Bag And Tag Customer Service Issues

Most small and medium companies address customer service issues related to the mechanism we call Service Delivery as just part of the day to day ongoing workload and never really track it. The only tracking is the recent relevant memory of those involved. And if it was a particularly bad issue, there are scars on one of the clients end users and one of our techs, a few nasty or dubious emails and that’s it. Again, only those closest to the issue have any understanding of what happened or what came of it all.