Clueless Reservation Hosts

[Nazareno]

Has anyone noticed that the folks handling calls on the (407) WDW-MAGIC
reservation and information lines have no idea what the "Happiest Celebration on Earth" is all about. I've called numerous times for information regarding Magical Gatherings, Disney's Magic Express, WDW Fireworks cruises etc. and they put me on hold for 10 - 15 minutes then return with very little (or no) additional information than can be garnered on their "official" Web site. The marketing for this celebration (ads, DVDs etc.) has been wonderful - however when the rubber hits the road - they can't seem to execute effectively.

 

[BostonRob]

You are in the right place. You'll find all you need to know here on these boards and elsewhere on the internet.

Do you own research or pay somebody to do it for you (hire a good travel agent.) I don't trust the kids who work at Best Buy to give me useful info on an HDTV, I don't trust a used car salesman to give me accurate info on the car he's trying to sell me, and I'd never trust somebody working for minimun wage at a call center to plan my vacation.

 

[Sammie]

Disney receives so many calls, thousands, possibly even millions that many reservation agents are not even located in Florida. Many have not even been to Florida and not to Disney World. They can only tell you what they read on their screen. Wages are low, hours are long and they sit all day on the phone in front of a computer. Many work 2 or even 3 jobs so I don't imagine they get much time to watch the Disney commercials.

I know it's no excuse but please don't blame them. Blame the higher ups such as the Board who hired Eisner then replaced him with his clone.

 

[Sammie]

I can't even tell you how many clueless, rude castmembers we came across over the past 2 weeks.

I'm completely shocked still. I have defended Disney to the death and lost friends because of it. I was very let down with the service of many a cast members this past trip.

I can't believe I'm saying this, but I cancelled my trip for October and we decided to take a cruise instead. Maybe in a year, things will get back to normal.

I understand completely. You know how much I love the place, but in talking to friends that work there, morale is at an all time low. They are understaffed, overworked and underpaid. With all the trouble with Eisner and Roy Disney suing the company, I just think right now it's just not such a happy place. I think many are tired of the "know it all" " I learned it on the Internet" guest who whines about everything, expects the sky. I am amazed at the comments on Internet forums, this one included about the complaints some have. A character gave me an old look, she was not smiling constantly while dealing with me, I did not get the perfect room, etc, etc. Can I get a free upgrade. The list is endless.

This is not to say every CM will be rude or clueless. But those of us that have gone to WDW for years upon years, remember when you "never" met one. Never!!! Now the odds are you will do good to find one that remembers the Disney way. Nor is every guest a demading, whiny, over grown brat, but I have seen many and read about even more on the Net.

People who have not been, probably won't notice. Those us who are veterans have noticed the deline for several years. I think this year is the worst yet.

Probably also very bad planning on Disney's that they had the Celebration begin in May when seasonal college help is not available to hire.

It's very sad.

 

[Aimeedyan]

I understand completely. You know how much I love the place, but in talking to friends that work there, morale is at an all time low. They are understaffed, overworked and underpaid. With all the trouble with Eisner and Roy Disney suing the company, I just think right now it's just not such a happy place. I think many are tired of the "know it all" " I learned it on the Internet" guest who whines about everything, expects the sky. I am amazed at the comments on Internet forums, this one included about the complaints some have. A character gave me an old look, she was not smiling constantly while dealing with me, I did not get the perfect room, etc, etc. Can I get a free upgrade. The list is endless.

This is not to say every CM will be rude or clueless. But those of us that have gone to WDW for years upon years, remember when you "never" met one. Never!!! Now the odds are you will do good to find one that remembers the Disney way. Nor is every guest a demading, whiny, over grown brat, but I have seen many and read about even more on the Net.

People who have not been, probably won't notice. Those us who are veterans have noticed the deline for several years. I think this year is the worst yet.

Probably also very bad planning on Disney's that they had the Celebration begin in May when seasonal college help is not available to hire.

It's very sad.

Thanks for defending the poor CRO people... I don't think most understand what's happening there.

 

[Nazareno]

My original post may have sounded critical of the call center folks, but my intent was to blame management not the cast member for not following through on the promises of WDW's advertising campaign. It is imperative that everyone involved in the campaign - especially those closest to the customer - needs to be fully aware of all elements of the promotion. This can only be accomplished through proper training - and the responsibility to properly train employees falls upon the shoulders of management. It is not the fault of the employees if they are not trained, over worked and under paid. I recall the early days of WDW when it was almost unbelievable – and indeed magical – to universally see friendly, smiling, professional cast members wherever you went in the park, at your resort etc. That is one of the unique things which set Disney apart from all other theme parks. Hopefully they can refocus their efforts and realize that happy, well paid and properly trained cast members are critical if they are to reclaim the Disney magic.

 

[elf]

People who have not been, probably won't notice. Those us who are veterans have noticed the deline for several years. I think this year is the worst yet

I definatly have. Last year everyone in our adult party noticed the increase in rude or uninformed CM's. All of us said we were going to give WDW a rest for a while (15 months was the longest we could wait )I'm going on Memorial Weekend for a week I guess I'll see for myself.

I agree with you it's a management problem of not fully training CM's, or hiring people incapable of being trained and less work people but more hours for those that work.

I wonder if the problem is also compounded this year because of the very little down there has been since the end of March which was easter break, then there were a whole series of Spring breaks (the last being the spring breaks in the northeast for the last week in April, which from reading posts was pretty busy), followed directly by the "Happiest Celebration". Plus there have been so many changes since January (tickets, shows, etc).
I always remember the first 3 weeks in May a great time to go weather and crowd wise a kinda of down time, not empty but a little more relaxed. That must be hard to be "on" all the time.

When I worked at a busy tourist spot on Cape Cod everyone was in a good mood and ready for anything on Memorial Day weekend by mid summer couldn't wait for Labor Day weekend.