"Communication failure" is a catch-all term that describes the cause of probably 90 percent of all business problems. Failures to communicate happen in many ways, for many reasons. Let's examine some of these and what can be done to correct them.
Partly this can be looked at as an attitude problem but mostly it stems from failure by the bosses to communicate to everyone who works for them that customer satisfaction is everyone's responsibility. In fact, take it beyond customer relations. Anything that impacts your company's ability to perform its work profitably should be of concern to everyone from the owner to the lowest-paid employee. Not everyone has it in his power to correct the problem. Some may not even understand the issue at hand but everyone must be expected to notify someone else when a problem or request needs to be dealt with.