TWELVETH Positive STORY

Positive attitude

Most of the times annoyed customer is the best teacher. A satisfied customer usually does not communicate with us or they don't need to communicate with us to highlight our strengths or weaknesses. We should be honest, fair, accept our mistakes and should face problems in their real aspects so it should not remain a problem any more. Inspirational, ethical and just full behavior should be the guideline principal to shape our attitude in our day-to-day dealings with others. Our attitude should be towards team building especially if you are a part of service industry. Here, I would like to share an experience.

The story entails its worth by a gratifying end-result, out of a mishap, in the form of strengthening relationship and boosting goodwill of company in the eye of customer. The customers expressed their admiration of seeing a wonderful demonstration of team work and commitment of TCS employees to deliver maximum to their customers in all circumstances. The story began with the loss of a cheque, dispatched by an ABL branch for clearing in ISB. The grievance of the bank was intensified owing not only to the materiality of amount of Cheque of Rs. 5 million, but, two-folded by the fact that bank's client, Baluchistan University of IT & Management, had a limited time to get amount credited to its account before the elapse of budgeted year. The chronology of events unfolded as follows

Day 1.
The Branch Manager inquired about the cheque. The status of the shipment could not be tracked out at the destination. After carrying out all necessary procedures to trace out the shipment, the destination declared the shipment as lost.

Day 2.
The branch manager was soft, polite and a cooperative person. He expressed his concern that his client, BUITMS, is very much concern about the immediate clearing of this cheque as the budget against which this is issued was about to elapse. He was, also, concerned about that this mishap may affect his recommendation for a new bank branch manager and it was the first high-value cheque which could affect his reputation.

I, as the Sales Manager, decided to help out the Bank Manager even if we need to go out of the way. I briefed the ABM about the issue who allowed me open hand to handle the matter. The first thing I had got to do the beneficiary of the cheque, government university with relatively bureaucratic style of rules & regulation and attitude of higher officials. They were, of course, annoyed but as far P.S to vice chancellor was a personal contact of mine, he, therefore, was taken in confidence and briefed to convince the vice chancellor to sort out the issue instead of making this an issue against us (TCS). He realized the importance of resolving the issue and convinced the vice chancellor. A personal meeting was conducted with the vice chancellor who is a high profile chap having previous experience of NASA(USA).

Day 3.
A request was taken in letter form, from university and personally taken to officials at State Bank of Pakistan in which there were two points
1- Reissue the cheque
2- Delay the payment dates for the cheque.
Along with the letter we attached a letter from our company TCS declaring the shipment as lost which was carrying the cheque in it.

Day 4.
The whole day I was at State Bank and providing feedback to university officials about the matter. Dealing with bureaucracy have it's own irritation especially when you know that they want you to sit and wait for them. But once you learn their attitude you start enjoying it and you smile in your heart, saying look at them as if they are not aware that they are just wasting my time, nothing more than that and they want me to realize that how important they are for you at the moment.

Day 5.
This day started with my first visit to the university and than next visit to State Bank of Pakistan. Thanks to them that they informed me immediately about their direct communication with the vice chancellor about the extension of time limit for the cheque and reconstruction of the cheque. That was some how a normal day for me where I have had a feeling that not hiding the story of the lost shipment and facing it on its front was a right decision.

Day 6
Sitting with the bank branch manager at ABM office in his presence over a hot cup of coffee made me realize that we should always be honest and instead of hiding behind the wall we should face our errors and accept our mistakes and rectify them. These words struck my mind when the bank manager said I think we have countered the situation and things seems to be pretty normal.

Day 7
Vice chancellor called me in person and not only he thanked our organization for providing documentary proof of lost shipment in time, he appreciated our team work also. Where our ABM , CSD staff and myself were really involved in the affair.
Bank manager used to have a cup of tea every evening with our ABM who spared enough time for him to keep him calm and he was saved from an explanation letter from his higher officials. He still visits us and sometime we share the happenings of the event. “I like coming to your office because over here I feel you people really work like a team every job is every ones job" he always gives his comments as a reason why he loves visiting our office….
I feel proud when it reflects our CEO’s –

THINK OUT OF BOX . THINK TCS!

Mr. Umar Khalid (SM)