| 8 Operation of the service management system 服务管理体系的运行/8.3 Relationship and agreement 关系和协议/8.3.2 Business relationship management 业务关系管理 |
The customers, users and other interested parties of the services shall be identified and documented. The organization shall have one or more designated individuals responsible for managing customer relationships and maintaining customer satisfaction. 应识别出服务的顾客，用户和相关方，并对其文件化。组织应指定一个或多个人员负责管理顾客关系和维护顾客满意。 The organization shall establish arrangements for communicating with its customers and other interested parties. The communication shall promote understanding of the evolving business environment in which the services operate and shall enable the organization to respond to new or changed service requirements. 组织应建立与其顾客和相关方沟通的安排。沟通应促进对服务运行的不断变化的业务环境的理解，并应使组织能够响应新的或变化的服务要求。 At planned intervals, the organization shall review the performance trends and the outcomes of the services. 组织应按策划的时间间隔评审服务的绩效趋势和结果。 At planned intervals, the organization shall measure satisfaction with the services based on a representative sample of customers. The results shall be analysed, reviewed to identify opportunities for improvement and reported. 组织应，按策划的时间间隔，并以具有代表性的顾客样本，测量服务满意度。应对结果进行分析，评审以识别改进机遇，并进行报告。 Service complaints shall be recorded, managed to closure and reported. Where a service complaint is not resolved through the normal channels, a method of escalation shall be provided. 应记录服务抱怨，对其管理直至关闭，以及将其报告。服务抱怨不能通过正常的渠道解决时，升级处理的方式应被提供。 |
【标准理解】
（1）本条款要求建立组织与顾客之间的沟通。组织应指定一人或多人负责管理顾客关系，如识别顾客、用户和相关方，识别服务环境变化和新服务时机，客户满意度调查，服务绩效评审，顾客抱怨处理等。
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