When I followed up on the CA, I asked the CEO the questions we ask in audit, such as " how are verbal customer requirements confirmed with the customer before being accepted?" and "How are subsequent changes to customer requirements handled...." and I got the answer "It kinda comes piecemeal, rather than get too elaborate I think the answer to your question is verbally."
This is not a process, it is not an effective method (as evidenced by the repeat complaint) or an effective corrective action if there was one.
Not a great answer, so I thought this example would be a good one to use to audit 7.1, 7.2 and 7.3 (2008), so that I could figure out what is actually happening with this customer, since I thought all the customer data was being handled the same way.
If this was a part of a previous audit, it's probably no good to bring it up again except as evidence a nonconformity was not effectively addressed.
It is better for you to find this and address it than to wait until just before the CB audit and have your registrar bring it up, because issues that can result in nonconforming product to the customer can be issued as majors.
Therefore, I suggest you make a schedule that conforms to 8.2.2, that is, based on status and importance of processes, and result of previous audits. In order to "stop the bleeding" I suggest an unscheduled audit of the customer order process, now. And I suggest not going along with the CEO's description of the process "It kinda comes piecemeal, rather than get too elaborate I think the answer to your question is verbally." ISO 9000:2015 says "A QMS comprises activities by which the organization identifies its objectives and determines the processes and resources required to achieve desired results" and that "Consistent and predictable results are achieved more effectively and efficiently when activities are understood and managed as interrelated processes that function as a coherent system." That clearly has not happened here. The verbal customer request did not get transferred from the CEO's ear to the group that fulfills the order.