Customer Communication Procedure

1. Purpose
To ensure maintains effective, ISO-compliant communication with customers, covering product
and service information, order handling, customer feedback, and contingency actions, with
responsibilities assigned to the President, Director of Operations, Project Managers, and
Supervisors.
2. Scope
This procedure applies to all customer interactions, from initial inquiries to ongoing project
communications, ensuring compliance with customer and ISO 9001 standards.
3. Responsibilities
 President and Director of Operations: Manage initial customer requests, proposals,
and contract discussions.
 Project Managers and Supervisors: Handle ongoing customer communications, issue
resolution, status updates, and reporting.
4. Procedure
4.1 Communication of Products and Services
1. Product Information: The President or Director of Operations provides product
information (specifications, guidelines) to customers during initial engagement.
2. Service Information: Service details, including scope, limitations, and expectations, are
shared during contract discussions and documented in agreements.
3. Updates: Any updates or revisions to products or services are communicated by Project
Managers or Supervisors via email or scheduled meetings.
4.2 Handling Customer Enquiries
1. Response to New Enquiries: The President or Director of Operations responds to new
customer inquiries within one business day, documenting key information and forwarding
details to Project Managers as needed.
2. Ongoing Enquiries: Project Managers and Supervisors handle day-to-day enquiries from
existing customers, ensuring responses within two business days, escalating complex
issues if necessary.
3. Documentation: All enquiries and responses are recorded in the CRM system or project
records for future reference.
4.3 Contracts and Order Handling
1. Contracts: The President or Director of Operations reviews contracts with customers,
ensuring clarity on terms and conditions. Signed agreements are securely stored and
accessible to Project Managers.
2. Order Processing:
o Confirmation: The Director of Operations confirms each order in writing with the
customer.
o Status Updates: Project Managers provide regular updates on order status
according to customer preferences, typically via email or scheduled reports.
4.4 Customer Views, Perceptions, and Complaints
1. Feedback Collection: Project Managers or Supervisors gather customer feedback
through surveys, follow-up meetings, or direct requests after project completion.
2. Complaints Handling:
o Logging: Project Managers log customer complaints in the CRM, detailing the issue
and contact information.
o Resolution: The Project Manager or Supervisor addresses and resolves complaints
within five business days, updating the customer on corrective actions taken.
o Follow-up: After resolution, Project Managers conduct follow-ups to ensure
customer satisfaction with the resolution.
4.5 Handling Customer Property
1. Receiving and Inspection: When customer property (e.g., items for inspection) arrives,
Project Managers or Supervisors ensure it is inspected and logged in the inventory system.
2. Storage and Care: Customer property is securely stored and handled in accordance with
customer guidelines.
3. Return or Disposition: Upon completion, property is returned per customer instructions.
Any damages are promptly reported, and corrective actions are initiated.
4.6 Contingency Actions
1. Risk Planning: Project Managers develop contingency plans for key risks (e.g.,
operational delays) and review them quarterly.
2. Communication During Contingency Events:
o Notification: Customers are informed immediately by the Project Manager if a
contingency event affects their project, with an outline of the issue and potential
impact.
o Action Plan: A corrective action plan is communicated, with regular updates
provided until the issue is resolved.
3. Documentation: All contingency communications and actions are recorded in the CRM
and reviewed post-incident.
5. Documentation and Record-Keeping
All customer interactions, including emails, contracts, complaints, feedback, and contingency
actions, are documented and securely stored in project records for quality audits.
6. Review and Continuous Improvement
The Quality Manager reviews customer communication records quarterly to identify improvement
areas. Updates to this procedure or team training are conducted based on customer feedback
and performance metrics.

Conclusion
This revised procedure ensures that maintains transparent, compliant customer communication
across all interactions, while assigning specific roles to the President, Director of Operations,
Project Managers, and Supervisors.
Customer Communication Procedure
1. Purpose
To ensure structured and clear communication with customers regarding all aspects of service
delivery, from initial inquiries through contract finalization and project updates, in line with ISO
9001 requirements.
2. Scope
This procedure covers all communication activities with customers, including inquiries, order
handling, updates, and feedback management.
3. Responsibilities
 President and Director of Operations: Handles initial customer inquiries,
communicates terms, and establishes agreements.
 Project Managers and Supervisors: Manage ongoing communication, provide project
updates, and address customer issues.
4. Procedure
4.1 Communication of Product and Service Information
1. Initial Inquiry and Quotation:
o All inquiries regarding products and services are managed by the President or
Director of Operations. Information on product/service features, pricing, and
terms is provided promptly.
o Quotations with detailed information are prepared and communicated directly to the
customer.
2. Order Handling and Contract Finalization:
o After customer acceptance, the President or Director of Operations coordinates
the drafting and sharing of the Service Agreement.
o Upon finalization, both parties receive signed copies of the agreement for their
records.
4.2 Handling Customer Feedback and Issues
1. Customer Feedback:
o Feedback is collected periodically through emails or post-delivery reviews managed
by Project Managers.
o Complaints or suggestions are documented, reviewed, and addressed according to
’s improvement process.
2. Ongoing Communication:
o Project Managers and Supervisors provide regular updates on project progress
and address any issues that arise during service delivery.
 o They communicate directly with the customer to resolve concerns, provide status
reports, and ensure satisfaction.
4.3 Handling Customer Property
 If customer property is handled (e.g., for inspection services), it is managed with care,
labeled, and stored securely in designated areas.
 Any issues with customer property, such as damages or handling concerns, are
communicated to the customer immediately by the Project Manager.
4.4 Contingency Actions
1. Contingency Communication:
o In case of unexpected issues affecting service delivery (e.g., delays or equipment
failure), Project Managers notify the customer, explain the contingency actions,
and outline corrective steps.
o Any impact on timelines or deliverables is discussed with the customer to align on a
revised plan.
2. Documentation of Contingency Actions:
o All contingency actions, including communications with the customer, are recorded
in the project file for future reference and continual improvement.
4.5 Documentation and Retention
 All communications, including initial inquiries, quotations, agreements, feedback, and
change notifications, are stored in the customer’s project file in the project management
system for tracking and ISO compliance.