)

Task 2: Define query categories - due in 2 days
☐ Identify common query types ☐ Define categories for tracking
Task 1: Set up query tracking system - due in 1 week
☐ Identify suitable query tracking software ☐ Install software ☐ Train staff on its use
Task 4: Train staff on prioritization criteria - due in 1 week
☐ Conduct training session ☐ Provide reference materials
Task 6: Train staff on using response templates - due in 2 weeks
☐ Conduct training session ☐ Provide reference materials
Task 7: Monitor query tracking system - due in 3 weeks
☐ Regularly check system for unaddressed queries ☐ Ensure queries are being prioritized correctly
Task 12: Implement improvements - due in 6 weeks
☐ Implement planned improvements ☐ Monitor effectiveness of improvements
Task 13: Conduct staff feedback session - due in 2 months
☐ Ask staff for feedback on system ☐ Plan adjustments based on feedback
Task 14: Implement staff feedback - due in 2 months
☐ Implement planned adjustments ☐ Monitor effectiveness of adjustments
Task 17: Implement improvements - due in 3 months
☐ Implement planned improvements ☐ Monitor effectiveness of improvements
Task 18: Conduct another staff feedback session - due in 4 months
☐ Ask staff for feedback on system ☐ Plan adjustments based on feedback
Task 19: Implement staff feedback - due in 4 months
☐ Implement planned adjustments ☐ Monitor effectiveness of adjustments

Important, Not Urgent (Plan)

Task 3: Establish query prioritization criteria - due in 3 days
☐ Define what constitutes 'urgent' ☐ Define what constitutes 'important'
Task 5: Create response templates - due in 2 weeks
☐ Identify common query responses ☐ Create templates for these responses
Task 8: Review and adjust prioritization criteria - due in 1 month
☐ Review effectiveness of current criteria ☐ Adjust criteria as necessary
Task 9: Review and adjust response templates - due in 1 month
☐ Review effectiveness of current templates ☐ Adjust templates as necessary
Task 10: Conduct customer satisfaction survey - due in 1 month
☐ Design survey ☐ Distribute survey to customers ☐ Analyze survey results
Task 11: Review survey results - due in 5 weeks
☐ Identify areas of dissatisfaction ☐ Plan improvements based on feedback
Task 15: Conduct another customer satisfaction survey - due in 3 months
☐ Distribute survey to customers ☐ Analyze survey results
Task 16: Review survey results - due in 3 months
☐ Identify areas of dissatisfaction ☐ Plan improvements based on feedback
Task 20: Review entire system - due in 5 months
☐ Review effectiveness of entire system ☐ Plan any necessary overhauls