Encouraging Customers to Voice Complaints 35 The International Organization for Standardization standard ISO 10002:2004 is the internationally recognized standard on complaints hand- ling. Many organizations across the world, from Mumbai International Airport in India to mobile services company Mobinil in Egypt, have attained accreditation. The standard sets out guidelines for the development and implementation of effective complaint management. It emphasizes the need for fair, transparent, efficient processes operated by well-trained employees. It also advocates tracking and monitoring complaints and a process of continuous improvement. Organizations such as my own have built a complaints-handling approach into the company's overall approach to quality management, by adopting the ISO 9000 quality-management system. Key learning points