There is a five-part process that can help employees encourage complaints. We can help employees view complaints as opportunities. Complaints are just other ways of doing things not good or bad, right or wrong. The organization's culture may have to be tweaked just a little to reinforce the perception that complaints are opportunities. For example, employees can be challenged to see how many complaints they can generate in one week.
Supervisors can be vocal in their approval of top performers.
Customers will start talking when they perceive a willingness to listen when they are encouraged to respond. It invites an opinion. If the issue cannot be immediately responded to by the employee, a response should be guaranteed within 48 hours. Even if the issue is ultimately unresolvable, we owe the customer a response. Some people will say this is a lot of work.