8.2.1、顾客沟通

与顾客沟通的内容应包括：

a）提供有关产品和服务的信息；

b）处理问询、合同或订单，包括更改；

c）获得有关产品和服务的顾客反馈，包括顾客投诉；

d）处置和控制顾客财产；

e）关系重大时，制定关应急措施的特定要求。

8.2.2、产品和服务的要求的确定

在确定向顾客提供的产品和服务的要求时，组织应确保：

a）产品和服务的要求得到规定，包括：

1）适用的法律法规要求；

2）组织认为的必要要求。

b）提供的产品和服务能够满足所声明的要求。

c）产品和服务的特殊要求得到确定；

d）运行风险（如新的技术、提供的能力和产能、短的交付期）已经识别。

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.those considered necessary by the organization;

b. the organization can meet the claims for the products and services it offers.