Guidance

Customer related processes

The ISO Navigator™ database hyperlinks the ISO 9000:2005 principles and the ISO 9001:2008 requirements; and explains them in plain English with practical guidance.

If you're looking for more up-to-date guidance on ISO 9001:2015, ISO 14001:2015, and ISO 45001:2018, click here.

Our range of ISO 9001:2015 quality manuals and integrated manual templates cover the requirements of ISO 14001:2015 and ISO 45001:2018, and offer an easy way to implement and document your organization's quality management system or integrated management system.

ISO 9001:2008: Customer communication 7.2.3

This guidance has been updated for ISO 9001:2015, please click here to review the changes. 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 enquiries 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 communication process
  3. Communicate with your customers
  4. Maintain records