Call me crazy but.....

[jakeybake]

I swear I can tell instantly, as soon as I hear the voice of the Disney Reservations person whether they are going to be helpful and know what they are doing, or not.

I am at a 100% success rate when it comes to that. If I wasn't such a nice person I would just hang up immediately when I hear their voice.

Wondering if anyone else feels the same way.

J

 

[Bete]

I have a few test questions and if answered alright then I will continue with CM; otherwise, I politely say good bye.

 

[Heard02]

Same here!

 

[sharona]

I use this strategy with all customer service type calls, not just WDW. If the person is not helpful and/or doesn't sound like they know what they're doing after the first minute, I have a standard "oops, so sorry but I'll have to call back thankyousomuchforyourhelp" and I'm gone.

Having worked in a customer service type call center years ago, I know that there will be huge differences in the levels of knowledge, courtesy, willingness to help and ability from one CSR to another. The chance of getting the same person when you call back is minimal.

 

[jennyf2]

I agree 100%.....

 

[Addicted2Dis]

I know what you mean!!!! I can always pick up a vibe when the CM first answers. Depending on how much energy I have that day, depends on how well I try to turn it around. Doesn't always work No FD PIN yet.

 

[DSLRuser]

Keep in mind, most of the people who work in an american staffed call center are non college graduates.

They are all told what to say, and when to say it, by either some kind of script, or sales flow. Most do not follow their training or script.

Most do not have the slightest bit of interest in disney. to them, it is just a pay check.

I am in the minority, but i would prefer disney switch to over seas (india) call centers.

All are college graduates. All follow scripting without question. yes they may be a little cold, and may be hard to understand. but from a customer service perspective. Your questions and sales process is handled the same every time you call.

 

[sdmom]

but so am and I (and several other from the looks of this thread)

 

[kungaloosh22]

I have a few test questions and if answered alright then I will continue with CM; otherwise, I politely say good bye.

Good strategy. Mind sharing your test questions?

 

[Jessica527]

I agree 100%

 

[Havana]

I feel the same way!! I think this every time.
When I get someone that speaks clearly and sounds like they are smiling I know the call should go smoothly.

 

[luvdisney77]

Keep in mind, most of the people who work in an american staffed call center are non college graduates.

They are all told what to say, and when to say it, by either some kind of script, or sales flow. Most do not follow their training or script.

Most do not have the slightest bit of interest in disney. to them, it is just a pay check.

I am in the minority, but i would prefer disney switch to over seas (india) call centers.

All are college graduates. All follow scripting without question. yes they may be a little cold, and may be hard to understand. but from a customer service perspective. Your questions and sales process is handled the same every time you call.

I have had VERY bad experiences with India-based call centers. I have had to look my account up and WALK them through my own account because they had no clue as to what they were doing. A college degree isn't a prerequisite for a helpful, knowledgeable customer service rep. There are plenty of lazy idiots walking around with degrees.

 

[ajh88]

You know, I actually thought I was pretty good at this too until I called the other night. I was on hold for about 20 minutes - needing to cancel a couple of reservations and change another one (I've made my booking process this year much more difficult than was necessary - it just took me a couple of tries to get it right).

Anyway, my agent seemed short tempered and sort of irritated when she answered (maybe because I was cancelling reservations!). She put me on hold for about 5 minutes while she was working on the first cancellation...I told my husband that she was so grumpy I didn't really want to make the reservation changes with her, but I also didn't want to wait on hold for another 20 minutes.

After she cancelled everything I needed, we started doing the changes and chatting - it was like the script got flipped. She became super friendly and chatty - told me she was actually a nurse, but once she graduated from school, she hated the job and decided she'd rather make half the money but have a smile on her face. I told her they seemed busy - she said yeah, there were 160 people holding for CM's!

I guess that was a long story - but at the end, I've had agents who really seemed to have it together and they ended up jacking things up for me and then I've had some grumpy ones who really got their stuff together in the end.

 

[antmaril]

Definitely!

 

[nooneshome]

You're CRAZY!!!

 

[Eastern]

I usually do the same thing, but recently, I called a cruise company, didn't like the woman's demeanor, so I called back.......and got the same one!

 

[luvdisney77]

I usually do the same thing, but recently, I called a cruise company, didn't like the woman's demeanor, so I called back.......and got the same one!

DOH!

 

[disneychic2]

Keep in mind, most of the people who work in an american staffed call center are non college graduates.

They are all told what to say, and when to say it, by either some kind of script, or sales flow. Most do not follow their training or script.

Most do not have the slightest bit of interest in disney. to them, it is just a pay check.

I am in the minority, but i would prefer disney switch to over seas (india) call centers.

All are college graduates. All follow scripting without question. yes they may be a little cold, and may be hard to understand. but from a customer service perspective. Your questions and sales process is handled the same every time you call.

You've got to be kidding! I have had nothing but headaches when having to use call centers that have been outsourced to India! Please never Disney!! I am not a college graduate, but I am educated and would love to work in Disney's call center. If I lived near Disney, that is what I would love to do, help others with the magic.

As for knowing right away if someone will be helpful, I guess I never thought about it. I usually get wonderful help when I call, so maybe I've just been lucky. It is food for thought, though.

 

[Rustyroo]

I would like to know your test questions too if you would be willing to share them.

Also, is there a quick way to get to a CM without having to talk to a computer for 10 minutes?