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Old 11-03-2012, 01:20 PM   #1
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What happened to Member Services

Is it just me, or is there a decline in the quality of service through member services? When I call member services, they just seem to be lackluster and not enthusiastic and "magical" like they used to be. So glad I can book and do so much online now.
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Old 11-03-2012, 01:35 PM   #2
Chuck S
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Don't you bet they've had some layoffs or reassignments after the web reservation system came online?

That said, I've called MS twice during the last month. Once to make a reservation for myself that crossed my use year, as the online system can't handle that, and the rep was bubbly and helpful as ever.

The next time I called and booked ME for friends of mine that are using my points in January and the rep was efficient and helpful, but very business-like, not bubbly. I think a lot simply has to do with the individual's personality...plus, having worked customer service myself for many years, you don't know what the last member she spoke to was like. The member may have been demanding.

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Last edited by Chuck S; 11-03-2012 at 01:46 PM.
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Old 11-03-2012, 01:37 PM   #3
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Originally Posted by 4mcbjCtr View Post
Is it just me, or is there a decline in the quality of service through member services? When I call member services, they just seem to be lackluster and not enthusiastic and "magical" like they used to be. So glad I can book and do so much online now.
I don't think their quality of service should be rated on "lackluster, enthusiastic & magical" but on if they are performing their duties and assisting you with your needs.

They are basically a call center and for the most part, I have always found them very helpful, and doing their jobs to the best of their abilities. If I ran into a snag, which has not been often, a supervisor was always able to assist further.

So please don't rate them as if they are characters that are there to provide "magical" experiences only.
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Old 11-03-2012, 01:52 PM   #4
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I have spent an enormous amount of time calling MS over the last couple of months. Lots of cancellations, rearranging, rebooking, etc. Haven't had one clinker in the bunch. I personally think MS has vastly improved over the last year. Not that I ever had a particularly bad experience, but there were a couple of times that I actually had to call back to reaffirm things because the call got so confusing. Plus I ALWAYS do the survey at the end of the call. It seems to have made a difference.

I think MS has improved since on-line booking because you can "see" what's going on. Maybe it's just me.
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Old 11-03-2012, 02:12 PM   #5
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Although I use online services, I still call ms for some things. They have been helpful and always asked if there was anything else that they could check before the call was complete and asked if we were celebrating a special occasion for upcoming reservations; the telephone call experience would go well. We do participate in every survey, and in one particular experience it was less than magical, in fact poor, after rating so, the prompt offered to have a supervisor call me back, which I did very soon after. We discussed the overall phone call, experience, the ms rep, and the issue was resolved immediately.
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Old 11-03-2012, 03:12 PM   #6
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I have not noticed a difference. When are you calling. If you are calling on the weekends or later hours, some calls are rerouted to non DVC areas to be answered.
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Old 11-03-2012, 07:48 PM   #7
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I had the same experience as Chuck S with my two most recent calls...the first one was absolutely delightful. The CM assisting me was very efficient, while being warm and friendly. The second CM I spoke to was very business like and handled my requests, but did not go out of her way to interact with me on a personal level. I was happy with the performance of both CMs...but definitely preferred speaking with the first one.
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Old 11-03-2012, 08:30 PM   #8
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Originally Posted by 4mcbjCtr View Post
Is it just me, or is there a decline in the quality of service through member services? When I call member services, they just seem to be lackluster and not enthusiastic and "magical" like they used to be. So glad I can book and do so much online now.

IDK, I called on Friday with some questions about extending a reservation and I recv'd possibly the best phone customer service I've ever received in my life. I know that may be extreme, but the lady was patient, incredibly helpful, informative, etc.. Definitely an A+++
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Old 11-03-2012, 10:51 PM   #9

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I haven't noticed a change. They give better service than the airlines. At least MS let me know my flight departure time had been changed when I went to book ME. United didn't have the courtesy to do the same.
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Old 11-04-2012, 02:32 AM   #10
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My recent experiences with MS have been great. One CM, and I wish I could remember her name, took initiative and suggested an alternative which made a Christmas trip possible. Had she not done so, I don't think the thought would have dawned on me. Unfortunately, every time I've remained on the line to do the survey, I get disconnected! That's unfortunate as these CMs have been doing excellent work.
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Old 11-04-2012, 05:17 PM   #11
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I've been calling a lot lately with multiple trips including a cruise. I haven't noticed any difference in cm's. The cruise was a 3 way call with friends which had us on hold for maybe 10 to 15 min. twice. The cm was very patient and friendly through the whole call which could have lasted a good 30 min.

I had one cm who chatted quite a bit, very friendly, told me about his upcoming trip to Aulani. I've also had cm's who were businesslike but always polite.

When I call I know I'll get all kinds, some people are having a better day than others.
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Old 11-05-2012, 08:01 PM   #12
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I haven't noticed a change either. Knock wood, I've never been disappointed in the service from MS.
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Old 11-05-2012, 08:44 PM   #13
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Over the last few months I've had to call MS a number of times to add/delete family members on reservations, and add ME for some flying in. Every time I've had a friendy CM, knowledgable and quick at doing what was needed to be donefor me. No problems here.

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Old 11-06-2012, 05:41 PM   #14
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I haven't notice but will say 98% of the time member service has been great and very helpful. I always normally try calling mid day on weekdays only, when the call volume is much lower.

Last edited by CHD New York; 11-07-2012 at 11:34 AM.
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Old 11-06-2012, 05:51 PM   #15

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I completely DISAGREE. I had several calls to MS this week and every one of them was extremely "magical'. And I was calling with a variety of issues - combining ressies, changing names (more than once!) and creating "traveling with" links. Every MS rep I spoke with was wonderful!

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