Cast Member just hung up on me!

[Dippy the Goof]

I guess I don't understand what the whole uproar is about these reservations. 90+10 is simple enough to figure out. Now for someone hanging up on you, not nice, but you know everyone can have an off day. In this economy,to report someone over this is not very cool in my opinion. You could make someone lose their job. Think about this. There are bigger problems in this world then getting upset over a phone call.

Given the situation of the economy, I'm sure that they could find someone who is nice to you on the phone and will give you good service. I'm not saying the CM should be fired, but the OP has every right to report it to a supervisor. The OP is the customer and is paying a whole lot of money for a Disney trip.

I have hung up on people when they are using profanity or yelling their lungs out to where all communication is broken. However they have reported it to my boss and I explained my side of the story and I was told to be a little more patient the next time. Now days, with the economy so bad and several mouths to feed at home, I have quite a bit more tolerance.

 

[BabyPiglet]

That's absolutely ridiculous! I hope you will call back and talk to her supervisor. Nobody should be that rude, even if they are having an 'off' day.

 

[M5ward]

I always make sure to write down the name of any CM I speak to on the phone, and I address them by name often during any call. I've never had an instance where I have been treated rudely, but that doesn't mean it can't happen.
I would certainly call back and speak to a supervisor; I might now accuse the CM of deliberately hanging up (although I doubt the disconnect theory), but I would mention that this particular CM obviously didn't know the 90+ policy.

 

[Mindy5767]

I always make sure to write down the name of any CM I speak to on the phone, and I address them by name often during any call. I've never had an instance where I have been treated rudely, but that doesn't mean it can't happen.
I would certainly call back and speak to a supervisor; I might now accuse the CM of deliberately hanging up (although I doubt the disconnect theory), but I would mention that this particular CM obviously didn't know the 90+ policy.

I'd like to echo what she said. I also write down with whom I speak. It I don't understand their name on the first try, I will ask her/him to repeat their name or even spell it. I do repeat their name several times during the call too. It actually helps.

I had a most lovely converstion with a dining CM named Amber. She was delightful, if fact, it turned out that she went to school with a cousin. We have a very uncommon last name so she mentioned it being familiar, that she went to school with someone with that name. It is a small world. After all!! I think there are way more Amber's in CM than who OP got on the phone.

 

[GrillMouster]

In this economy,to report someone over this is not very cool in my opinion. You could make someone lose their job. Think about this. There are bigger problems in this world then getting upset over a phone call.

Are you serious? Bad employees who deserve to be fired shouldn't be terminated because the economy is bad? What about their co-workers who are doing a good job? Do they deserve pay cuts, furloughs, or termination when the company loses revenue because of bad customer service? This is business, not welfare!

It's expensive to hire and train a replacement employee. It's far cheaper to provide counseling and additional training to an existing employee, and that's what most employers would do if, in fact, the call agent was rude. After a pattern of this behavior, then the employee would be fired, and she would deserve to be fired, regardless of the state of the economy.

Additionally, it's possible that the employee wasn't at fault. It's possible that a technical glitch caused the line to drop. It happens. Regardless of the reason, the company needs to know in order to resolve the problem.

 

[Feralpeg]

I work in a Disney call center and cell phones are the bane of our existence. I can't tell you how many times I've been trying to take an order and suddenly, the guest is gone. I have no idea if the OP was on a cell phone, but I can tell you that I lose guests on a regular basis and it is not because I am trying to do so.

 

[WaDiWo]

Thanks everyone for letting me vent. Please let me be clear and say that I did not want to make this a big deal. As you can see from my original post, I did not want to complain or bash the CM, and I was giving the CM the benefit of the doubt (bad connection? etc.)

I let myself cool off and I did call back, and all is well now ... I did not get anybody in trouble, and I got the ADR I wanted. Maybe I'm being to nice, but I've called for ADRs tons of times over the years, and this was the only questionable experience I've had.

Thanks again for your shoulders!

WaDiWo