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Old 11-11-2012, 04:33 PM   #9
aaarcher86
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Join Date: Feb 2010
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Quote:
Originally Posted by luvmy3boyz View Post
I'm sorry, I was going to back off of this discussion, but couldn't help myself.

I'm a computer programmer and have my MBA. A system used by customer service is one of the tools used to support the customer. It supports the "person-to-person" interaction and is part of the customer service function. To suggest that the reservation system is somehow separate makes no sense. If it doesn't work correctly or is not supplying the correct information, it translates to a less than satisfying customer experience. If the systems aren't sychronized, it suggests to a normal customer that either the company or the agent does not know what they are doing.

If you add more agents, more people can be serviced in a given period of time.

Maybe the OP should have done this or that differently, but I think that people should expect a certain level of service - reasonable wait times, knowledgeable agents, and correct information. If the rooms are available, and the agent says they're not and can't book them, it's a problem. And it is not good customer service.

I have been going to Disney since 1989, and in that time period, have noticed that both quality and customer service have deteriorated. We do continue to go, but probably have lowered our expectations. I understand that as long as people tolerate a lesser standard of quality and service, and Disney is satisfied with the number of bookings, visitors, and revenue, it won't change.

As for the OP, I would suggest that you make sure to do one of their surveys, or provide feedback in some way concerning your frustration with your experience, and perhaps some improvements can be made in the future.
Most of the time that is what is received. There will always be unexpected busy times where the waits are long and the caller:CM ratio is low, or where the CM gives incorrect information. It happens.

It's not the norm. People may not be 'settling for a lesser standard' they're just accepting of the fact that things happen every now and again.
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