Almost funny....if I wasn't sooo mad!!!!!!

[UrsulasMyHero]

Argh. The same thing happened to me last year trying to get Cinderella breakfast reservations. I knew I was screwed when after being on hold for a few minutes, the 'computer' answered rather than a live person. It wanted me to enter my home phone number (followed by the pound key ) and then asked me how many times I'd visited WDW... blah, blah, blah...
Well surprise, surprise, by the time I got a 'live' person, all of the reservations were gone.
Whatever happened to the day when you called a number and got a live person? Why is the number of recent visits to WDW relevant to dining reservations? IMO, they can ask me any question they want (name, rank, serial number, favorite color, medical history, political affiliation, etc. ) AFTER they lock in my ressies!!!

I understand your frustration, however Disney want's this information for marketing purposesThis information supposedly helps them route the calls to the proper specialty representative.

It is not the CM's fault. From what I understand, they wish they could do it your way too, but it's all by wrote. They have to fill in the screens, etc as it's part of their checklist. If they don't do what they're supposed to, and don't ask the questions, and the call is monitored it affects their monthly review.

 

[MickeyMouseGal]

I understand your frustration, however Disney want's this information for marketing purposesThis information supposedly helps them route the calls to the proper specialty representative.

It is not the CM's fault. From what I understand, they wish they could do it your way too, but it's all by wrote. They have to fill in the screens, etc as it's part of their checklist. If they don't do what they're supposed to, and don't ask the questions, and the call is monitored it affects their monthly review.

It wasn't a CM, it was the computer that asked me all of these questions. By the time I got to a CM, the ressies were gone. They can have all of the info they want, but I want my reservations locked in first.

 

[Storygirl]

I have to say - I don't work at Disney, but I do Service Observations for an entire call center as about 60% of my job...we have 33 points they need to hit in order for a perfect score and it does indeed go on their reviews, monthly and otherwise.

HOWEVER...if the customer is not satisfied...if the customer is obviously frustrated...then we don't care if the technician asked for the client ID in the right place or asked permission to ask additional questions...the call is a zero.

Again...I don't know Disney's policy but I would certainly hope that satisfying the customer is looked at more closely than a perfect Service Ob.

(I am addressing the repeated questions, etc in the OP...not the computer asking politely how many times I've been to WDW, etc.)

I hope everything work out for your cruise!! We've never tried the Illuminations one but have loved Wishes from WL and maybe someday if the phone fairies are with me, try Illuminations