? about CMs who make ADRs

[kayla87]

I've had to call about five times in the past two weeks to make and change ADRs for my upcoming trip. The first four ladies who helped me were great, but yesterday I had to call again because I realized I had asked for the wrong day for a Fantasmic Package. The CM was awful, and when I asked for a 5:00 seating, she immediately went "Uh-Uh!" How unprofessional. I ended up with a 4:50 seating. The whole call was awful, and I wish I had just hung up when I had to wait for a minute to even hear her start typing in what I asked for.

Is there any way to identify who helped me, even though I didn't get her name? Someone needs to review her calls, and I regret not having asked for her name before I hung up.

 

[Lynn5700]

Well I know after you hang up with the CM there is a survey you can do about the call...did you do that???

What did she say that upset you so much? What is uh-uh???

 

[ROEDISNEY]

NO there isn't. I learned my lesson the first thing I do now is get there name and write it down before we even start talikng. Last year one CM was so nasty when I ask her her name she hung up on me. What a ?????. Not nice!
I called right back but they said no way of knowing who I talked to. They were not happy about the way I was treated. So before you atart talikng from now on to anybody anywhere get there name.

 

[KELLMILL]

I've had the same experience when I had to call back and change a dinning reservation. Seems like when you call to cancel or change they have a different attitude. Everytime I asked a question, she said the same answer over and over and was very rude.

 

[Lynn5700]

Oh I thought there was a survey...I could have sworn I'm always asked to participate in a survey after the calls.

 

[disnut8]

Sorry you were treated that way. The Cast Members give their name when they first answer the call (like most Customer Relations telephone people do). You can ask during the call for their name again. Most people (not just Disney Cast Members) will become defensive because they suspect (usually correctly) they are going to get into trouble.

As with anything, you will get your share of duds.

 

[kayla87]

Well I know after you hang up with the CM there is a survey you can do about the call...did you do that???

What did she say that upset you so much? What is uh-uh???

I hung up immediately, so I don't know if there may have been a survey if I had stayed on the line.

Her whole attitude was awful, I couldn't understand her because she didn't enunciate, I sat there for what seemed like ages waiting for her to look up the booking info, and the uh-uh just sticks out in my mind because it made me so furious. I heard chatter in the background when she first picked up, which made me think she was in a call center. But after experiencing her, I can't believe she could get by with that when there are other people around. It makes me wonder if she is in-home, and wasn't following the rules (people around her, doing something other than my call and perhaps putting me on hold to do who knows what after I told her what I wanted).

I guess I've just learned my lesson, and I will start asking for names and keeping more complete records of my calls. Thanks for the responses.

 

[tiger4me2]

Yes they do have a survey at the end. I been told by a CM with the Disney Travel Co & I asked for his name for my records so I know who I have talked to. He said so & so but it wasn't his real name. Are they that afraid someone will complain? Opp I guess there are some who would but if the CM did their job correctly why would they have to worry? There is no need for anyone to be rude. I know they are in a tough positon at times where a guest might get nassty with them & they carry it onto the next caller but I find if I ask how are you today etc they lighten up & become nicer not all the times but some of the times.

 

[LilyWDW]

I been told by a CM with the Disney Travel Co & I asked for his name for my records so I know who I have talked to. He said so & so but it wasn't his real name. Are they that afraid someone will complain? Opp I guess there are some who would but if the CM did their job correctly why would they have to worry?

In general if it is a call center then the employees do not give out their real names. This is true with Disney and many other companies. They are known by a specific name during that shift and if someone complains then the supervisor will know who it is. Usually it is to help keep the person on the phone anonymous. It's a safety issue.