One of your largest customers, a popular retail chain, has communicated a major complaint to you. An urgent order was guaranteed by one of your customer service representatives, but didn't arrive by the guaranteed date. The customer service representative admits they didn't book the transport company in time for the delivery to be made by the requested date. They claimed they were too busy and forgot about the request.
How will you overcome this problem with the retailer? And what adjustments would you make to service delivery to ensure such problems don't occur again?