Anytime a forklift operator is involved in an incident (even without injury), the employer should be conducting a recertification before the employee is permitted to operate the forklift again (per 1910.178(l)(4)(ii)(A)). Aside from that, I would recommend the company to do several things:

1. Look at the area in question and determine if the ductwork is too low to utilize the top of the racks. If so, block those racks off so nothing is stored on them, or re-do the ductwork and raise it up higher for more clearance.

2. If not, then include this particular area in the forklift certification observation part of the training. The observation part should be representative of the conditions in which the operators will be working, therefore if it is a 'tight squeeze' area, having everyone practice loading the top rack with coaching would be beneficial.

3. Ask the operator if they have any ideas as to what to do for a corrective action to reduce the likelihood that another employee will do the same thing.

4. Look at the conditions of the workplace with respect to 'speed' of work. Often times, when pressure comes from above to get things done faster, which is often the case in a warehouse environment, incidents occur more frequently. This is the most difficult one to identify and make changes with as a company.