GB/T19001-2016-8.2.1顾客沟通

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1、组织和顾客的关系是通过产品或服务联系起来的，因此与顾客沟通的内容主要也是围绕着产品或服务展开的

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1. The relationship between an organization and its customers is linked through products or services, so the content of communication with customers mainly revolves around products or services

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2、标准并未强调如何与顾客进行沟通，但为及时获取顾客信息，方便顾客参与.组织应建立顺畅、便捷的沟通渠道，包括利用电子邮件、电话、传真、拜访、回访。在线调查、邀请顾客来厂参观、面对面的会议等。

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2. The standard does not emphasize how to communicate with customers, but in order to timely obtain customer information and facilitate customer participation, organizations should establish smooth and convenient communication channels, including the use of email, phone, fax, visit, and follow-up.
Online surveys, inviting customers to visit the factory, face-to-face meetings, etc.

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标准关于顾客沟通的条款出现在了针对顾客要求进行确定和评审之前。

这一变化更加符合实际，组织不仅应在和顾客建立了合同关系之后要进行沟通，在确定要向顾客提供什么产品和服务之前也应与顾客进行沟通，理解顾客要求，体现了顾客要求的重要性

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The standard terms regarding customer communication appeared before the determination and review of customer requirements.
This change is more in line with reality.

Organizations should not only communicate with customers after establishing a contractual relationship, but also communicate with them before determining what products and services to provide to them. Understanding customer requirements reflects the importance of customer requirements