Confirming your email address over and over!!

[Goingtoseethemouse]

Anyone else sick of confirming your name, address, phone number, email address, names, ages of children everytime you call for reservations? I am!!!! I call 2-3 times a day trying to book Christmas/ New Years 2008-09 and I spend more time reviewing the same info over and over. It's driving me CrAZy!!!!!!!!!!!!!!!!!! Sorry, I just needed to vent.......

Leyla

 

[des1954]

Yeah, I know what you mean!!! But then, I have a lot of patience for the CM's at the CRO.

I retired after 30 years in a call center. It can be a real stinker of a job. You can handle 1,000 calls correctly without having a "coach" observing your contacts - - - but when you get a little lazy on one call - wabbo!!! They've got you!

I applied for a position at WDW CRO & actually had the job, but backed out at the last minute. I couldn't take another job that involved incoming calls, a headset and a computer.

 

[Goingtoseethemouse]

Oh my goodness! WOW- 1000 calls a day....and having to ask the same questions over and over and over!! I dont blame you for not wanting anymore headsets and incoming calls! Yes, I mostly have had good experiences with them though. I actually spend a lot of time just chit chatting with them while they search for me! They usually get a kick out of me when I spit out all of my info before they even start asking.

I only had one or two bad experiences. Once I called up and needed a last minute room. I was 20 minutes away. The person on the other end told me he already checked for someone else, and nothing was available. I had to beg him to search. I ended up hanging up and calling back when he gave me a hard time. Well what do you know......I got a room. Again, that does not happen very often mostly everyone is wonderful!

But I do understand how the job can get exhausting.

 

[kimluvswdw]

Yes I am. When they pull me up in the computer they can see I have been there 12 times since 2002. Do I really need to keep giving them the same info that they already have? I guess if they say I do then I do.

 

[Memph1s]

Yes I am so sick of it. I tell them I have lived in the same house, with the same phone number, for 22 years, I promise if it changes I will tell you. They don’t seem to listen anyway. I have had to tell them my email changed every time for the last 2 years and I bet they still have the old address in the system. But I think what really riles me up is that they want to do all this when I am paying for the phone call. And it never fails as soon as I walk through the gate at one on the parks they want me to take time to do a survey.

 

[Goingtoseethemouse]

You are right!!! The call is not toll free! We are calling to give them business and the charges start right at the phone call!

 

[mrsgus06]

They have a toll free number. 1-800-828-0228. Now it won't seem so bad!

 

[Goingtoseethemouse]

Thanks for the number! I'll use it. But that only takes care of 1/2 of the problem. Still doesn't make up for the confirmation over and over....

 

[JPG]

Yes it can be a pain, repeating info over and over. BUT....take it from my wife who works in a reservation center. If you don't confirm things with people over and over, something will get messed up, and then the customer will blame you and be very unhappy. That may not apply to you, but it does to some. The agents are just doing what they have been trained to do, and are trying to get you what you want.

 

[We4mickey]

Just remember this is their job. They are only doing what they are required to. It may seem like a PITA to answer these questions, but if they don't it could be their job. A friend worked at the reservation center and they were very strict with having them get this information each time someone called. Be patient with them they are only doing what they have to.

 

[des1954]

Just remember this is their job. They are only doing what they are required to. It may seem like a PITA to answer these questions, but if they don't it could be their job. A friend worked at the reservation center and they were very strict with having them get this information each time someone called. Be patient with them they are only doing what they have to.

As a retired call center worker....thank you from the bottom of my heart!

Take it from me...the CM's know you know they have all your info, and some (or most) probably feel foolish asking you for it all over again. It's a part of their job...so folks, just suck it up and go with the flow!

When you consider the thousands of calls they deal with each day, not to re-confirm information could mean a messed up ressie. I'm sure no one would want that.

 

[Goingtoseethemouse]

You know, It is not the central reservations folks that I have a problelm with. The central reservation folks are GREAT and they do an FANTASTIC job. This thread was never about the folks at the call center at all! Of course they are just doing their job!!!!!!!!!!!!!!!!!!!!! They are doing a fine job at that!!!!!! They are the nicest, peppiest, sweetest people I have ever spoken to. It is a shame that the job is so "strict" with them.

However,I am annoyed by the process in which they are forced to adhere to. Yes, I agree that they are doing their jobs and they are doing a fine job at that. However the annoyance comes in on Disneys end.

First, I am upset that Disney does not follow through with their statement that dates are released 499 days in advance. So therefore I call and call and call, two three or four times a day to try to book (when they are not even released.) I waste hours on end with these calls.

JUST A THOUGHT- Maybe Disney can change their policy and have them check for availability BEFORE they get spend 5-10 minutes looking up your info and confirming with you. Then they would only have to go through that confirmation process if indeed the dates ARE available. I only get one reservation booked out of every 50 and sometimes even 100 phone calls because of availibility. So why confirm my info 20 times. Confirm it once, at the time of booking.
JUST AN IDEA!!!!!!!!!!!!

Again, don't take me wrong. I think the central reservation people do a terrific job. I just think big disney needs to realize that they spend so many hours confirming info with people, who do not even get to book because of availability.

 

[FWCamper]

I too got impatient going thru my family data, now I reserve my site over the internet. I checked it every morning before work until I get my dates. I found it quicker than placing the toll call as well since thier computers always seem real slow.

 

[bigdisneydaddy]

You know, It is not the central reservations folks that I have a problelm with. The central reservation folks are GREAT and they do an FANTASTIC job. This thread was never about the folks at the call center at all! Of course they are just doing their job!!!!!!!!!!!!!!!!!!!!! They are doing a fine job at that!!!!!! They are the nicest, peppiest, sweetest people I have ever spoken to. It is a shame that the job is so "strict" with them.

However,I am annoyed by the process in which they are forced to adhere to. Yes, I agree that they are doing their jobs and they are doing a fine job at that. However the annoyance comes in on Disneys end.

First, I am upset that Disney does not follow through with their statement that dates are released 499 days in advance. So therefore I call and call and call, two three or four times a day to try to book (when they are not even released.) I waste hours on end with these calls.

JUST A THOUGHT- Maybe Disney can change their policy and have them check for availability BEFORE they get spend 5-10 minutes looking up your info and confirming with you. Then they would only have to go through that confirmation process if indeed the dates ARE available. I only get one reservation booked out of every 50 and sometimes even 100 phone calls because of availibility. So why confirm my info 20 times. Confirm it once, at the time of booking.
JUST AN IDEA!!!!!!!!!!!!

Again, don't take me wrong. I think the central reservation people do a terrific job. I just think big disney needs to realize that they spend so many hours confirming info with people, who do not even get to book because of availability.

VERY WELL SAID

 

[Goingtoseethemouse]

VERY WELL SAID

Thank you!