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Date – March 18, 2026
Source of issue –Stores/Sales
Description –
Lang emailed:
Team, if you receive any email correspondence or phone enquiry from our customers that advise of an issue irrespective of whether we or they are responsible for the issue, the first and the most important thing that you must do is to acknowledge the customers issue and keep them up to date on what is happening. So if by email, immediately respond to the email and if by phone please ask them for their email address if we don’t already have it so that you can formally respond and update in writing rather than verbally over the phone.
Immediate action –1. Acknowledged the customers email immediately and advised that we will investigate and update. 2. If necessary or warranted, forward the email internally with instructions on what needs to be done from initial communications with the customer. Do not just forward the email without instruction. CAA team members like every other human are not mind readers.
Root cause –Poor communication
Corrective action –
3. Provide updates to customer eg, we have them in stock and will ship today etc
4. Notify when goods have been shipped with tracking number.To take any guess work out of the process, I am going to advise that whoever receives the enquiry is responsible for immediately acknowledging the communication with the customer. Then if it is more appropriate to hand it over to another CAA team member, a formal internal email must be sent so that there is a communication string that can be tracked and picked up if someone is away on leave or sick etc.
Just remember, its all about communication and customer service, even more so if it is our fault.
Verification –
Reported by –BL
Closed by –Keep open for 12 months. Any re-occurance?
Date closed –March 24, 2026