I had an interesting interaction with someone in another department today. In my role my team escalates issues they are having with our operations team so I can help get to the bottom of it while they move on. One of my team was on his 3rd follow up for a customer request without any response to email, call or teams msg in 5 hrs (1 hour is standard) called the operations team member, asked him if he had seen the request. He then yelled at me for about 15 min that I don’t know anything…

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We have weekend teams that work Friday to Monday. He is a weekend employee. Most of our customers require 30 minutes or less on tracking requests so it’s an expectation of the support role. Interesting assumption though…if myself and my team were working why would I be referring to someone who isn’t scheduled on Sunday? Imagine being so blind to alternative schedules … The world runs 24/7 if you enjoy having shelves at grocery stores stocked thank your truckers and my coworkers for keeping it running, even on weekends.

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In what world is there a one hour expected response rate on a Sunday?

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I get communications about customer issues that come in on the weekend. However, I don’t respond to them until Monday. It’s not that I’m not working on the weekend but the weekend is busier and I’m not gonna put off a customer in front of my face to respond to an email. Either way, the response he received was completely inappropriate. Their direct manager should issue them a warning. Continue to do your job the way it is meant to be done and set that expectation that you’re not gonna put off your duties due to this interaction and will keep doing your duties of inquiring. Make sure you follow up with his leader. In addition to that five hours overdue in one hours is the expectation is him not doing his job properly. If that continues his direct leader should also address his performance. Of course at the end of the day your own company should have specific processes in place of how you would deal with insubordination.

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I appreciate it thanks, I’m my 6 years here I’ve never had such an aggressive response. Being a new lead all of my current team members are great, so I’ve been fortunate until now.

And have no business butting in where I don't belong. TBH I got frustrated after him yelling following one simple question and asked that he please not address me in a way he would not address his own leader as I am in a parallel role. His response then was to tell me that I should never contact him again then and only go through his team lead to speak to him. I wasn't sure where to proceed so I sent a note to his leader (who doesn't work sundays) to pull the call log. But I'm a bit lost how to address moving forward as a younger leader and now feel disrespected by this older male.

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