When you call, do the cms ever get mad?

[robinb]

Of course she should not have been rude to you for asking about a future discount (even though we all know the DIS is the best source for discounts ) However, I have to say that I am more concerned about the amount of information she had at her finger tips than the scolding! The fact that she knew about your saved trips and who ofter your kids have played games and music is downright scary !

 

[dfarner]

I had a very rude cast member last summer. I am always going back and forth about resorts, changing reservations, etc, and I had called several times to ask questions. I don't remember the entire conversation, but she said something very close to what that CM said to you (about me calling numerous times) and her tone and words were enough to make me cry. She made me feel terrible.

 

[RD-SOX]

I spoke to a rude CM back on Feb 14th. I got off the phone and complained to my DH when he interrupted me and said "call back". So I did and I was so happy when I did...

I don't know if you can ask for a CM but my CM was named July, just like the month. She IS WONDERFUL. I wish I could find a way to thank her. She cared enough to ask about the kids what their favorite things are at WDW. I even saved $400 off of my ressie because of a PIN I had, the first CM told me I couldn't use it.

July was the BEST!!! Our July vaction will be wonderful thanks to the CM July!!!!!

 

[CoachBagFanatic]

I spoke to a rude CM back on Feb 14th. I got off the phone and complained to my DH when he interrupted me and said "call back". So I did and I was so happy when I did...

I don't know if you can ask for a CM but my CM was named July, just like the month. She IS WONDERFUL. I wish I could find a way to thank her. She cared enough to ask about the kids what their favorite things are at WDW. I even saved $400 off of my ressie because of a PIN I had, the first CM told me I couldn't use it.

July was the BEST!!! Our July vaction will be wonderful thanks to the CM July!!!!!

How ironic, Your CM was named July and your vacation is in July. I really don't think that we can request a certain CM again but I have spoken to one CM Danielle Grace three times. She was really wonderful as well. We are also going in July too. Have a great trip.

 

[RMulieri]

HOLY HELL! I would have stopped her mid-rant and asked for her superior .What a nasty grouch

 

[momof3lovebugs]

Of course she should not have been rude to you for asking about a future discount (even though we all know the DIS is the best source for discounts ) However, I have to say that I am more concerned about the amount of information she had at her finger tips than the scolding! The fact that she knew about your saved trips and who ofter your kids have played games and music is downright scary !

This was actually what made me irate. That is really downright shocking and scary that they have that much info at their access. Why? What right is it of theirs how much research I do and whether my kids play their games? What relevance is that to the conversation? I would be definitely filing a complaint. That is just flat out unacceptable.

 

[DisGirl23]

I can honestly say that I've never had one rude CM when I call! In fact, when I called last April to book our fall trip, I was on the phone with Maxwell for over an hour! He started out being so helpful when I couldn't get my debit card to go through online. He was able to get it to go through in 3 smaller payments. He tried again to get us a room at our original choice (Pop), with no luck but, the persistence was appreciated. Suggested restaurants for DBFs first trip. He told me about how he used to work at Universal Studios on the night shift and parking his car (a classic I can't remember) in front of Mel's Diner and taking photos... he was the greatest!
And everyone after that was great! From making payments, ADRs, even when I was there booking the bounceback (don't remember her name but, she kept asking what else we had done so far and what else we had planned).
I'm sure there are some crabby CMs out there and sometimes it's just a bad day for all of us... I'm sorry you had to deal with one of them. Definitely takes some of the magic away.

 

[kaytieeldr]

I don't know if you can ask for a CM but my CM was named July, just like the month. She IS WONDERFUL. I wish I could find a way to thank her.

Sure there is.
Go to the survey linked on the first page of this thread.
or
Call back and ask for a supervisor. Get names. Commend 'your' CM, providing details.
or
Write to wdw.guest.communications@disneyworld.com with, again, as much detail and as praisingly as you wish.

 

[Rylee]

When I call, I always have a pen and paper to write down prices, confirmation numbers, etc., and the first thing I write down is their name! (And it is almost always two names together, like... Billy Jean, Susan Lee, etc., possibly to differentiate between same first name CM's.)

One time when trying to make a LeCellier reservation, after asking her to check a couple of times on a certain date, I started to ask her to check a different date, and she cut me off, saying, "That is one of our most popular restaurant, I doubt you'll get in," as if to discourage me from having her check other dates and times. Now, I just do it myself, online.

 

[momof3lovebugs]

When I call, I always have a pen and paper to write down prices, confirmation numbers, etc., and the first thing I write down is their name! (And it is almost always two names together, like... Billy Jean, Susan Lee, etc., possibly to differentiate between same first name CM's.)

One time when trying to make a LeCellier reservation, after asking her to check a couple of times on a certain date, I started to ask her to check a different date, and she cut me off, saying, "That is one of our most popular restaurant, I doubt you'll get in," as if to discourage me from having her check other dates and times. Now, I just do it myself, online.

How do you do it online?

 

[Disneyadore]

Maybe this is why some CM are rude sometimes?


Disney call center employee: American visitors are “demanding, rude, nasty and foul-mouthed”

May 12, 2009

When it comes to this weekend’s Travel Troubleshooter column about a Disney vacation that lacked a little magic, there’s no middle ground. Either you side with the unhappy visitor whose monorail broke down and whose room wasn’t up to his standards, or you believe the real victim was the Mickey, who compensated the customer in the end.

Want proof? I have hundreds of e-mails.

But perhaps the most surprising reaction came from within Disney. Cast members (that’s what they call employees at Disney) decided to chime in with their customer experiences. The most memorable e-mail was from a call center worker who, for reasons that will soon become clear, wishes to remain anonymous.

My daily duties include taking calls from our guest at the 23+ resorts on property. As you can imagine we take over 16,000 calls on a daily basis, everything from extra towels to any complaint a guest can come up with.

Most complaints are real. Others are so far out there you shake your head and wonder what kind of upbringing this person had.

Don’t get me wrong. I love my job. But I could write a book about some of the things some people come up with. If it’s OK with you I would like to share a few.

I took a call from a guest a few months back who was staying at one of the resorts, and on this day we were having technical problems with the cable service across property and it was being tended to, this guest calls and I explain what’s going on and give him an ETA for the repair to which he responds — and I quote — “I did not spend $5,000 to come to WDW and not be able to watch cable TV.”

I can’t tell you how badly I bit my tongue, but if I could have I would have told him that he did indeed spend $5,000 to come to WDW and not watch cable TV; he spent it to be in the parks having fun with his family.

I have had a guest demand we credit her room account one full day because she had a light bulb burnt out in her bathroom and it was causing problems for her to put her make-up on.

I want to tell you that for the most part at least 90 percent of these calls have come from American tourist. They are demanding, rude, nasty and foul-mouthed people that think that because it’s Disney we will bend over for them and if we don’t, they want to report us to a manager.

Please people, get a life. Just like you, we are hard working people happy to have a job. And if we say sorry, we can’t accommodate you, that means we can’t. We are not taught to lie to the guest but you will each and every time ask for a manager who tells us what is and what isn’t possible.

The 10 percent that are English or from other countries are so pleasant and funny and don’t care what kind of room they have. I love those calls they make my day go faster and they make me smile.

Anyway, I hope this gives you some insight into the way American tourist are when they come to WDW. It’s never fun dealing with them because all they do is demand, demand, demand.

Have a magical day.

I have no reason to doubt that many of the folks who call the Disney complaint line are difficult. My question is: How did they get that way?

Were they always unmannerly? Or did the gradual degradation of the overall travel experience — for example, being treated like a number by their airline or being socked with surcharges when they rent a car — turn them into boorish ingrates?

People know that Disney cast members are held to a higher standard than many other travel industry employees. Does the knowledge that they’ll “bite their tongues” make them take certain liberties with the tone of their complaints?

Maybe this is as good a time as any to look inward and ask ourselves how we got here. Do American travelers act like spoiled children when they’re on the road?

If so, what do we do about it?

Link: http://www.elliott.org/blog/disney-call-center-employee-american-visitors-are-demanding-rude-nasty-and-foul-mouthed/

 

[Rylee]

How do you do it online?

Are you asking how to make restaurant reservations online?

Go to the WDW site.
Click on PLAN or BOOK.
Find the restaurant you are interested in. (On the left of the page, you can narrow down the restaurants by location.)
One you find your restaurant, click on BOOK NOW, and fill in the information.

 

[crushonmickey]

DisneyAdore - That is a very telling post. I don't understand why people have to be nasty when there is a little problem. It's vacation at the Happiest Place on Earth, for Pete's sake!

 

[momof3lovebugs]

Are you asking how to make restaurant reservations online?

Go to the WDW site.
Click on PLAN or BOOK.
Find the restaurant you are interested in. (On the left of the page, you can narrow down the restaurants by location.)
One you find your restaurant, click on BOOK NOW, and fill in the information.

Yes! Thank you!!
And omgoodness to the post about U.S. tourists.....ick! I will be one of the first people to lodge a complaint when it is justified, however, a burnt out light bulb nor improperly functioning tv is not a justifiable complaint. My toilet overflowing its contents into the bathroom is a justifiable complaint. (and yes, not at disney but I did have that happen. gag! )

 

[Disneyadore]

DisneyAdore - That is a very telling post. I don't understand why people have to be nasty when there is a little problem. It's vacation at the Happiest Place on Earth, for Pete's sake!

It is always good to keep in mind that the people behind the phones are human beings that have feelings. It could be a mother that recently lost here baby or a son that just buried his dad.
They are no robots that can wave a magic wand and give in to all our demands.
And yes I can very well understand that after a few "customers" that curse on you they get irritated and frustrated.
May by we would even be worse who knows? As long as we didn't walk there shoes its very hard to judge them.

 

[MYD714]

I've only ever had one rude CM, but to be fair I was accidentally rude myself first. I called a couple of months ago to switch resorts. I was having a really hard time understanding the CM's English and had to keep asking her to repeat herself. Anyway, she put me on hold to do her thing and my mom walked into the room about that time. My mom asked me if I was still on the line with Disney and I told her yes, that it was taking longer than normal because I was having trouble understanding the CM. Wouldn't you know that the CM came back on line just in time to hear the last part. She got really mad and informed me that she spoke three languages and asked me how many I spoke. I apologized, but then afterwards was upset with myself for doing so. I swear it was just an innocent comment to my mom that I made when I thought I was on hold. I wasn't upset or anything about it. I just told her why it was taking so long to make the call, but the CM was really insulted that I was having trouble with her English and went off on me.

I don't think you were being rude; you were stating a fact. It doesn't matter how many languages she spoke--she was hard to understand and that's all you stated. A fact is a fact, and she should've just accepted your apology--or even better, she should have just let it go in the first place.

 

[MYD714]

Maybe this is why some CM are rude sometimes?



I want to tell you that for the most part at least 90 percent of these calls have come from American tourist. They are demanding, rude, nasty and foul-mouthed people that think that because it’s Disney we will bend over for them and if we don’t, they want to report us to a manager.

Please people, get a life. Just like you, we are hard working people happy to have a job. And if we say sorry, we can’t accommodate you, that means we can’t. We are not taught to lie to the guest but you will each and every time ask for a manager who tells us what is and what isn’t possible.

The 10 percent that are English or from other countries are so pleasant and funny and don’t care what kind of room they have. I love those calls they make my day go faster and they make me smile.

Anyway, I hope this gives you some insight into the way American tourist are when they come to WDW. It’s never fun dealing with them because all they do is demand, demand, demand.



/[/URL]

This is a ridiculous sweeping generalization about Americans.

 

[Rylee]

This is a ridiculous sweeping generalization about Americans.

I totally agree.

 

[DaniB]

Of course she should not have been rude to you for asking about a future discount (even though we all know the DIS is the best source for discounts ) However, I have to say that I am more concerned about the amount of information she had at her finger tips than the scolding! The fact that she knew about your saved trips and who ofter your kids have played games and music is downright scary !

That was my first thought! I wondered if anyone else was going to mention it.

I REALLY DO NOT like the idea that they have all that information at their fingertips... makes me feel very distrustful of WDW's reservation methods and how they distribute their pins...

 

[Disneyadore]

This is a ridiculous sweeping generalization about Americans.

Sorry but as far as I can read the article came from an American.
(It was nothing I made up myself)
His name is Elliot. Maybe you could send him a mail with your concerns?

And just for laughs.


Steve P. May 14, 2009 at 8:53 am

Living in Central Florida, I’ve seen some of the tourists going to Walt Disney World. I just wanted to share a story of an experience I had while at Guest Relations at Animal Kingdom.

To preface this, there’s an attraction called “Kali River Rapids” or somesuch that basically is a water flume ride. There’s one part that has a forest on fire, to express the deforestation of parts of Asia. OK, preface over.

A woman who was obviously sunburned was in front of us with another female companion, loudly complaining to the cast member that the ride “burned them”. Listening to the story, she stated that she had rode the ride that morning (it was around 3pm when this occurred), and over the course of the day, her “burn” was slowly getting worse and worse, and this ruined her day. She demanded a free pass to another park (the park was scheduled to be open until 5pm), and a free ride back to her hotel on International Drive (meaning, not a Disney Hotel) because she felt she could not deal with bus transportation. The cast member apologized, offered to call paramedics or other staff to provide first aid and ice water to the woman who felt she was injured by the ride (and at this time also claiming heat stroke). Obviously not getting what she wanted, she huffed off proclaiming she would “never come to Disney again.”

It was a lot like the show “Airline”. All these folks declaring their detest for Southwest Airlines – but come on, how many are flying with them next week/month/vacation? In this case, either the woman was ignorant to the causes of sunburn (and this was June on a very sunny day with temps around 95 degrees), or she was a scammer. Sure, vacations can be ruined for a myriad of reasons, but playing the victim is a tired role indeed, especially when the aggrieved person is not taking an active role in obtaining a solution and/or taking responsibility of the problem itself.

It’s one thing to blame others for issues, but when the blame falls on yourself (and you’re still demanding/rude/angry), then that’s a serious personality issue. There are those, unfortunately, that feel that blame should be issued to others, and in some cases that is certainly justified. However, there are cases that there’s no one else to blame, and there’s absolutely no way to placate these people when they act out.