Crabby Mouse Services!

[Tink's Pixieduster]

I would like to know.......Do they have hair dryers at POR????

Yes.

 

[TheRustyScupper]

. . . You know, I truly understand that people have bad days, but come on, I didn't do anything except call? . . .

1) OK, the CM shouldn't have been so brisk with you.
2) However, you just took money from his pocket!
3) He actually lost payroll money by talking to you!

4) All resort reservations CM's are on a quota system.
5) Make quota and you get up to a 2x bonus. Miss quotas and get fired.
6) Each of three guest classes must "sell" a specified dollar amount per hour.
. . . one amount for newbies who need a lot of help
. . . one amount (higher) for frequent visitors who need less help
. . . one amount (even higher) for annual visitors who need very little help
7) By answering your questions, he reduced his hourly average.
8) At worst, he misses his average three months per year and gets fired.
9) At best, he doesn't make his quota and missed his bonus for the month.

NOTE: Reservation CM's are there to "sell" packages. Yes, they answer non-selling questions, but those cost them money. The function of reservations has changed over the past couple of years. They cannot afford the time to schmooze.

 

[lntsmom]

The reality of working in tourism is that you can't afford to p.o. people. I don't care how you're paid, if you are rude to the customer, they turn on you.

Having worked in a tourist attraction I would say that, if the question is reasonable, the CM has a duty to answer it in a professional manner. If the question is unreasonable you have to be both professional and tactful.

Going off on a bit of a tangent...there was a recent news article about how people over 35 have a completely different expectation about service than those under 35 have. The author's summary was that those of us over 35 need to deal with it...younger people don't have the communication skills we do because they've spent their whole lives plugged in to electronics. I say that's hogwash! As long as I'm opening my wallet, the service industry needs to provide service!

I think the CM is lucky you didn't ask to talk to his supervisor!

 

[boxer]

1) OK, the CM shouldn't have been so brisk with you.
2) However, you just took money from his pocket!
3) He actually lost payroll money by talking to you!

4) All resort reservations CM's are on a quota system.
5) Make quota and you get up to a 2x bonus. Miss quotas and get fired.
6) Each of three guest classes must "sell" a specified dollar amount per hour.
. . . one amount for newbies who need a lot of help
. . . one amount (higher) for frequent visitors who need less help
. . . one amount (even higher) for annual visitors who need very little help
7) By answering your questions, he reduced his hourly average.
8) At worst, he misses his average three months per year and gets fired.
9) At best, he doesn't make his quota and missed his bonus for the month.

NOTE: Reservation CM's are there to "sell" packages. Yes, they answer non-selling questions, but those cost them money. The function of reservations has changed over the past couple of years. They cannot afford the time to schmooze.

\


I thought she called directly to POFQ, and not central reservations??? If this is the case, she talked to a POFQ 'desk CM' that should NOT be under any 'quotas' to meet.

Basically the desk CM's ARE there to schmooze, and make you feel a little better about spending $5k on a vacation, lol.

 

[shovan]

1) OK, the CM shouldn't have been so brisk with you.
2) However, you just took money from his pocket!
3) He actually lost payroll money by talking to you!

4) All resort reservations CM's are on a quota system.
5) Make quota and you get up to a 2x bonus. Miss quotas and get fired.
6) Each of three guest classes must "sell" a specified dollar amount per hour.
. . . one amount for newbies who need a lot of help
. . . one amount (higher) for frequent visitors who need less help
. . . one amount (even higher) for annual visitors who need very little help
7) By answering your questions, he reduced his hourly average.
8) At worst, he misses his average three months per year and gets fired.
9) At best, he doesn't make his quota and missed his bonus for the month.

NOTE: Reservation CM's are there to "sell" packages. Yes, they answer non-selling questions, but those cost them money. The function of reservations has changed over the past couple of years. They cannot afford the time to schmooze.

What??? Well if she ended talking to a reservation CM, that's Disney's fault. They funnel all the lines together & you have to really hunt to find the phone number to speak to someone at the front desk of "your" resort.

Even so, everyone who answers the phone or speaks with customers should have some basic public relations skills. Rudeness from a Disney CM just isn't acceptable to me.

 

[logansmummy]

1) OK, the CM shouldn't have been so brisk with you.
2) However, you just took money from his pocket!
3) He actually lost payroll money by talking to you!

4) All resort reservations CM's are on a quota system.
5) Make quota and you get up to a 2x bonus. Miss quotas and get fired.
6) Each of three guest classes must "sell" a specified dollar amount per hour.
. . . one amount for newbies who need a lot of help
. . . one amount (higher) for frequent visitors who need less help
. . . one amount (even higher) for annual visitors who need very little help
7) By answering your questions, he reduced his hourly average.
8) At worst, he misses his average three months per year and gets fired.
9) At best, he doesn't make his quota and missed his bonus for the month.

NOTE: Reservation CM's are there to "sell" packages. Yes, they answer non-selling questions, but those cost them money. The function of reservations has changed over the past couple of years. They cannot afford the time to schmooze.

Uh no I called directly to the POFQ resort not reservation guest services......

 

[logansmummy]

AMEN!!! & very cute child!!!! ADORABLE

\


I thought she called directly to POFQ, and not central reservations??? If this is the case, she talked to a POFQ 'desk CM' that should NOT be under any 'quotas' to meet.

Basically the desk CM's ARE there to schmooze, and make you feel a little better about spending $5k on a vacation, lol.

 

[MermaidsMom]

Post deleted by OP because poster feels bad about the unpleasant tone and hopes everyone will forgive it.

I guess I should change my avatar to Grumpy today!

 

[goofy4tink]

1) OK, the CM shouldn't have been so brisk with you.
2) However, you just took money from his pocket!
3) He actually lost payroll money by talking to you!

4) All resort reservations CM's are on a quota system.
5) Make quota and you get up to a 2x bonus. Miss quotas and get fired.
6) Each of three guest classes must "sell" a specified dollar amount per hour.
. . . one amount for newbies who need a lot of help
. . . one amount (higher) for frequent visitors who need less help
. . . one amount (even higher) for annual visitors who need very little help
7) By answering your questions, he reduced his hourly average.
8) At worst, he misses his average three months per year and gets fired.
9) At best, he doesn't make his quota and missed his bonus for the month.

NOTE: Reservation CM's are there to "sell" packages. Yes, they answer non-selling questions, but those cost them money. The function of reservations has changed over the past couple of years. They cannot afford the time to schmooze.

She didn't call CRO.

\


I thought she called directly to POFQ, and not central reservations??? If this is the case, she talked to a POFQ 'desk CM' that should NOT be under any 'quotas' to meet.

Basically the desk CM's ARE there to schmooze, and make you feel a little better about spending $5k on a vacation, lol.

However, I'm not at all sure she did talk to POFQ either. Even when on-site you can't be sure if you're really talking to your resort front desk or the central answering area. That's why I seldom call the resort, either from home or while there. The OP may very well have gotten a central answering area..not POFQ front desk.

 

[Mike©]

Gee, I wonder why so many people here complain about the CM's being busy on the phones while they are WAITING IN LINE with immediate questions while AT the resort. Could it be because people all over the world are calling to ask questions about diet soda, hair dryers, water temps, etc. months before they arrive? Disney spends alot of money on a website called www.DisneyWorld.com and if the info isn't there it's very easy to find here. The soda issue can't be resolved anyway so I imagine the CM wondered why they were answering the call instead of helping the guest in front of them. Either they will have the soda or they won't.

If the phone abuse doesn't stop, eventually they will stop access for everyone who may have a legit question a day or two before arrival. We have seen little comforts go away before after guest abuse of the system.

Customer service, yes. Our servants, no. Rudeness is never acceptable on either end. Flame away.

I guess I should change my avatar to Grumpy today!

I agree with you 100% !!! I often wonder why I see so many questions here on the DisBoards that can be looked up in less than a minute on the Disney Site. I can't even imagine the hundreds silly questions that poor CMs have to answer on a daily basis on the phone that the caller could have VERY EASILY looked up on the web site.

 

[Tink's Pixieduster]

Gee, I wonder why so many people here complain about the CM's being busy on the phones while they are WAITING IN LINE with immediate questions while AT the resort. Could it be because people all over the world are calling to ask questions about diet soda, hair dryers, water temps, etc. months before they arrive? Disney spends alot of money on a website called www.DisneyWorld.com and if the info isn't there it's very easy to find here. The soda issue can't be resolved anyway so I imagine the CM wondered why they were answering the call instead of helping the guest in front of them. Either they will have the soda or they won't.

If the phone abuse doesn't stop, eventually they will stop access for everyone who may have a legit question a day or two before arrival. We have seen little comforts go away before after guest abuse of the system.

Customer service, yes. Our servants, no. Rudeness is never acceptable on either end. Flame away.

I guess I should change my avatar to Grumpy today!

You know, I started a much longer dissertation defending the "legitimacy" of my question to the POR CM about the caffeine-free low-acid drinks, but I decided to post something that might enlighten you to my "legitimate" reason for asking my question.

The info I wanted wasn't available on the WDW website (which honestly is not very helpful for this type of question), so I called Guest Services and they didn't have the answer either. I was referred to the PO resort by Guest Services who was nice enough to transfer the call.

I cannot wait until I arrive at the resort and THEN find out there is a problem. I wish my dietary needs didn't exist, but truthfully I can easily be accommodated if anyone takes just a little extra preparation. The fact that a simple phone call would tell me what I need to know and make my vacation more pleasant because I can prepare in advance is reason enough to call.

I have been to WDW enough times to hear complaints that to me seemed petty, but who am I to judge? My cousin who was five years older than me died as a result of the same disease I have because he did not take the precautions I am taking. I shouldn't have to explain this to you or anyone else, but I'm doing it here because I do not appreciate the tone of reprimand in your post. You have to understand that preparations like these need more than a day or two before arrival to be met, if they are going to be met at all.

I am currently looking into a grocery delivery that will provide what I need while at the resort since the resort will no longer provide it. I have ample time to shop around for different providers and find out what they have available, and I will actually have more variety this way. I very much doubt I could pull this together in just one or two days, as you seem to suggest I should. I am not angry about having to take this extra step, just maybe a little disappointed. I've already gotten over it.

I feel you have unfairly judged me and I am amazed at the mean spirit in your post. I certainly didn't take an abusive tone with the CM when I called, but I was treated rudely in return for my question. And, FYI, I did not take anyone away from paying customers. The person I spoke with was not a front line cashier or server, or standing at the registration or concierge desk helping guests that were there. I know this because I asked.

The bottom line is, I wasn’t complaining about the lack of beverages that will meet my dietary restrictions, but about the attitude I received from the CM for asking my questions. Now, you are doing the same thing.

If you're healthy, God bless you and I hope it stays that way. But please do not presume to judge me for asking a question about something that to you is as simple as soda if asking that question will help to prolong my life and its quality.

 

[logansmummy]

Gee, I wonder why so many people here complain about the CM's being busy on the phones while they are WAITING IN LINE with immediate questions while AT the resort. Could it be because people all over the world are calling to ask questions about diet soda, hair dryers, water temps, etc. months before they arrive? Disney spends alot of money on a website called www.DisneyWorld.com and if the info isn't there it's very easy to find here. The soda issue can't be resolved anyway so I imagine the CM wondered why they were answering the call instead of helping the guest in front of them. Either they will have the soda or they won't.

If the phone abuse doesn't stop, eventually they will stop access for everyone who may have a legit question a day or two before arrival. We have seen little comforts go away before after guest abuse of the system.

Customer service, yes. Our servants, no. Rudeness is never acceptable on either end. Flame away.

I guess I should change my avatar to Grumpy today!

Are you kidding me? First of all I don't appreciate your tone. Secondly, I have never complained about waiting in a line at the resort? With that being said, I called the resort that my family and I will be staying at which is PAID IN FULL, I am considered a guest there, I have questions no matter how big or small that needed answering. I had 2 questions that took two seconds to answer, I didn't need for pay for an attitude. At the time I didn't have the time to look it up on this site or this thread. When I started this thread it was just to vent about losing my Disney Magic Mood PERIOD.


I HOPE YOU HAVE A MAGICAL DAY! I know that I will.

 

[GilbertFL]

If its caffine free you need, then sprite should work

 

[Tink's Pixieduster]

If its caffine free you need, then sprite should work

Thanks for the suggestion , but unfortunately, Sprite does not agree with me, either. And although root beer is usually caffeine-free, Barq's root beer which is provided at both PO resorts food courts, contains caffeine.

S'all good. I'm looking into getting a delivery from Garden Grocer or a similar delivery service.

 

[MermaidsMom]

Are you kidding me? First of all I don't appreciate your tone. Secondly, I have never complained about waiting in a line at the resort? With that being said, I called the resort that my family and I will be staying at which is PAID IN FULL, I am considered a guest there, I have questions no matter how big or small that needed answering. I had 2 questions that took two seconds to answer, I didn't need or pay for an attitude. At the time I didn't have the time to look it up on this site or this thread. When I started this thread it was just to vent about losing my Disney Magic Mood PERIOD.


I HOPE YOU HAVE A MAGICAL DAY! I know that I will.

My response was a generic response to a message board to be read by anyone at anytime. It was not directed to anyone personally, I have no idea if anyone here personally has ever complained about being in line. I used the examples of soda, hair dryer, etc. in this thread because they were being discussed here. Next time I will refrain from using anyones quotes when posting a generic message so it won't be taken personally.

It's because we all love Disney that we handle things in our own way and I am worried they will clamp down on phone calls if there are too many. This is NOT the first post I have read where people talk about this issue, it's just the one I finally responded too. Maybe with a little too much gusto? Everyone here seems like a very nice person and I hope I didn't cause anyone to be distressed, that wasn't my goal.

 

[southernbelle20]

I just looked at your countdown. Looks like we will be at POFQ at the same time ! Are you packed yet - I'm not even close to it

We will also be at POFQ May2nd-9th. And we are also going to the P&PP on May 2nd. Look forward to seeing yall there!

 

[maxiesmom]

My response was a generic response to a message board to be read by anyone at anytime. It was not directed to anyone personally, I have no idea if anyone here personally has ever complained about being in line. I used the examples of soda, hair dryer, etc. in this thread because they were being discussed here. Next time I will refrain from using anyones quotes when posting a generic message so it won't be taken personally.

It's because we all love Disney that we handle things in our own way and I am worried they will clamp down on phone calls if there are too many. This is NOT the first post I have read where people talk about this issue, it's just the one I finally responded too. Maybe with a little too much gusto? Everyone here seems like a very nice person and I hope I didn't cause anyone to be distressed, that wasn't my goal.

You know, I can't think of any other vacation spot where people call and ask so many questions. Maybe I am just ignorant, but do people call the hotel they are staying at ahead of time to ask questions about soda flavors and hair dryers and room locations? I can see how such questions would be annoying, but how long do they take to answer? But people do need to relax a little and not try to plan every single detail of their Disney trip, down to the soda flavors and wanting a first floor room with a good view of the duck that walks by once a day. Honestly, you are going to be at Disney World! Isn't that what is important? Can't you deal with the rest?

 

[safetymom]

I think this thread is very close to closing. Please get your last comments in. There is no need to be mean to others on this thread.

 

[logansmummy]

Hey check into that Barq's thing, I heard recently that their products are now caffeine free........

 

[logansmummy]

Whoo Hoo, hey I'm sporting a purple bagalini w/ a hubby & a cutie son. Maybe we will see you at the pool. I can't even wait to go. They are calling for snow this coming week here in PA and we just had a 73 degree week? Crazy