Cust not received call back
Mrs Marian called on Friday , I spoke to her and said someone would be in touch on Monday . She called again on Monday as no one had called
Require all customer callback requests and promised follow-ups to be logged in the shared inbox or ticket system with a named owner, deadline and acknowledgement. Avoid multi-recipient action emails for callbacks; use ticket assignment instead.
Customer reported the missed callback; team attempted follow-up. No explicit record of customer satisfaction with follow-up in transcript.
Process breakdown in callback handling: callback requests were communicated via email to individuals or multiple recipients without being logged into a shared inbox/ticket system and without a named owner/acknowledgement, so no one took ownership.
Update SOPs to mandate shared inbox/ticketing for all customer callbacks; add a callback/owner field on job tickets; deliver targeted training on assignment/acknowledgement expectations; audit callback records periodically.
Case-specific resolution: job located and information shared; systemic corrective/preventative actions were agreed but not yet implemented or monitored, so effectiveness is pending implementation and audit.
Builds an evidence-based review from this NCL, status history, related NCLs, and relevant communications. The report is stored here and emailed to Luke, Rob and Michelle.
Use this panel for all status changes. Main edit form does not change status.
| From | To | Changed At | By | Note |
|---|---|---|---|---|
| In Review | Resolved | 2026-06-01 07:05:10 | management review | Transcript summary: Mrs Marion (likely Marion Jones, Chatwell House Barn C1075) called Friday and was promised a Monday callback; no callback occurred. Rob emailed colleagues Friday evening asking them to call Monday. Michelle could not find the record in email/Pipedrive; Luke located the job record and details were shared. Team concluded this individual case could be closed but identified a systemic issue: callback tasks were not logged in a shared/ticketed system and ownership was unclear. Rob emailed colleagues on Friday asking for a Monday callback; Michelle could not find the interaction in systems; Luke located the job as Marion Jones (Chatwell House Barn C1075) and shared details. Team agreed the specific case can be closed while adopting shared-inbox/ticketing as the systemic remedy. Root cause check: partial - The discussion correctly identified a process-level cause (lack of logging and named ownership) and immediate remediation for the individual case, but it did not document metrics, verification steps or a plan to confirm that changes will be implemented and effective across the organisation. |
| Initial | In Review | 2026-06-01 07:02:36 | management review | Transcript summary: Mrs Marion called on Friday expecting a Monday callback; no callback occurred and the record could not be located in emails or PipeDrive. Rob recalled emailing colleagues asking someone to call on Monday but no clear assignment or trace was found. Team discussed that emailing multiple individuals instead of using a shared inbox or ticketing caused diffusion of responsibility. Agreed to enforce shared inbox/ticket usage for callbacks and require acknowledgement/assignment. Meeting 2026-05-06: discussed missing callback; Rob recalled emailing staff; agreed corrective/preventative actions to use shared inbox/ticketing and assign owners. Action owner assigned to Rob Preston to implement and monitor. Root cause check: partial - Discussion provides a plausible process-based cause (shared inbox vs individual emails) and examples (Rob recalled emailing colleagues), but the team could not locate the original communication or definitive trace evidence, so the diagnosis is reasonable but not fully proven. |
| - | Initial | 2026-04-13 16:38:00 | anonymous | - |