The Customer Service Log AS Template should be completed by the Customer Service Representative upon receipt of a customer contact/complaint as defined above (i.e., service call, customer survey, via a salesperson, etc.). AS1070-2 CUSTOMER SERVICE LOG includes, at a minimum:
A brief description of the problem, complaint, or other reason for the contact.
The log entry should remain “open” until the issue is resolved. Customer Service Representatives should review the Aerospace Customer Service Log periodically and evaluate for recurring problems or complaints. If a problem or trend is detected, the Customer Service Manager should review the situation with the Quality Assurance Manager and Engineering.
Based upon the results of this review, appropriate investigation and corrective action will be determined. If complaints of a similar nature are identified, Customer Service Representatives should report the issue to Management.