Customer Communication

ISO 9001:2015 – Section 8.2.1

Our consultancy approach ensures organizations establish effective methods of communication with customers to enhance satisfaction, clarify requirements, and support continual improvement. This structured communication process helps align customer needs with organizational capabilities, ensuring transparency, responsiveness, and compliance.

Scope of Work

1. Communication Channels

  • • Establish formal channels for customer inquiries, quotations, contracts, and feedback.

    • Provide digital-ready systems (email, portals, CRM tools) for efficient interaction.

    • Ensure communication methods are documented and consistently applied.

2. Product and Service Information

  • • Develop clear documentation outlining product/service specifications, availability, and use.

    • Provide updates on order status, delivery timelines, and service support.

    • Ensure consistency between documented information and verbal communication.

3. Contracts and Order Handling

  • • Define procedures for reviewing, confirming, and updating customer orders or contracts.

    • Maintain records of agreements and changes to ensure traceability.

    • Implement structured order acknowledgment and confirmation processes.

4. Customer Feedback and Complaints

  • • Establish mechanisms for collecting and analyzing feedback.

    • Develop complaint handling procedures that ensure timely resolution and corrective actions.

    • Track trends in customer satisfaction and identify improvement opportunities.

5. Customer Engagement and Support

  • • Provide training and guidance to staff on handling customer communication effectively.

    • Implement escalation protocols for critical customer issues.

    • Maintain records of communications, feedback, and resolutions.

Deliverables

  • • Documented customer communication procedure.

    • Templates for quotations, order confirmations, and feedback collection.

    • Complaint handling log with corrective action tracking.

    • Customer feedback analysis report and improvement actions.

    • CRM or communication register for traceability.

Pricing & Timeline

  • • Fee: $3,150.00/month per facility (6-month engagement)

    • Estimated Duration: 180 business days

    Completion timeline may vary based on client responsiveness and documentation turnaround.

Sample Milestone Plan

Phase Key Activities Core Deliverables
Month 1 – Planning Kick-off, scope definition, project charter ✓ Implementation Plan
✓ Scope Statement & Team Roles
Months 1–2 – Design FSMS drafting, PRP setup, document control systems ✓ SOPs, PRPs
✓ Controlled Document Framework
Months 2–3 – Execution Competency training, system rollout, records logging ✓ Training Logs
✓ First Cycle Recordkeeping Evidence
Months 3–6 – Validation Internal audits, reviews, performance monitoring ✓ Internal Audit Reports
✓ CAPA Logs
✓ Management Review
Month 6 – Readiness Final system check, CB coordination, mock audit ✓ Pre-Audit Summary
✓ Final CAPA Log
✓ Audit-Day Prep

Certification Audit Support

  • • On-site or remote audit-day presence

    • Real-time response to auditor inquiries

    • Post-audit support and non-conformance response drafting

Deliverables:

  • ✓ Audit Representation

    ✓ NC Response Support

    ✓ Audit Day Documentation

Project Closure

  • • Final FSMS documentation handover

    • Executive summary outlining system status and sustainability plan

    • Option to transition into maintenance & continuous improvement support

Deliverables:

  • ✓ Final Document Handover

    ✓ Close-Out Report

    ✓ Maintenance Plan Proposal

Additional Compliance Support Options

Service Description Fee
Customer Communication Framework Procedures, templates, and training for consistent communication practices. $1,200/project
Complaint & Feedback Management Package Structured tools for feedback collection, complaint logging, and resolution tracking. $1,800/system
Customer Satisfaction Survey Toolkit Templates, metrics, and reporting dashboards for measuring satisfaction levels. $950
CRM Integration Support Digital tools for order tracking, communication records, and customer engagement. Starting at $150/month

  • • Context Analysis Workshop – $1,500/session

    Facilitate an interactive session to identify internal/external issues and stakeholder expectations.

    • Interested Parties Mapping & Register Setup – $1,200/project

    Create a structured register of interested parties, their requirements, and review protocols.

    • Risk & Opportunity Assessment Package – $2,800/system

    Comprehensive risk-based thinking integration aligned with ISO 9001 clauses 4.1 & 6.1.

    • Management Review Toolkit – $950

    Includes templates, KPIs, and guidance for effective leadership reviews.

    • Digital Compliance Templates Bundle – Starting at $99/month

    Ready-to-use ISO 9001 documentation templates with version control.

Your Compliance Journey Starts Here

  • Book a Free Consultation and Customer Communication Alignment Session
"Strong customer relationships start with clear communication—let’s build trust through consistency and responsiveness."

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