Go Back   The DIS Discussion Forums - DISboards.com > Disney Trip Planning Forums > Disney Resorts > Disney Discount Codes and Rates
Find Hotel Specials & DIScounts
 
facebooktwitterpinterestgoogle plusyoutubeDIS UpdatesDIS email updates
Register Chat FAQ Tickers Search Today's Posts Mark Forums Read


Reply
 
Thread Tools Rate Thread Display Modes
Old 07-10-2010, 11:59 AM   #1
Trep72
Try not. Do or do not. There is no try.
 
Trep72's Avatar
 
Join Date: Feb 2005
Location: Moore, Oklahoma
Posts: 396

Disney Survey

My apologies if there is already a thread about this.

In the past 3 days, I have spoken with 4 different CMs at the DRC. Each one I spoke with provided world class customer service and I want to encourage everyone who speaks with a CM to provide feedback to them while you're on the call and participate in the surveys they offer.

I've worked in customer service for nearly 20 years and I can say that the "good" comments are rare.

So please, if you've talked to a CM lately, please take the survey at the end of the call or go to http://www.disneysurvey.com/drc and do it online. It's only a few minutes of your time. Do this whether you felt you had a good experience or not. If you didn't, then be constructive in your criticism(s). Perhaps your poor experience will lead to a good one for someone else, or for yourself at a later date.

__________________
Trep72 is offline   Reply With Quote
Old 07-10-2010, 04:00 PM   #2
larryz
Looking for the perfect vacation
 
larryz's Avatar
 
Join Date: Apr 2006
Location: 2FAR2MK
Posts: 6,998

Quote:
Originally Posted by Trep72 View Post
My apologies if there is already a thread about this.

In the past 3 days, I have spoken with 4 different CMs at the DRC. Each one I spoke with provided world class customer service and I want to encourage everyone who speaks with a CM to provide feedback to them while you're on the call and participate in the surveys they offer.

I've worked in customer service for nearly 20 years and I can say that the "good" comments are rare.

So please, if you've talked to a CM lately, please take the survey at the end of the call or go to http://www.disneysurvey.com/drc and do it online. It's only a few minutes of your time. Do this whether you felt you had a good experience or not. If you didn't, then be constructive in your criticism(s). Perhaps your poor experience will lead to a good one for someone else, or for yourself at a later date.

I did it.
__________________
Waiting for Godot. Or the bus to the MK, whichever comes first.
larryz is offline   Reply With Quote
|
The DIS
Register to remove

Join Date: 1997
Location: Orlando, FL
Posts: 1,000,000
Old 07-12-2010, 02:43 PM   #3
2ofUs
DIS Veteran
 
2ofUs's Avatar
 
Join Date: Sep 2004
Location: Kansas
Posts: 559

Nice of you to post this reminder. I ALMOST always do the survey, but once in a while I just truly don't have the time. I do always thank the CM helping me - especially when I ended up not booking anything through them (that is how they make bonuses) - and most of the time they respond by saying what fun they have had on our call.

I, too, have worked in fields involving customer service over the course of MANY years and it is absolutely true - we scream at the top of our lungs when we get a real dunderhead experience, but tend to just smile to ourselves when all goes well. Ironically, it only takes a moment to put a smile in your voice and say 'thanks' to anyone in customer service - and it will always be appreciated.

I always begin what I anticipate as a negative conversation by asking their name, then kindly say their name followed by "I know that this is not your fault, but I'd like to ask that we work together to get this problem solved, okay?" You can almost hear the sigh of relief at the other end.

So, again, thanks for posting the gentle reminder!
__________________


HAPPY TRAVELERS...can't afford it...gotta do it! Now, if only we could fly for free like
2013 5/13-18 YC/POFQ; 2013 Jan 28/31 Disneyland Hotel; 2012 Nov 6/14 AKL/POP; 2012 Mar 14/23 POP/DREAM; 2011 Oct 7 nites on WONDER; Feb 4 nites on DREAM; 2010 Sep 8/16 POP/Bonnet Ck/BLT; 2009 Sep 21/30 & Jan 20/28 POP/SSR & OKW/Bonnet Ck; 2006 Sep 23/30 Poly/OKW; 2005 Jan WLV/Bonnet Ck; 2003 Feb AKL; 2001 Sep off-site; 2000 March AS Music
2ofUs is offline   Reply With Quote
Old 07-12-2010, 05:37 PM   #4
sjs314
"Laughter is timeless, imagination has no age, and dreams are forever" Walt Disney
 
sjs314's Avatar
 
Join Date: Feb 2010
Location: Connecticut
Posts: 10,015

I too am someone who worked in Customer Service for 26 years and negative comments are what people normally leave feedback on. I always take the time to do the survey when I have a positive expierence but with Disney I have never left one when my time on the phone with a CM has been less than Magical , this is because from all I have heard turnover is high and I truely do not think it is always the CM fault, since if they are fairly new mistakes are made, knowledge comes with expierence and time and I don't wish to be the cause of someone perhaps losing their job.
__________________
'89 & '90- Travelodge-Hotel Plaza Blvd,'92 & '93- POFQ,'94-YC,'95 & '96-WL,'97-CSR,'06-AKL,'07-Disneyland Hotel,'09-OKW,F&G '12-BWI,MVMCP '12-BWI,F&W '13-AKL

Shawn 1/9/70-2/13/12
Jason 8/21/79-7/15/09
Sheila
sjs314 is offline   Reply With Quote
Old 07-12-2010, 06:06 PM   #5
Trep72
Try not. Do or do not. There is no try.
 
Trep72's Avatar
 
Join Date: Feb 2005
Location: Moore, Oklahoma
Posts: 396

I'm curious to know if CMs are actually employed BY Disney or if Disney contracts out their customer service/call center work to a third party. I used to work for a third party call center and we took calls for DirecTV, but we were actually employed by the third party, not DTV.

Quote:
Originally Posted by sjs314 View Post
I too am someone who worked in Customer Service for 26 years and negative comments are what people normally leave feedback on. I always take the time to do the survey when I have a positive expierence but with Disney I have never left one when my time on the phone with a CM has been less than Magical , this is because from all I have heard turnover is high and I truely do not think it is always the CM fault, since if they are fairly new mistakes are made, knowledge comes with expierence and time and I don't wish to be the cause of someone perhaps losing their job.
__________________
Trep72 is offline   Reply With Quote
Reply



Thread Tools
Display Modes Rate This Thread
Rate This Thread:

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off

Forum Jump

facebooktwitterpinterestgoogle plusyoutubeDIS Updates
GET OUR DIS UPDATES DELIVERED BY EMAIL



All times are GMT -5. The time now is 08:49 PM.

Powered by vBulletin® Version 3.8.4
Copyright ©2000 - 2014, Jelsoft Enterprises Ltd.

Copyright © 1997-2014, Werner Technologies, LLC. All Rights Reserved.