Guidance

Customer related processes

The ISO Navigator™ database hyperlinks the ISO 9000 principles and the ISO 9001 requirements; and explains them in plain English with practical guidance.

ISO 9001: Customer communication 7.2.3

In order to communicate with the customer, your organization must establish effective arrangements for providing the customer with product information.

It must include a means of handling inquiries and orders and a method for handling customer comments that includes compliments and complaints. Establish processes for communicating with your customers:

  1. Develop a process to control communications with customers
  2. Implement your customer communications process
  3. Communicate with your customers
  4. Maintain records