Kunj seems tensed. Kunj got a call from Antony regarding an escalation came to installation team (Twinkle’s team) and is asking him to give the clients an explanation on it. Kunj has asked Twinkle to look on it and give him explanation.
* Escalation – A mail sent by the client to higher authorities of company to point out the error in process. This mail needs to be replied immediately with proper explanation/ an apology if error was from company’s end. Or else it will make a bad impression of company on client end.
Twinkle: Kunj, I have checked it. The mistake is not done by my team. It is done by Harpreet, Alisha’s team.
Kunj: Twinkle, I don’t want you to get into a blame game. What I expect from you is an apology letter as the team lead of Installation team. James has clearly mentioned in his mail that Neha (Twinkle’s team) has done this mistake and he has pointed out her name clearly. So I don’t want you to dig out anything. Just need an apology letter.
Twinkle: I am sorry Mr. Kunj. I won’t apologize unless and until there is a mistake done by my team. James is a local vendor at US and he doesn’t know much about it. So he just checked and picked up the first user as culprit, which is not true.
Kunj: Twinkle, we don’t have time. I need an apology letter. That’s it. You report to me and it is your duty.
Twinkle: Sorry Kunj. I agree I report to you and it is my duty. But I am the team lead of Installation team and I have some resposibilites towards my team members. I won’t ask Neha to admit a mistake which she has not done. Probably she will take the blame if I ask her to do so. She is a brilliant process analyst and I can’t demoralise her by doing this.
Kunj: Twinkle, listen to me.
Twinkle: Sorry Kunj.My team members look upto me. I can’t let them down. I can send you a mail explaining the exact scenario which will show that Harpreet has done the mistake copying Alisha so that Alisha can send an apology letter if needed.
Kunj (raises his voice): What do you think of yourself? I need an apology from you and that’s final.
Twinkle: I tried to make you understand. But I guess it is the other way around. If you want to return favor to your friend Alisha, do it in some other way. I won’t allow you to do it by blaming my efficient team members. I know you can take action on me and I am ready for that.
Kunj: How dare you? Tumari himmat kaise hui mujse iss tareeqe se baat kerne ki? Do you know what could be the consequences?
Twinkle: Whatever. I am ready to face it.
Kunj: Tume nahi lagta tum kuch zyada hi overconfident ho apne team ko lekar? Galtiyan sabise hoti hai. (Don’t you think you are overconfident about your team? Mistakes do happen.)
Twinkle: I am not saying my team is perfect. They will also probably end up in errors and get escalations. But if at all it happens, I know how to handle the escalation and I will do that. In that matter, I am damn confident.
Twinkle leaves from cabin.
Kunj to himself: Alisha was right. She is so rude and has got so much attitude…Samajti kya hai ye apne aap ko? Abhi akal tikhane lagata hun iski… (Who is she to throw so much attitude? I am gonna show her who Kunj Sarna is.)
Kunj calls Twinkle at her desk phone.
“I need you in my cabin right now. It is an order.”
Twinkle comes back to his cabin.
Kunj: Look Twinkle
Twinkle: One minute Kunj. If you are intending to have a huge argument in a raised voice, I am not interested. There is no point in it as my decision won’t change. When I went out, the entire team was looking at me as we raised our voices. This is embarrassing for both of us.
Kunj understands her point and makes himself calm.
Kunj: Be seated. We need to discuss it.
Twinkle: Sure Kunj. Can I use your system so that I can explain what exactly the issue is?
Twinkle pulls a chair and sits nearby Kunj so that both of them can see his system.
Twinkle: I hope you remember the brief description we gave you on day 1.
“Basically the process starts from my team and then the orders move to Alisha’s team if they need a change and then to Sanjay’s team if at all they are interested in disconnecting. This is the basic flow of the process.”
Kunj: Yes I know.
Twinkle: First this switch was installed in Dallas by Nehas as per customer request. I mean installation done by my team. Later the customer needed his switch to be changed from Dallas to Texas which is an alteration of existing switch. So order goes to Harpreet (alteration team). Now the issue here is that switch is altered to another location, but not to Texas. So the customer has escalated it.
Kunj: Okay. I understood that it was Harmeet who placed it at a wrong location. So my question is why James pointed Neha as culprit then.
Twinkle: He is a local vendor. He just opened the order and found the first user name as Neha. He just picked her name. Generally we need to find the last user name which here is the second user Harpreet. Hope you understood.
Kunj: Okay. Now I agree. You can send me letter stating the scenario with copying Alisha so that she can take it further.
Twinkle: Sure Kunj. Thank you very much for understanding…
Twinkle sends mail and the escalation is resolved as Alisha has sent an apology letter as required. Customer sends a mail copying all of them appreciating Twinkle as she really made effort to find out the real error in the process rather than directly apologizing.
Kunj is happy to see the mail.
Kunj smiles and thinks. “Bandi me dam to hai… Head strong girl. Kya kuch nahi kaha maine usse…I compelled her in every manner. But she stood by her team. Kudos to her team spirit. I think I should appreciate her…
Kunj calls Twinkle to her cabin.
Kunj: Have you seen the mail? Congrats.
Twinkle: Thank you Kunj.
Kunj: Sherni ho yaar tum to..Kya ladai keri mere saath… (You fought with me like anything)
Twinkle: I know. Jab apne team pe aati hai, aur me sahi hu to thoda garam ho jati hu… (When it comes to my team and I am 100% sure that I am right, I get a bit raised.)
Kunj: Thoda? ha…? (A bit?)
Twinkle: I know thoda zyada rude ho jati hu me… (I know I behaved rudely) I am sorry.
Kunj: Anyways I am also sorry. I misunderstood you. I should have listened to you earlier.
Twinkle: That’s okay Kunj.
Kunj: I think you owe me an apology for something else also. Don’t you?
Twinkle: Returning favor vali baat… I am sorry. It was just a slip of tongue…
Kunj: No, I won’t believe you.I am sure it was not a slip of tongue. You had this thought in your mind. That’s why it came out in anger. I am really disappointed with the picture of mine you had in mind.
Twinkle: I am sorry. I heard it someone saying on Day 1 and I don’t know how it got stuck in my mind. I am sorry. Really.. I mean it.
Kunj: That’s ok. Don’t judge people, before you know them.
Kunj: That doesn’t mean that I am angry on you. In fact I am impressed with the way you stood by your responsibilities as a team lead.
Twinkle: Thank you.
Let me know if you have any difficulties with the official terms.I will post the next episode on Monday…