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What can dissatisfied customers teach employees?

What can dissatisfied customers teach employees?

Dissatisfied customers can provide invaluable insights into improving leadership and team management within a company, as highlighted by Caterina Salvi. By analyzing customer feedback, employees can learn what needs improvement and how to enhance communication, which is essential for fostering a unified team culture. Recognizing that every team member possesses unique skills, companies can promote a culture of knowledge sharing that aligns with corporate values and supports career development plans. This collaborative approach not only enhances individual growth but also contributes to overall team and company success. Effective communication is vital, especially between airport and office staff, to break down silos and improve service delivery. According to Caterina Salvi, it is the way we respond to challenges that truly matters. Don't miss more tips and insights on effective team management in the full episode.

2026·Season 3·Episódio 5Highlight
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Caterina Salvi · HR Business Partner

Crescimento da equipa

Watch the full "The Unboxing Talks" Serie

Transcription

00:04

Learning from dissatisfied customers

00:18

"What can dissatisfied customers teach employees?" That's a great question.

00:26

In fact, they can teach us a lot The staff, and even we in Human Resources,have much to learn from our colleagues, our people,and above all from customers, who reflect the quality of our work.

00:43

As Human Resources,we have internal clients who are our colleagues,and our colleagues, especially those at airports,work with passengers.

00:53

As an airline, this is very important, because we often deal with issues involving a single passenger,or sometimes many passengers.

01:05

When problems arise, we usually analyze the situation and learn something valuable.

01:13

To analyze means understanding what we could do better,what we haven't done, what we could do, what we've done well,and what we could reuse, should a future issue ever arise, hopefully not.

01:28

But we've had to analyze this.We've realised that we all have skills, each of us has them,and they're all different.

01:37

We've understood that each of us can contribute something to help others,and above all, that we can all learn from our colleagues.

01:47

A skill I have may be useful to others.We can share and learn. This way, we encourage a positive cycle of exchange—of both experiences and skills.

01:59

This allows each person to grow, and in turn, helps the team and therefore the company grow.

02:05

So, what can they teach us?In reality, they can teach us a lot, as long as we have the willingness to learn.

02:13

I think that's something fundamental.As a company, we're split between airport staff and office staff. Sometimes there's little communication between teams.

02:25

This needs improving,as a kind of wall is often built up as if we were two separate companies, when, in fact,sharing information is key.

02:39

Passengers actually help us a lot with this,because when an issue arises, even if no one's to blame,what really matters is how we deal with it afterwards.

02:55

It's the afterwards that makes the difference, and that's where communication really matters.