Do customers proactively communicate instances of service failure and dissatisfaction to their service provider?

Do customers proactively communicate instances of service failure and dissatisfaction to their service provider? Why or why not? When a service failure occurs, what are the key steps a service manager should include in their service recovery?

As a service manager, in a perfect world, 100% of customers would proactively communicate with service firms when there were instances of failure or dissatisfaction. Once the service manager was aware of the customer dissatisfaction, the service manager would take steps to resolve the customer concerns, and the customer would be once again satisfied with the service experience.

Do customers proactively communicate instances of service failure and dissatisfaction to their service provider? Why or why not?

When a service failure occurs, what are the key steps a service manager should include in their service recovery?