Computers are down

[boomhauer]

Biggest travel destination on the planet, and their computers are down to make new/change resort reservations.

Oy.

 

[InstImpres]

I wonder if it was just that person's terminal or a 2 minute glitch. I have been online with there TA system doing bookings all morning.

Sorry you had a problem

 

[boomhauer]

I think it was just the CM I was speaking to. I called back, got a very helpful CM, and she took care of everything for me.

Got my extra night added on. Got ressies made for Ohana and for Sci Fi Dine In!

 

[Alicnwondrln]

i hate that
i called the other day and the woman was like i cant do anything right
now youd think they would have a better back up

 

[boomhauer]

I know, right.

Just be honest and say "I don't know how to do that, let me transfer you to someone that does."

I wouldn't mind.

 

[srfrgrl07]

I know, right.

Just be honest and say "I don't know how to do that, let me transfer you to someone that does."

I wouldn't mind.

While I know you're just stating your opinion, I don't think it's fair for you to assume that the person did not know what they were doing. It could be that their computer station froze up. How many times have you tried to book online and your computer froze or timed out? Is that your fault? No, it's the booking engine or the server or an overload on the system with too many users trying to access info at the same time.

I understand the frustration, believe me, I think there are huge improvements that can be made to the booking system. But really, is it that much of an inconvenience in the whole scheme of things? Maybe I'm blowing this out of proportion, but it seems like people (sorry, not directing this at you, just the general population) are so quick to complain about these temporary glitches when they call so often, it probably only occurs maybe once out of the 50 or so times they call regarding their reservation. If it is happening more often than that, then I would seriously advise that person to refrain from playing the lottery or going to Vegas, cause it seems as thought they just have bad luck.

 

[boomhauer]

While I know you're just stating your opinion, I don't think it's fair for you to assume that the person did not know what they were doing. It could be that their computer station froze up. How many times have you tried to book online and your computer froze or timed out? Is that your fault? No, it's the booking engine or the server or an overload on the system with too many users trying to access info at the same time.

I understand the frustration, believe me, I think there are huge improvements that can be made to the booking system. But really, is it that much of an inconvenience in the whole scheme of things? Maybe I'm blowing this out of proportion, but it seems like people (sorry, not directing this at you, just the general population) are so quick to complain about these temporary glitches when they call so often, it probably only occurs maybe once out of the 50 or so times they call regarding their reservation. If it is happening more often than that, then I would seriously advise that person to refrain from playing the lottery or going to Vegas, cause it seems as thought they just have bad luck.

It's not a HUGE deal, but yes, it is incovenient when you're at work and on hold for 12 minutes just to be told to hang up and call back later.

Like I said, if your computer freezes up, fine - Transfer me over to someone else so I don't have to call back, be put on hold again, then go through the whole process of getting to a live CM again.

It was very clear with this particular CM, she just didn't know what she was doing. When you've called Disney more than a few times, you quickly learn, there are those there that are fantastic, polite and REALLY know what they're doing. Then, there are those who aren't that polite and really don't know how to do much other than to book a new reservation.

 

[bicker]

I took srfrgrl07's point to be basically that "Stuff happens," and that while it is unquestionably frustrating, it is better to assume the best of folks rather than assume the worst of folks, especially when sharing your perspectives publicly.

 

[boomhauer]

I took srfrgrl07's point to be basically that "Stuff happens," and that while it is unquestionably frustrating, it is better to assume the best of folks rather than assume the worst of folks, especially when sharing your perspectives publicly.

True - Though no assumptions were necessary.

It was very obvious this particular CM didn't know what she was doing. I didn't give her any grief about it. I simply hung up, and called back. I do believe, if you're going to be on the phone with a job like that, there is a correct and incorrect way to do your job. I'm on the phone all day with customers. I don't know every single possible aspect of my job, or rather, every answer to every question a customer may ask. However, my response isn't, "Why don't you try calling back later?". It's, "Let me see if I can get someone who knows the answer to that question."

If my computer is down, which does happen frequently at my job, again, I don't say "Can you call back later?" I take down their information and call them back.

Nothing to do with "assuming" anything. To me, it's a question of doing your job right or wrong.

 

[bicker]

I'm sorry, but I read this ("no assumptions" ... "It was very obvious...") as contradictory statements. My earlier point was that, without actually seeing what that CM was seeing, experiencing the system the way the CM was experiencing it, and understanding the parameters of the CM's job responsibility as defined by the CM's management, we cannot determine the CM's level of competence, without making assumptions. Please don't get me wrong: There is nothing inherently evil about making assumptions, but it is important than when making assumption we keep them in perspective. That's all I was saying. Sorry for any confusion about that.

I do believe, if you're going to be on the phone with a job like that, there is a correct and incorrect way to do your job.

I agree with you there. I think, though, that the patron is not the best judge of that, since the patron is biased in their own interest. While the patron may be a very good gauge of satisfaction, the patron isn't a good gauge of overall competence.

I'm on the phone all day with customers.

I hope your patrons are understanding of the difficulties you encounter while serving them.

If my computer is down, which does happen frequently at my job, again, I don't say "Can you call back later?" I take down their information and call them back.

That's a great policy, but one that many call centers do not permit.

 

[boomhauer]

It's not to be contradictory to the poster - It's my opinion of the CM I spoke with that I was disagreeing with. The poster is just making his/her opinion known, same as me. No right or wrong answer to that.

True, I can't judge the competence of the CM based on all those mentioned parameters, but I can certainly judge whether or not they're doing everything they can to help me. It's quite obvious she wasn't, as the very next person I spoke to moments later, had no problems with my request.

My patrons aren't all always understanding of issues that I may have while at work. That's why I'm never rude to a CM, regardless of how little help they give me. However, the difference being, I do absolutely everything within my power and knowledge to help my customers - Something this CM did not do.

As for calling me back, Disney most certainly allows it, as they do it. That's happened to me on many occasions.

 

[bicker]

It's not to be contradictory to the poster - It's my opinion of the CM I spoke with that I was disagreeing with. The poster is just making his/her opinion known, same as me. No right or wrong answer to that.

Understood. Thanks for the clarification.