Cast member behavior?

[MickeysFan]

I just have to check out this story...it seems impossible to me. My sister's friend just returned from Disneyland the other day. She says she had a rough time (so hard to believe) due to bad interaction with CM's. She reports bad counter service, that someone tried to give her the wrong change and then copped an attitude about fixing it, and other such customer service problems. The most glaring problem, however, occurred while waiting for fireworks. This would have been one night last week, not sure which, but the fireworks were called for rain. According to this lady, two cm's who were walking the rope back after the cancellation were shouting obscenities across the hub to each other. This seems so strange to me, all my disney experiences make it hard to believe. Someone else must have seen or heard something...anyone? Are there really cm's now working at DL that will shout **** this and that around the little ones?

 

[Albort]

I just have to check out this story...it seems impossible to me. My sister's friend just returned from Disneyland the other day. She says she had a rough time (so hard to believe) due to bad interaction with CM's. She reports bad counter service, that someone tried to give her the wrong change and then copped an attitude about fixing it, and other such customer service problems. The most glaring problem, however, occurred while waiting for fireworks. This would have been one night last week, not sure which, but the fireworks were called for rain. According to this lady, two cm's who were walking the rope back after the cancellation were shouting obscenities across the hub to each other. This seems so strange to me, all my disney experiences make it hard to believe. Someone else must have seen or heard something...anyone? Are there really cm's now working at DL that will shout f*#@ this and that around the little ones?

meh, its hard to explain. For some reason, Disneyland is not hiring as much as they use to than firing/quiting rate. I am only starting to see the some new hires coming in now in the ODV department. aka, we are asked to work double time.

For the Fireworks, kudos to crowd control. ITS A HUGE MESS. For one, these Cast Members are screaming at the top of their lungs getting guest to follow their orders so they can move people as quickly as the possibility can. But guess what, guest never listen. guest think they own the park blah blah blah. kinda how it feels.

Thats all i got to say.

 

[Amy&Dan]

That seems strange, the part where the cm's were hollering obsenities in particiular. I am not saying it couldn't happen, its just hard for me to believe. I guess in fact I don't believe it, porobably because I just don't want to think that would really happen! Sometimes I think people who have a bad experience at Disney due to whatever circumstance, in this case rain, get a bit off kilter and start makig some wild statements. I feel sorry for any cm who has to work crowd control during the fireworks. Especially when they are cancelled. I remember one night last February, they kept getting delayed due to high winds. Some very nice cm's were playing games with the kids, really going out of their way to make the wait tolerable. They finally came on over the loudspeakers and said they were cancelled. I saw people yelling at these nice cm's who had been so great all evening. These guests used the obsceniteis in this case, right in front of their own kids and mine. Not an easy job to do but I still would be amazed and sad to see those guys yelling the "F" word at each other or anyone else.

DL does seem to have its labor problems but overall we have had very few (I can't even think of any off hand) rude problems in 10 plus visits in the last four years. They all work hard for their money, which I believe isn't too much.

 

[Leofoenget]

I just have to check out this story...it seems impossible to me. My sister's friend just returned from Disneyland the other day. She says she had a rough time (so hard to believe) due to bad interaction with CM's. She reports bad counter service, that someone tried to give her the wrong change and then copped an attitude about fixing it, and other such customer service problems. The most glaring problem, however, occurred while waiting for fireworks. This would have been one night last week, not sure which, but the fireworks were called for rain. According to this lady, two cm's who were walking the rope back after the cancellation were shouting obscenities across the hub to each other. This seems so strange to me, all my disney experiences make it hard to believe. Someone else must have seen or heard something...anyone? Are there really cm's now working at DL that will shout **** this and that around the little ones?

Is she sure it was a CM who shouted the **** or a mad guest?

 

[MickeysFan]

Albort, I have to ask, do you not think that it is a CM's responsibility to be very kind to each guest?

That's part of Disney magic, imho. No one should ever be treated poorly in Disneyland!!! I understand that this is just a job to some CM's, but I think those CM's should work somewhere else. So, I would say no kudos to crowd control just because their job is hard, they still need to see each guest as someone trying to get the best disney magic out of their vacation, not as cattle that need to hurry up and fall in line. I would expect better behavior out of McDonalds employees than to shout cuss words across a crowd of children, and would be shocked if that employee weren't fired on the spot. A CM is hired by Disney to privide customer service to their guests. It is supposed to be an experience like no other.

 

[MickeysFan]

I have to say the reason I started this post is because I have a hard time believing it as well, don't get me wrong. My response to Albort is simply to point out that I would hate to think any poor customer service could be excused for any reason, the customer is always right, especially a Disney patron! That is how Disney has built the rep it has. I agree that CM's work hard for very little, I've always believed that part of the pay-off for them is being a part of the Disney magic. I have had very few problems, nothing severe, and mostly each trip I have a new story of the tremendous CM behavior that I have come to expect. It's one of the things I always tell people who haven't gone to DLR or WDW, that the CM's are so cheerful and helpful and fun it really adds to the trip.

 

[Amy&Dan]

Albort, I have to ask, do you not think that it is a CM's responsibility to be very kind to each guest?

That's part of Disney magic, imho. No one should ever be treated poorly in Disneyland!!! I understand that this is just a job to some CM's, but I think those CM's should work somewhere else. So, I would say no kudos to crowd control just because their job is hard, they still need to see each guest as someone trying to get the best disney magic out of their vacation, not as cattle that need to hurry up and fall in line. I would expect better behavior out of McDonalds employees than to shout cuss words across a crowd of children, and would be shocked if that employee weren't fired on the spot. A CM is hired by Disney to privide customer service to their guests. It is supposed to be an experience like no other.

Well I shouldn't speak for Albort but I am! I think what he is saying is that the job of working crowd control during Remember is a tough one. Not that this excuses this SUPPOSED bad behavior but that its tough and they deserve some kudos. The Disney magic is lost sometimes at Disneyland in my book not by the cm's but by rude guests who think they paid the big bucks and by golly they want magic and they want it now! When you have tens of thousands of guests crammed into a small area for fireworks its not an easy task to manage the crowd. If they treat guests like cattle its because they are trying very hard to keep eveyone safe. Can you imagine what could happen if a panic or some such thing occured? Would you want to be in that crowd as a guest or cm? And I see Remember most every night its showing when I am at DL. And I have never seen a rude cm. A tired, frustrated cm or two but they always do their jobs and everybody always gets out of the park safe and sound. Amazing when you get down to it.

 

[disney-super-mom]

Well, we've never had any bad encounters with CMs at DL, and I've never heard them actually "shout" obscenities, but we did hear a couple of CMs use the **** word. They were a couple of maintenance/clean-up CMs I think (their uniforms were all white), anyway we were walking by, heading to the hub, and these 2 young male CMs were chatting away quite loudly. Just as we were walking past them, WHAMO.....A BIG, LOUD **** came out of one of their mouths.

They immediately realized their mistake and looked at us, kinda laughed it off, and said they were sorry. It was kinda like, "Ooops (giggle-giggle-giggle)....SORRY!"

DH and I looked at each other and said, "Boy, that kinda took a bit of the magic out of the Magic Kingdom, for the moment anyway." I expected our 3 year old to start spouting off his newly learned word throughout the park and everywhere else. Yes, he is the kind of kid to do this, and I learned this the hard way when I used the word "stupid" one time in front of him - all of a sudden, according to him, everything was "stupid". STUPID floor! STUPID window! STUPID toys! STUPID spoon! STUPID mommy! Luckily for us, I don't think he was paying attention, because the new word he heard at Disneyland never came out of his mouth. Good thing, because I forgot to pack the duct tape on that trip.

 

[MickeysFan]

Is she sure it was a CM who shouted the **** or a mad guest?

That's exactly what I said to my sister. I figured that if it happened, there had to be at least on DIS'r there that night, so I would check it out, plus it is interesting to delve into whether or not people feel that CM's customer service has decreased or not.

 

[mystic_path]

I definately see everyones side even Alborts and everyone has great points. But in my own basic opinion everyone will get frusterated with their job, especially when you have to deal with the greater public. At the same time though I think that the CM's infront of the castle should have handled the situation a lot better. Its a family park with children around and they could have been a lot more respectful no matter how great their frusteration.

 

[tinkermell]

Good thing my DH wasn't there. He would have probably knocked somebody for the cussing. There is absolutely no excuse for that kind of behavior!!!! I can understand the CMs getting mad and frustrated, BUT that is going too far! If it had been me, I would have asked for the name of the CMs and reported it. What a shame.

 

[MickeysFan]

Good thing my DH wasn't there. He would have probably knocked somebody for the cussing. There is absolutely no excuse for that kind of behavior!!!! I can understand the CMs getting mad and frustrated, BUT that is going too far! If it had been me, I would have asked for the name of the CMs and reported it. What a shame.

I am still holding out hope that it was not actually CM's but frustrated crowd members. It would still be a terrible thing for any adult to behave that way in a crowd full of families, but less upsetting than it being a CM.

 

[Albort]

Albort, I have to ask, do you not think that it is a CM's responsibility to be very kind to each guest?

That's part of Disney magic, imho. No one should ever be treated poorly in Disneyland!!! I understand that this is just a job to some CM's, but I think those CM's should work somewhere else. So, I would say no kudos to crowd control just because their job is hard, they still need to see each guest as someone trying to get the best disney magic out of their vacation, not as cattle that need to hurry up and fall in line. I would expect better behavior out of McDonalds employees than to shout cuss words across a crowd of children, and would be shocked if that employee weren't fired on the spot. A CM is hired by Disney to privide customer service to their guests. It is supposed to be an experience like no other.

Note: most CM's bad behavior is 90% contributed BY THE GUEST.

Some stories are some racist people who come to the carts and just starts mocking the CM. I seen it before. all the CM can do is just be as polite as them.

I have gone off on a guest once ever before for being disrespectful. Its not always MY FAULT. stop yelling at me! He cussed at me even if i am being as polite as i can. He claimed i was 1) trading cellphones, 2) trading phone #s and 3) talking with another cast members. I explained it nicely to him, but he just wont listen. told him clearly, 1) someone dropped their cellphone, gave it to my relief for him to go to lost and found 2) it was even phone #s, it was just my reliefs name because we are required to have it. 3) i was telling him to get me more cups because i ran out! Geez, im trying my best.

it is, we try our best. This is what i experiance one day. Trying to do Preztels. the prices are $3.50, $3.75, and $2.75, $3.25. Soo many different prices. now, imagine doing that for 9 hours with 2 15 min break and 30 min lunch. Calculating those prices without stopping in your head over and over again. lets say profits its over 4K. Now tell me, your mind is insanely tired. It way harder to interact.

Heres what i seen so far in guest control:

1) Seating at the front of the castle is a none sitting area. When ask to stand up, 60% of the guest dont. 30% starts screaming at the CM. 10% actually do stand up.

2) This was seen at Electrical parade. there was this line drawn on the ground for where the crowd can flow out of the park by the enterance. A cast member saw that someone has stopped over the line and asked them to move back. all they did was stare and continued watching. The Cast member just keep asking and finally tried pushing the knees back with is light and the mother just went all of on him. I felt soo bad.

3) Well, everyone loves the fireworks. BUT DONT STAND where people are suppose to walk. A guest members was screaming at the top of their lungs trying to get the walking area moving. Then people were yelling at the CM for not having walkable paths. Now what the heck can the CMs do?

This happened somewhere else. the Hyperion theatre. They announced last minute seatings and they finally closed the door. just like 2 mins later, a lady pushes her stroller through the barriers and a CM went up to her and said the door has closed we cant let anyone in. Guess what, she ignores him and is met with 10 other CM blocking her way. Then she just went all out screaming and Cussing the CM out.

blah blah blah... Thats all i got to say.

 

[Albort]

I have to say the reason I started this post is because I have a hard time believing it as well, don't get me wrong. My response to Albort is simply to point out that I would hate to think any poor customer service could be excused for any reason, the customer is always right, especially a Disney patron! That is how Disney has built the rep it has. I agree that CM's work hard for very little, I've always believed that part of the pay-off for them is being a part of the Disney magic. I have had very few problems, nothing severe, and mostly each trip I have a new story of the tremendous CM behavior that I have come to expect. It's one of the things I always tell people who haven't gone to DLR or WDW, that the CM's are so cheerful and helpful and fun it really adds to the trip.

yes, Customer is always right until CM believe there is a safety issue either with CM or the guest. many guest do dangerous things and then blames CMs for it. an example is to look at list of people who died in Disneyland.

 

[MickeysFan]

I can see what you are saying, Albort. I have worked many years in customer service, and I have been cussed at, yelled at, degraded, even had things thrown at me!! But I have never, ever, as you say, gone off on the customer. They are the ones who pay me, the same is true at DL. Those people spend a ton of money and a fortune of time planning and pin a lot of hopes on having a magical trip. I just think that by the nature of working at a Disney resort, the CM's should go above and beyond to deal kindly with the guests, because when they let it get to them and cop an attitude with one person, that trickles down onto other's who are not a part of the problem. Of course, the same should be said for guests!!! What kind of person goes to DISNEYLAND and starts cussing and yelling are disregarding a DL employee? That's very hard for me to understand.

My main question is: is there still no one who witnessed this 'incident'? I really am curious if it happened the way my sister's friend remembers.

 

[nun69]

not that it's mine to say whether this happened or not, but sometimes people just have a breaking point...and who's to say that it wasn't a guest doing all the obscenities...but I agree with Albort and I don't care where you are Disneyland, Wal-Mart, McDonalds, etc...the CUSTOMER is NOT always right! And people with the mentallity that they are always right as the customer are the people that are usually rude no matter where they are. So I have to sympathize with the CM's that deal with this on a DAILY basis and are expected to not loose there cool. I think that unless you have filled those shoes, you shouldn't judge...that's just my opinion...hope nobody takes it too personally

 

[Albort]

Those people spend a ton of money and a fortune of time planning and pin a lot of hopes on having a magical trip. I just think that by the nature of working at a Disney resort, the CM's should go above and beyond to deal kindly with the guests, because when they let it get to them and cop an attitude with one person, that trickles down onto other's who are not a part of the problem.

We do provide as many magic to guest to which i cannot mention. Yes that is true, but its also that fact that if you get pissed off, you have to vent somewhere. For one, sometimes the guest are just yelling random things and make absolute no sense. I had to explain to a lady why i cant give her a free popcorn for like 30 minutes. but 99% of the time, we just brush it off.

Of course, the same should be said for guests!!! What kind of person goes to DISNEYLAND and starts cussing and yelling are disregarding a DL employee? That's very hard for me to understand.

Many many many. racial comments and sexist comments. most of the time, its for insanely stupid reasons. IE, i was doing churros. I had to put more churros in the machine so i have enough for the rest of the people. The lady started yelling at me because i was putting churros. she said like "Hurry up ******* i dont have the ******* time to watch you put churros in the machine* I was shocked, but i just brushed it off.

My main question is: is there still no one who witnessed this 'incident'? I really am curious if it happened the way my sister's friend remembers.

well, if it happens again, you should always just report the person to City Hall. Let them deal with it.

EDIT: well, heres a magic i did. I father and his son wanted to buy a churro and a drink. they were trying EVERY SINGLE COIN they have to try to get a coke. but they were short. YOu know what, i told them, no worries, give me what you have. The father was just insanely happy. Most CM just replace the missing fund FROM their own pockets to make GUEST magics. NOW THAT is dedication ^_^

 

[MickeysFan]

EDIT: well, heres a magic i did. I father and his son wanted to buy a churro and a drink. they were trying EVERY SINGLE COIN they have to try to get a coke. but they were short. YOu know what, i told them, no worries, give me what you have. The father was just insanely happy. Most CM just replace the missing fund FROM their own pockets to make GUEST magics. NOW THAT is dedication ^_^

That is an awesome story, Albort. Thank you!!!

 

[TinkerbellTris]

It's usually always rude guests, not CM. However of all the many times I've been to DL, WDW, I've only encountered a rude CM at WDW in fantasyland of all places. I have never the less cussed a woman out on Main street and tried to hit her, ONLY after she took the liberty of pushing my DS at the time 2 years old down on the street and skinned his little knee, and it was bleeding, and he was crying his eyes out, to cut infront of us to take pictures of her 2 kids who looked about 9 - 12 years old with Mickey. And I had a CM on my side asking her name to turn her in. Needless to say that same CM made sure my DS got to spend at least 5 minutes uninterrupted with Mickey and she brought out Minnie too. And everyone who witnessed it was yelling at the lady too. The worst was, she never said sorry.
At WDW the cast member running the lemon ice stand decided to carry on a conversation with someone on his cell phone while there was a line of like 6 people including myself dieing of thirst. I was in front and I asked him if was gonna take our order, he told me to wait. Hhahahaha so we all stepped out of line after I told him he was rude and stupid and if he worked for me I'd fire him. I also informed him, he had terrible customer service. Probably didn't faze him but I felt better.

 

[XTinabell]

Wow I guess this should be a lesson for everyone that nothing is perfect not even disneyland.

I used to work in customer service and I quit because I couldn't handle the customers telling me how to do my job. Once you work in customer service you treat other people in customer service much better.

I haven't encountered any bad service at disneyland, I wasn't there the night this allegedly happened so I don't know if it actually happened. If it did happen I completely understand why but at the same time like you said there is no excuse.

For everyone who has never worked in customer service before please understand that the woman you buy your make-up from, the cm pulling rope across the park at Disneyland, the gentleman selling you computer parts, they are all people. Treat others as you would like them to treat you. Would you want someone to scream at you because you have to refill the churro's? I seriously doubt it so don't scream at someone else even if you're having a bad day. There are polite ways to deal with every situation.