Question

Rebecca works with United Technologies, a Chicago based company. She is talking on the phone to Abhinav, the manager of one of United Technologies vendors for customer service outsourcing.
Rebecca: We really need to get all of the customer service representatives trained on our new process in the next two weeks. Can you get this done?
Abhinav: That timeline is pretty aggressive. Do you think it’s possible?
Rebecca: I think it will require some creativity and hard work, but I think we can get it done with two or three days to spare
Abhinav: Ok.
Rebecca: Now that our business is settled, how is everything else?
Abhinav: All’s well, although the heavy monsoons this year are causing a lot of delays getting around the city.

Two weeks later…
Abhinav: We’ve pulled all of our resources and I’m happy to say that 60% of the customer service representatives are now trained in the new process. The remaining 40% will complete the training in the next two weeks.
Rebecca: Only 60%? I thought we agreed that they all would be trained by now! Abhinav: Yes . The monsoon is now over so the rest of the training should go quickly. Rebecca: This training is critical to our results. Please get it done as soon as possible. Abhinav: I am certain that it will be done in the next two weeks.
Reflection… 1 .Did Abhinav agree to the initial timeline requested by Rebecca?

2. What might Rebecca be thinking aboutAbhinav?

3. What might Abhinav be thinking aboutRebecca?

Answer 1

• Abhinav was slightly skeptical about the timeline and asked Rebecca whether he would be able to achieve the target or not.
• Since Rebecca was confident that the customer service representative would be able to pull off the target within the two weeks Abhinav agreed.
• Rebeka might not be really happy with Abhinav Singh it was told to Abhinav that the training is critical and needs to be completed within 2 days.
• Abhinav the other hand knew the timeline was aggressive and so was not very confident about it.
• He might be thinking that Rebecca is not such a good client as she was not very sensitive about the problems faced by Abhinav.