Change CM Structure/Training or Website/MDE App?

[*NikkiBell*]

This week's show and poll have both had me thinking for awhile now. Like Pete, I have been increasingly concerned about CMs over the past several years. While I recognize that there are many exceptional CMs still left at WDW, my experience is that they are becoming less and less. I have always taken the stand that this is due to the restructuring of Traditions training and increase of CP CMs. As a result, a large majority of CMs are your average employee and do not meet the standards of high quality customer service Disney used to be known for. This, in turn, has affected all areas of the parks - themed experience, cleanliness, etc. - and ultimately why I voted that WDW has changed for the worse in last week's poll.

On the flipside, Disney's websites have been nothing but headaches. They regularly freeze up, and the "re-imagined" DVC website is atrocious. The new MDE app is also causing a lot of problems as reports of it not working seem to be happening more and more.

If Disney had the ability to dedicate the necessary time and money into fixing one of these issues, which would you prefer - CM structure (more full-timers or even pay scale) and training or their website/app?

 

[kbelle8995]

This is a great question. And I have one in return. What's wrong with fixing both?

I think that improving the CM situation would make things all around. But I would say CM improvements means also working on managment as well.

I don't use the website due to the fact that to me it seems more of a hindrance.

But Disney is a big company with many resources why couldn't they improve both?

 

[mikelan6]

I would rather them improve their cast members and have them return to be more service oriented.

They must return to the details that Disney was known for.

 

[PainInIL]

CM training is the right answer, but it will never happen. There is no monetary value to be had by retaining workers, giving them more pay and investing more in them. Visitors may not be blown away by the service of CMs anymore, but in 95% of the cases it is good enough. Do you think shareholders would really accept a huge labor expense that might hit the bottom line hundreds of millions of dollars per year? Make no mistake, shareholders and the institutional investors are the ones that run Disney. That is the reality of the business world today. That is an ongoing expense that cannot be justified.

However, fixing up the technology side is a one-time cost that can be justified by the increased web traffic that turns into more money. There is a tangible profit that can be made by investing in technology. Additionally, not investing in it will be a threat to their current business.

I fully expect the vast majority of their technology issues to be resolved within 3 years while at the same time the personal level of service CMs provide will suffer. The modern Disney company is happy with a staff that is "good enough". Investors won't tolerate anything less.

 

[LilyWDW]

I have NEVER had a negative experience with a CM, either in the parks or on the phone. They have always been very nice, courteous, and willing to help me in any way needed. I won't say that others have not, but I do not believe it is the big deal that many seem to see. In fact, most complaints end up being about one person... which then gets blown up into "OMG Disney service is dying!!!!!"

Now the computer systems has always been an issue. Even from the first trip I ever planned. THAT is something that needs to be looked into. And, honestly, the website IS an aspect of "customer service".