ISO 9001:2015 Clause 8.2.1 is titled "Customer Communication." This clause emphasizes the importance of effective communication with customers regarding information about the products and services, handling inquiries, contracts or orders (including changes), obtaining customer feedback relating to products and services, including customer complaints, and where applicable, specific requirements for contingency actions when needed.
The clause ensures that organizations establish and implement effective communication processes with their customers. This is critical for understanding and meeting customer requirements, enhancing customer satisfaction, and addressing any issues or feedback promptly and efficiently. By maintaining open lines of communication, organizations can better manage customer expectations, resolve issues, and adapt to changing requirements or market conditions.