A common problem in many organizations is that dissatisfied customers (and employees too) do not complain to management when there is a problem. How can management design a way to make customers (and employees) feel comfortable making a complaint before negative rumors start circulating in public?

A common problem in many organizations is that dissatisfied customers (and employees too) do not complain to management when there is a problem. How can management design a way to make customers (and employees) feel comfortable making a complaint before negative rumors start circulating in public?