CM hung up on me!!

[essmom]

I was calling to see about room key- charging back to room etc- I was going to pay my credit card a little over so I wouldn't be so shocked when we get back- I was asking the lady about it and she said she didn't know what I was talking about- was going to check and I said "oh my gosh" and she heard me - she was supposed to be transferring me to guest services but it was disconnected- guess I made her MAD!!! I called back and went to customer service-not reservations and got my answer immediately. I am going to send an extra $500 to American Express which will cover alot of food- plan to use room key for charging back to room- she said if it gets lost - call them and they deactivate it- anyone have thoughts on this!!!

 

[Squirlz]

Sounds like it will work. Have fun!

 

[zurgswife]

I was calling to see about room key- charging back to room etc- I was going to pay my credit card a little over so I wouldn't be so shocked when we get back- I was asking the lady about it and she said she didn't know what I was talking about- was going to check and I said "oh my gosh" and she heard me - she was supposed to be transferring me to guest services but it was disconnected- guess I made her MAD!!! I called back and went to customer service-not reservations and got my answer immediately. I am going to send an extra $500 to American Express which will cover alot of food- plan to use room key for charging back to room- she said if it gets lost - call them and they deactivate it- anyone have thoughts on this!!!

I'm glad you got your answer but why would you think that the Disney CM's would know the answer. You question had to do with your credit card company policy.

 

[Mickey&Donald]

I don't understand... are you asking a question? It doesn't sound like the CM hung up on you. Things happen, phones do become disconnected on occasion.

 

[LilyWDW]

I will just say one thing... do not jump to conclusions.

Even after working at the same store for 5 years, I have messed up a transfer call. This means I have accidently hung up on people. I have also had people hang up when I put them on hold because they thought the line had hung up, even though it had not.

At least she was trying to find you an answer. She could have simply said "I don't know sorry. Have a nice day." and ended the call. Instead, she was trying to find you an answer... that to me is GOOD service! Doing everything one can to get the answer for the client, even if it means asking someone else, is what customer service is about.

They also seperate their CS departments it seems. Part of this is so the members of one department can know that areas rules and regs, and not have to try and know everything about the whole system. (Back to my job, I work at a college bookstore. I am a cashier and also work in clothing and gifts. However, if you call asking about a textbook, I don't work that department, so to get you an answer I will need to transfer you back to them.) I would not have thought about calling reservations when it comes to a CC issues of any sort. I would have called my credit card first, then general customer service at Disney if needed to be transfered to the correct people.

 

[scrapbookworm]

I've accidentally hung up on people when trying to transfer a call. But I think that's a question for American Express. Why did you say "oh my gosh"? Were you talking about something else (like someone just did something) or were you frustrated b/c the CM was transferring you?

 

[elastigirl]

I wouldn't jump to conclusions either. I've unintentially dropped people when transferring calls, and I feel horrible about it. I give them the direct number now before I attempt it.

Glad you got your answer.

 

[Robo]

I am going to send an extra $500 to American Express which will cover alot of food- plan to use room key for charging back to room- she said if it gets lost - call them and they deactivate it- anyone have thoughts on this!!!

Sure.

Why the heck do you want to send AE "free money" in advance of the trip?
Why not put the "extra" $500 IN THE BANK?
But I guess there are lots of ways people find to "handle" money.

Beats converting to $500 in Disney Dollars to "save" for the trip.

 

[nowellsl]

You definately need to call American Express - a lot of credit cards won't allow you to pay more than the balance on the card. I'm not sure about AE.

 

[Shubunk]

They have hung up on me many times I call guest services before i go to the parks and ask them if certain characters are coming out that day and sometimes they get frustrated because they think they know everything and i try to correct them so they hang up on me, for exp, ill ask them if hercules and kermit the frog will be coming out and then theyll answer they have never been disney characters and they NEVER come out in the parks for meet and greets, but thats a lie kermit comes out everyday in the parade and people have pictures with him! well actually its the same person every time. i know her voice so next time i talk to her ill make sure i get her name right.

 

[rkujay]

Just for comparison, I stayed at Bellagio (not exactly inexpensive!!@*&) in Las Vegas. I walked up to a cash changer booth in the casino. The lady looks at her co worker and says, "Do you want to help him?". Co worker says, "No." First lady says, "You will have to go somewhere else". I did. I went back home to Florida and forgave every misdeed, malaprop, and slight rudeness I have ever felt at Disney.

 

[EEYOREMAMA]

I agree with the other posters. Doodoo do happen even in Disney. I transfer calls all the time and drop the occcasional call. You feel terrible about it, but figure if it's important, the person will certainly call back. Because I'm a teacher and usually transfer to another team member, the parent usually has the opportunity to vent about how rude I am. I'lm not rude, I'm just a ditz.

Please don't take it personally, it probably was not meant that way. If a CM does not have an answer, most will go out of their way to find one. My advice, just let it go.


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[DisneyMommyMichelle]

i don't think you were hung up on. Back when i was working, i used to answer phones and i messed up a transfer at least twice a week.

 

[essmom]

I wasn't asking them about putting money on the card- I was asking if they take American Express- and yes, I have paid over on my American Express before. My mother gave me $500 and I'd rather put it on the card and charge everything- therefore I have less cash to keep up with and can keep up with charges.

 

[TSR6]

Ditto... with Michelle! ( PS: Hey Michelle....woowoo! driving from Rockford to Disney TOMORROW!!!! )

anyways... It's VERY easy to accidently drop a call with Disney's phone system. I have done it many times, and felt bad every time. Disney has what is called the "tie line" system. So some numbers are 8-222-xxxx or 8-218-xxxx or other random tie extentions depending on where on property they are. Sometimes though, you have to dial the full number, 407-828-xxxx when transfering. It took me a while to figure out the exact science to it.

Either way, sometimes if you THINK you transfered the person, but made a mistake, after you hit the transfer button it'll "re-open" the line to the person you were talking to, and you accidently hang up on them thinking you transfered them.

Don't take it personally, It's just a mistake. If it happens - just call back.

 

[TSR6]

PS: Yes, Disney does accept American Express.

 

[seashoreCM]

It's VERY easy to accidently drop a call with Disney's phone system. I have done it many times, and felt bad every time. to it.

Either way, sometimes if you THINK you transfered the person, but made a mistake, after you hit the transfer button it'll "re-open" the line to the person you were talking to, and you accidently hang up on them thinking you transfered them..

Still, it is a training issue and CM's need to follow the proper procedure and see that the caller is indeed transferred before hanging up.

Would Disney's Guest Relations sprinkle more pixie dust upon a guest who said he had to hold on long distance all over again to come up to bat after calling back from being disconnected? Perhaps a 60% discount on a Mickey ice cream bar?

Another phone system from my earlier lifetime:

Wrong -- Pick up receiver, with same hand push button for an unoccupied line (and likely hang up a caller holding on the line the receiver first picked up on), bring receiver to ear, start dialing outgoing call.

Right -- Push button for unoccupied line, bring receiver to head, say hello just to be sure no one is on the line and/or was just answered upon before the first ring, etc.

Disney hints:
http://members.aol.com/ajaynejr/disney.htm

 

[BrianD]

I was calling to see about room key- charging back to room etc- I was going to pay my credit card a little over so I wouldn't be so shocked when we get back- I was asking the lady about it and she said she didn't know what I was talking about...

I wasn't asking them about putting money on the card- I was asking if they take American Express...

 

[shasess]

I wouldnt let it bother me too much if I were you. If she did purposely hang up on you then she must have been having a bad day because it doesnt sound like you requested anything that would warrant a "hang up".....Have a good trip

 

[Allison]

I wasn't asking them about putting money on the card- I was asking if they take American Express- and yes, I have paid over on my American Express before. My mother gave me $500 and I'd rather put it on the card and charge everything- therefore I have less cash to keep up with and can keep up with charges.

That isn't what you said in your first post. I would think a CM would know whether they take American Express without transferring your call. You have me confused.