Hello Seniors,
Require your urgent attention on one of issue in our organisation,one of our employee has used foul language with one of our reputed client.The client has written a mail stating it has badly affected the reputation of the employee.
The employee has accepted his mistake and given a written apology.He is very good performer and his termination wil cause losses in lakhs to company.
Kindly guide me what action can be taken against him ,other than termination so that the client is also satisfied.
Also if termination how do we go about the issue
Thanking You
From India, Mumbai
Require your urgent attention on one of issue in our organisation,one of our employee has used foul language with one of our reputed client.The client has written a mail stating it has badly affected the reputation of the employee.
The employee has accepted his mistake and given a written apology.He is very good performer and his termination wil cause losses in lakhs to company.
Kindly guide me what action can be taken against him ,other than termination so that the client is also satisfied.
Also if termination how do we go about the issue
Thanking You
From India, Mumbai
Hello Mayuri,
Does the client have ANY say in what action they expect your company to take?
Some large clients have a say in how their vendors handle situations [not just such cases].
If NO, then just pull this person out of handling THIS client & put him onto handling OTHER clients.
If YES, then let someone senior in your company speak to this client on the PoA you plan to adopt--shifting him to handle other clients.
Also, pl probe IF this situation was the result of some momentary loss of temper or something more serious--IF the later, maybe you need to WARN the employee not to repeat & if it's repeated, there COULD be severe action on him.
All the Best.
Rgds,
TS
From India, Hyderabad
1637Does the client have ANY say in what action they expect your company to take?
Some large clients have a say in how their vendors handle situations [not just such cases].
If NO, then just pull this person out of handling THIS client & put him onto handling OTHER clients.
If YES, then let someone senior in your company speak to this client on the PoA you plan to adopt--shifting him to handle other clients.
Also, pl probe IF this situation was the result of some momentary loss of temper or something more serious--IF the later, maybe you need to WARN the employee not to repeat & if it's repeated, there COULD be severe action on him.
All the Best.
Rgds,
TS
From India, Hyderabad
Dear Ms. Mayuri_G,
I second Mr. TS on [put him onto handling OTHER clients] -- Well, various situations happen with the Client- Employee in certain. Based on your query, you've mentioned [The employee has accepted his mistake and given a written apology], which certainly means that he had not done it deliberately, there should be always a SECOND CHANCE.
A saying, AFTERALL we are HUMANS! A tendency of unanticipated scenes happen out of blue. You may send a letter/email requesting the client to absolve the person "as he is a good performer and is rueful to whatever happened". Being his first mistake, you may ensure a Memo and any next mistake will be assured an excruciating TERMINATION.
The employee may also implore the client personally for being apologetic and assure that he never reiterates the similiar mistake. Follow "saam daam dand bhed".
From India, Visakhapatnam
I second Mr. TS on [put him onto handling OTHER clients] -- Well, various situations happen with the Client- Employee in certain. Based on your query, you've mentioned [The employee has accepted his mistake and given a written apology], which certainly means that he had not done it deliberately, there should be always a SECOND CHANCE.
A saying, AFTERALL we are HUMANS! A tendency of unanticipated scenes happen out of blue. You may send a letter/email requesting the client to absolve the person "as he is a good performer and is rueful to whatever happened". Being his first mistake, you may ensure a Memo and any next mistake will be assured an excruciating TERMINATION.
The employee may also implore the client personally for being apologetic and assure that he never reiterates the similiar mistake. Follow "saam daam dand bhed".
From India, Visakhapatnam
My suggestions are here
1. As the employee has accepted his mistake and given a written apology, that itself reveals his/her character. Employee could be an asset to your company.
2. As you yourself finding the employee as a very good performer and his termination can cause losses in lakhs to company, better not get in to termination kind of extreme steps
3. Client can not direct vendor to terminate the employee and in case if the client is demanding it, then I would say your client is not mature and the requirement is based more or personal grudge.
4. Allocate another resource to the client and put this employee on another project
5. If unable to find such an expert for the client, probably somebody from business side with employee shall try for a patch up with the client and settle, amicably
From India, Bangalore
1. As the employee has accepted his mistake and given a written apology, that itself reveals his/her character. Employee could be an asset to your company.
2. As you yourself finding the employee as a very good performer and his termination can cause losses in lakhs to company, better not get in to termination kind of extreme steps
3. Client can not direct vendor to terminate the employee and in case if the client is demanding it, then I would say your client is not mature and the requirement is based more or personal grudge.
4. Allocate another resource to the client and put this employee on another project
5. If unable to find such an expert for the client, probably somebody from business side with employee shall try for a patch up with the client and settle, amicably
From India, Bangalore
Dear Ms Mayuri,
Loosing temper with client due to any reason is not an acceptable thing at any cost. Submission of apology to you is also not the solution. I feel if the client is very valuable then you have to think about the client seriously. As all clients are valuable and in your case the client is very important so it's more serious. I feel 1st you must hold an independent inquiry and try to find the circumstances and any fault on part of client as that will help you in pacifying the client.
Secondly if the argument was with some employee of the client then submit the fair report to his boss explaining all the circumstances and request him to pacify the aggrieved person. Tell your employee to patch up with the complainant and he should feel sorry to the person he insulted. If nothing works take back that employee and explain the client that you are looking for a substitute and shall replace this person as soon as you find substitute.
On other side if you find the employee was forced to loose temper by the acts or omissions of other party just tell the aggrieved party that a action under disciplinary provisions is being taken against this employee and just to satisfy them issue a warning letter and some fine like stopping of increment etc. copy to the client and am sure they will be pacified. Later you may not actually implement that punishment. Please understand many times you face such situations where clients demand such things which are not genuine and you have to find a way to satisfy the client without hurting the faithful employees.
Best wishes.
From India, Delhi
Loosing temper with client due to any reason is not an acceptable thing at any cost. Submission of apology to you is also not the solution. I feel if the client is very valuable then you have to think about the client seriously. As all clients are valuable and in your case the client is very important so it's more serious. I feel 1st you must hold an independent inquiry and try to find the circumstances and any fault on part of client as that will help you in pacifying the client.
Secondly if the argument was with some employee of the client then submit the fair report to his boss explaining all the circumstances and request him to pacify the aggrieved person. Tell your employee to patch up with the complainant and he should feel sorry to the person he insulted. If nothing works take back that employee and explain the client that you are looking for a substitute and shall replace this person as soon as you find substitute.
On other side if you find the employee was forced to loose temper by the acts or omissions of other party just tell the aggrieved party that a action under disciplinary provisions is being taken against this employee and just to satisfy them issue a warning letter and some fine like stopping of increment etc. copy to the client and am sure they will be pacified. Later you may not actually implement that punishment. Please understand many times you face such situations where clients demand such things which are not genuine and you have to find a way to satisfy the client without hurting the faithful employees.
Best wishes.
From India, Delhi
Dear Mayuri and Seniors,
Pls do not publicize the matter within Co., you may lose the erring employee anyway.
1. Please consider TRAINING to your Team members dealing with Clients. This would be proactive address.
It is not only Anger management BUT wholesome Communication bit, verbal and oral/scripted- email et al
Get erring persons Deptt. Head to appraise Client
2. Evaluate moving erring employee to other project, till then let his reporting boss interact with Client and not erring employee.
Keep erring employee informed "HOW CONCERNED" the Co is for HIM to develop Empathy in communication, delivering comfort.
Techies getting annoyed at Customer demands is NOT unexpected. Best to include "Client Handling" Training to all Client dealing techies.
After trg is done, let this erring employee share the case with other Trainees "How Good" your Co is !
You would have achieved more than by an extreme step !!
Best,
RB
From India, Delhi
Pls do not publicize the matter within Co., you may lose the erring employee anyway.
1. Please consider TRAINING to your Team members dealing with Clients. This would be proactive address.
It is not only Anger management BUT wholesome Communication bit, verbal and oral/scripted- email et al
Get erring persons Deptt. Head to appraise Client
2. Evaluate moving erring employee to other project, till then let his reporting boss interact with Client and not erring employee.
Keep erring employee informed "HOW CONCERNED" the Co is for HIM to develop Empathy in communication, delivering comfort.
Techies getting annoyed at Customer demands is NOT unexpected. Best to include "Client Handling" Training to all Client dealing techies.
After trg is done, let this erring employee share the case with other Trainees "How Good" your Co is !
You would have achieved more than by an extreme step !!
Best,
RB
From India, Delhi
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