Counter Service service improving?

[DisCopper]

Back when I was a kid (in the 70's), every cast member at Disney was amazing. Over the years, that quality dropped in the counter service area. The last few years have been especially bad. It seemed like they were putting the worst applicants in those jobs. I always sort of understood this... having to employ the massive amount of people that they do, you can't hire all perfect people, and you have to put the, uh... less qualified somewhere.

BUT... We spent a week in the World in late September. The counter service was generally very good. Sometimes it was even great. For example, we ate at the Studio Catering Company and had a great older gentleman at the register. He called me "young man," and when I told him that I was far from young, we got into a great banter. He did this while ringing up my order, making change, etc... all quickly and efficiently. He got me through the line as quick as possible, but still made me feel like he'd taken the time to treat me like a person.

We had a couple other similar experiences in each of the Parks. Counter service was never bad.

Anyone else finding the same thing? Or was it a fluke?

 

[Jeanieblue114]

I've been going to Disney for 35 years (since I was 3) and I couldn't agree with you more.

I think I know the guy you are talking about!!!
Was he at Catalina Eddie's? I ordered my Hubby a sandwich there and I was floored at how 'with it' the guy was!
Unfortunately, when I went up to pick up the food, the CM was unable to figure out what the items where and what to put on the try. He looked at the list at least 7 times for each item and then was asking other CM's. The older gentleman actually came back to check on him. I was the only one in line, so it was obvious that there was a problem.
I realized later that the CM was from Taiwan and having great difficulty reading the english words. He was frazzled and never should have been put in that position until he was more familiar with things.
I dont know why Disney would do that to him....or the customers.

I will also say that outside of Pecos Bill's they had a CM standing there trying to get people to come in (I found that weird). We went in and tried the new chicken dinner...pretty darn good. We were there during the Halloween party and we were dressed as Peter Pan , Wendy Darling, and John Darling. When we left, the CM asked if we liked the chicken dinner, we said yes.
As quick as a flash he said "now you have a new happy thought to help you fly".
THAT was a good one!

I have actually found that the employee's at WPE are really great, friendly, helpful.

Unfortunately, the CM's operating the rides and the cashiers at most stores were pretty bad. It became a running gag with our family that if we asked a CM a question we would receive an "I don't know" accompanied with the 'I don't care-shoulder shrug'.
SAD!
Disney is a service-industry biz. Without good service, they are destroying themselves.

 

[Anglefan]

That sounds like a really fun game to play, Jeanie! I'm a big questioner, so it shouldn't be too hard. And then even better, if they say "I don't know", keep asking them more questions until they do know one.

As far as the topic, good to hear a positive comment about WDW. First one I've read in like ever.

 

[Jeanieblue114]

That sounds like a really fun game to play, Jeanie! I'm a big questioner, so it shouldn't be too hard. And then even better, if they say "I don't know", keep asking them more questions until they do know one.

As far as the topic, good to hear a positive comment about WDW. First one I've read in like ever.

Please don't encourage me!

Although, I did feel a little forced to laugh about it so I didn't start to cry.
By the last day of the trip, I was asking the questions and taking a breath and then saying "let me guess, you don't know and have no way to find out the answer?"
I also started getting a little smart when we would have obviously clueless CMs say "is there anything else I can help you with?"
I would answer, "no, but is there anything that you would like to ask me?"

I just completed the Disney Institute Keys to Excellence Executive Training class in June, I think that the people teaching that class still believe that Disney does the extensive CM training that they used to do. I think those people need to spend a day at the MK a little more often.

It's like watching your hero fall.

 

[ScubaCat]

The only rude ride operator I ever encountered was space mountain who told us we couldn't wait to ride in the front seat of the car. I stood to the side and let him fill in the rows in the existing car and then we jumped in spot #1 and #2. He then said "next time we can't do that" or something snippy like that. Beyond that, I've never found a whole lot to complain about.

And remember, it's guest service, not customer service I worked at a disney store once and actually got in trouble for calling someone a customer!

 

[Lynn5700]

Honestly I have never had a problem at one of the CS... The CMs always seem to be very nice and helpful.