ducklite said:
This is NOT a bash against the peole in CRO. They can only know what they are trained to know, and offer information that they've been given.
Last night I called to book a room at WDW. I specifically asked for GF, Main Building, RPC. The woman I spoke to was new, she told me she was. Several tiems she ahd to put me on hold to check with her coach on how to do something. She came back and told me she was booking me into Lodge Tower concierge. I told her that was not main building, it was in Sugar Loaf. She again asked me to hold, then came back and told me that her coach agreed it was main building. I told her I'd think about it and hung up.
I called back and spoke with a guy who told me that there were no rooms in the main building. So I asked for 14th Foor at the CR. He told me he could give me a room in the "Tower Club". That's the 12th Floor I tell him. He then tells me there is no difference! Again I told him I'd have to call back and hung up.
I gave up for the night and called this morning. Got Dalio who has been with CRO for over seven years and she knew her stuff. She agreed that both of the others had been wrong, and was able to find several rooms in the GF RPC as well as 14th Floor at the CR. I booked the GF RPC which I had wanted to begin with.
My point is that the other CM's had obviously not been properly trained, and/or the materials they had were incorrect. Can you imagine if I didn't know the correct information and arrived expecting something I didn't book? I'm really wondering if that is the root of many problems that people have at check-in.
Disney Executives--if you are reading this (And I know you do...) PLEASE, get your people better training! It might take a couple extra hours of training time, but you'll have much better guest service and happier guests in the long run!
Anne
Oh, Anne...what a frustrating nightmare!
So sorry to read you too have recently experienced numerous problems with this department. I phoned last week just to "check" on some possible reservation scenarios and availability to add to our summer plans. I came away with a similar amount of angst.
I then called back the next morning, and had no problem obtaining the "correct" information necessary from a very well-trained and Knowledgeable CRO.
From now on, the first question I will ask the WDW CRO is exactly "how long" have they been employed in the reservation department?!?
My time (as I'm sure most everyone else is included in this statement) is simply TOO valuable to "waste" on the phone with an inexperienced CRO. I do not believe it is my position to "educate" these employees though a series of silly, nonsensical questions regarding basic FACTS they should ALREADY know!! I have very little (okay...ZERO) tolerance for blatent incompetence, and did precisely as you wrote. I terminated the call asap with the "lost" lamb associate, fully consigned to phone AGAIN.
I too, ponder what happens to the less-experienced/informed prospective guest during such an encounter. Do they reserve the "Tower Club" believing there's NO difference???
I believe many actually do, resulting in a series of problems. I've stayed "both" and there is a DEFINITE difference!
PLEASE DISNEY...GET IT TOGETHER (in this dept).
Perhaps TAPE each and every call, and link the respective CRO by # to each inquiry (in the database). Each caller should receive a specific #/ID, which could be traced and reviewed by supervisors if necessary (the entire conversation and information exchange). This would not be very difficult, especially considering the tremendous amount of technology available to such a massive & powerful company.
I also must agree with the general consensus of the underlying opinions posted on this thread. There seems to be a horrid lack of "proficiency" in our market-driven world, where customer service takes a back seat to enterprise/profit. Last week, my new mortgage company paid my county taxes, AGAIN. I "pre-paid" these myself prior to setting up the new account/escrow funds during my recent refinance. What a mess! Due to their error, I had to visit the Co. Tax office yesterday, and begin the refund process (which takes the county another 8+ weeks!). This is my bi-annual tax payment, to the tune of thousands of dollars. I truly detest mopping-up after such atrocious blunders...which could have been easily avoided with one simple call!
Incredible.
TigrLvsPooh~GREAT suggestion...but then again, all the other "clueless" CRO's would never receive ANY calls!!!
I'm sure this is why this system has never been implemented.
Shells9~I truly believe some of the CRO's are baffled/confused by the "acronyms" we tend to use (ie: CRT, PS for CGF, etc) as experienced WDW guests! Also, it's nearly second-nature (subliminal) for us to use these terms and abbreviations when requesting a reservation, as we consistently utilize them on this forum. Perhaps they should have a "cheat-sheet" next to the phone/computer, with every possibly combo for this type of colloquialism usage! (LOL).
IMHO...the BEST way to improve upon SOME of the problems associated with Anne's unfortunate experience, would be to permit the CONCIERGE STAFF of each WDW resort to personally make all reservations for their own department/section. Many of the upscale resorts I frequent employ this very method. It's so wonderful, as the staff is small and personable. I am able to phone the concierge desk directly to facilitate my requests. It's a fabulously satisfying and rewarding experience, as all are extremely proficient. They actually ask ME questions (ie: Would you like a butler for your suite? Will you be needing limo or other transport to/from the AP? Do you have any special requests of requirements? ETC).
The concierge staff at these properties carry their own business cards, and handle the same clients for years. It creates a mutually beneficial relationship for the resort and guests.
Thanks again Anne, for posting this subject for discussion/review. I hope the execs read the entire thread, and make some overdue renovations to the Central Reservations department. The simple basic scientific concept of OCKAM'S RAZOR should promptly be applied by the "almighty MOUSE~powers" that be.
From your keyboard to God's ears! (We're still free to DREAM, right Anne?). 
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