The CSR should complete an AS1070-3 Customer Service Contact Form AS Template with all appropriate (relevant) information in the event of a complaint or problem other than general non-product. AS1070-3 CUSTOMER SERVICE CONTACT FORM covers date, contact, purpose of call, corrective action taken, and more. Proper investigation and/or corrective action of all complaints/problems should be taken, as appropriate, and documented on the Aerospace Contact Form.
While customer complaints are in process, the form should be kept in an open file labeled “Corrective Action in Process” until final disposition is reached. Upon completion/resolution of the complaint/problem, the CSR should document the result in the customer file and mark the problem “resolved” in the Customer Service Log. When taking a customer service call or calling a customer in regards to a written complaint, the CSR should have the customer’s file on hand (e.g., what products the customer is receiving, product configurations, contract numbers, service agreements).