The organisation shall determine and implement effective arrangements for communicating with customers in relation to
a) product information
b) enquiries, contracts or order handling, including arrangements, and
c) customer feedback, including complaints
Generally, if you are getting a lot of "unjustified" complaints, or frequent misuse of the product by customers, that usually means a weakness in your communications systems. Clear instructions are not being given and expectations are not being managed
We must remember, however, that there is a big difference between CLEAR and COMPREHENSIVE instructions, and sometimes less is more, as this amusing little link demonstrates
For a further communication masterclass check out this link from Learn Sigma
