8.2.1 Customer communication
Communication with customers shall include:
a. providing information relating to products and services;
b. handling enquiries, contracts or orders, including changes;
c. obtaining customer feedback relating to products and services, including customer complaints;
d. handling or controlling customer property;
e. establishing specific requirements for contingency actions, when relevant.
8.2.2 Determining the requirements for products and services
When determining the requirements for the products and services to be offered to customers, the organization shall ensure that:
a. the requirements for the products and services are defined, including:
1. any applicable statutory and regulatory requirements;
2. 2. those considered necessary by the organization;
b. the organization can meet the claims for the products and services it offers.
c. special requirements of the products and services are determined;
d. operational risks (e.g., new technology, ability and capacity to provide, short delivery time frame) have been identified.