CRO is the pits...anyone else agree?

[jcsbama]

I know there is a new thread about a wonderful CRO experience, however, that has not been my experience lately. I usually call CRO is the morning about 8:00 est on my way to work. If you ever call at that time and Ellis or Flora Marie answers, take my advice and hang up immediately. Don't even try talking to them because they will be no help. Somehow, I managed to get Ellis three out of five days last week. Ellis is very lazy and doesn't like to search for anything. One try and he's done. Got Flora Marie on Friday and she completely damaged my reservation because she wouldn't listen to me. She kept putting me on hold everytime she checked something and then put me on hold while she was making a change and because of this, didn't get the necessary information and we won't know until tomorrow if things have been put right and we still get to take our vacation that is to begin on Sat. I called this morning to check the status and dang Flora Marie answers. I hang up without speaking and call right back and then Ellis answers. EEK! Is there no one else that works the morning shift. There are five CRO offices and I know one of them has 1500 employees in that one office. How in the world do I manage to get the same idiots everyday!? If I'm not talking to Ellis or Flora Marie, the others seem to be so impatient and don't want to help or get irritated if I have them check more than one thing. Each CM doesn't have to comment on the amount of changes I've made. I know I've made them, but I've had very good reasons on each change I've had to make and they don't have to be rude about it. The desire to help has gotten so bad that I had a CM just a minute ago tell me "well, the computer is taking a while to check so there must not be any availability" and tried ending the call. I wouldn't do it and you know what? There was availability, she just had to work to get it and didn't want to.

People choose their profession. It's an option of where you work and what you do. Take pride in your work and put forth the effort to do it well. If you're not happy than there will be no passion for the job, which will just make everyone miserable. If you don't like it and feel it's not the right career path, then move on to something else. There will be someone right behind you to take your place and will probably do it better.

Sorry I had to vent. The thought of not being able to take our vacation is very disheartening. I also think part of the problem is Disney's reservation program. It doesn't appear to be the best program. Surely their programmers can do better than what they have.

 

[Fast Pass]

Gee,I'm sorry for your bad experience. Next time you get these people or ones like them don't bother asking them anything just say "I need a supervisor". It's amazing how sweet someone can become when they think they'll be getting in hot water.

 

[headoflife]

I am in no way defending the type of service you have recieved, and I too have had some lousy CMs at CRO. ( I have been fortunate to have a couple of great experiences, too. If you ever get Remington in Dining, consider yourself very lucky. He was great!) There is, however, a thread on here somewhare which discusses the new evaluation procedures for CRO cms. They are being given sales quotas and changes to reservations, even upgrades do not count. Time spent providing genuine customer service, including verifying reservations and answering questions, takes time away from sales, and the CMs are fired if thay do not make quota for 3 months in any rolling 12 month period. I believe this is having a strong negative impact on service, both because they are pushing sales above service, and in firing experienced CMs who do not make quota they are incresing the percentage of new CMs who are not really up to speed and may not know what they are doing. I still can't believe that you have managed to get the same inept people on the phone over and over! I hope it all works out, and that you have a great trip!

 

[pepe of ohio]

My wife and I have always made our own trips through CRO, and niether of us have had any problems with reservationists.. Some may be more informative and knowledgable then others but our plans and requests are always met, they are always pleasant and any change or addition we later might have to add always goes off without a glitch. Thats 30 years of WDW trips too. Can't figure why most people says they are having problems unless guests now a days are requesting way too much that disney can't guarantee.

 

[michaelwilliammidd]

Sorry you have had such trouble. DW and I have always had great CRO experiences except for 1 time with some hateful girl we had and reported. I don't know why it would make a difference but, we generally call at night and always seem to luck out. For instance I called last week to book our Nov. trip and had Ruben helping me out, who was very helpful.

 

[bleuwater]

We will be returning to DisneyWorld after 12 yrs and so of course, I have been so excited.

I have to say that the two times that I have called early in the morning, the CMs that I have had have been impatient and rude and just plain unwilling to help. I was actually thrilled that I got a really nice one the two times that I had to make changes! I have been a little nervous thinking that Disney had changed.

The two calls that were made in the afternoon or evening were the calls with the nice CMs/

 

[jcsbama]

I haven't made any requests other than non-smoking with my rooms and it's only DH and myself. My problem has been trying to check availability at different resorts. I agree with the above posts, you get better service in the afternoons and evenings. But the crappy part is that I have been told by several CM's that any cancellations go back into the system at night and to call right when they open to have the best opportunity.

I wonder if I have problems again and start trying to plan for my trip next year if the CM's service immediately improves.

 

[mickeyluv'r]

I don't defend the bad service, and I know I've called a few times in the past myself to change things, or to add PS's...and encountered various problems with CM's, but maybe, just maybe, the best solution for you is to minimize your need to call - to avoid something that is upsetting you. Maybe you could have someone else take turns calling so that your opinion of your vacation isn't pre-tainted by the experiences you are having now. Please don't flame me, it was just a thought, not a perfect solution.

 

[LindaBabe]

I can tell you that's one BIG reason why I call Jean at YMJ - so I DON"T have to deal with it!

 

[bleuwater]

I have only called a few times. The first couple of calls to get information, prices, etc to actually plan the trip and another call or two to tell them my flight #'s for the ME and then to take advantage of the free dining offer. I do not call WDW just for fun. When you spend this kind of money on a trip I think that it's reasonable to expect to be treated well by the CM's.

 

[HollyNEd]

I have to agree some of the CM's are not the best but it seems some people are just not cut out for customer service jobs. I have worked in customer service for years and to be honest there is always going to be those who are only worried about meeting their quota and nothing else(these are the same folks who look as this job as just a job not looking to actually help folks.) I think Disney needs to get on the ball with hiring managers who stress not only sales but also service. It can be done, but only if done right.

 

[cassie]

I'm sorry you had troublesome CM's in the am. I usually make my calls and any changes during the early evenings, and the CM's have been super. The only time I did call in the moring was last Sept when a hurricaine made my airline cancel my flight. The CM was very nice and I rebooked my room for 2 days later. Well, wouldn't you know that flight too got canceled and I had to again call and cancel my ressie.

 

[packy]

I reserved a package for late August yesterday and would describe the CM as 'dull'. Polite but no excitement. Maybe a young guy who was out partying Saturday night and was a little tired on Sunday. Bottom line, he got the job done so I am happy.

 

[Nolcrest]

No, In my experince CRO hasn't been the pits. I too call in the evening and I've never waited more than 5 minutes for them to answer. Some CM's are more animated than others but they've all answered any questions I may have had. Then again I don't call too often and make changes either.

 

[debster812]

Disagree. I have not once, ever, had a CRO experience that is the 'pits'.

I actually have to call them tomorrow to make a change on my reservation.

 

[blanq]

I have never had anything but excellent service when calling CRO. I do imagine that one runs the chance of receiving a new CM, which may slow your experience down some. I remember what it is like to be new at a job, so I use an extra dose of patience when I am dealing with an obviously new employee.

When I call CRO, I know what I want. For example, if there is a discount, I have the code on hand. With the free dining promotion running, I have read about posters calling for the free dining plan, and getting nowhere because they don't have a code and then getting frustrated about it. I don't call and ask if there is a code attached to my name, or send CM's on some wild goose chase. I don't ask for a bazillion room requests ("My little princess is turning 8 3 weeks after we visit, so to make her experience perfect we are really wanting a room on the 3rd floor, corner room, oh and we really need a view of the castle, and non-smoking too and if we can get a free upgrade to concierge that would be great too, but we want to switch rooms half way through our stay, because we heard the gardens are lovely and we really want to see those from our room balcony, but again we will need a corner room although we want to switch to the 5th floor the last half of our stay. Oh, and one more thing, we will be arriving early so would like early check in, and our flight doesn't leave until 11pm on the day we depart, so we would like late check out, if it's no trouble that is" ). Non-smoking is a priority so that is our first request. We may add one more request, but that is it, and I am totally prepared with those requests when I make the call. If there are no codes out, sometimes I will ask if there are any promotions or discounts available, but I generally only book when there are promotions out and I understand those promotions clearly before I call. I see nothing wrong with asking CM's to check availability at certain resorts or to change a reservation because of dates or whatever; that is their job and I have always found them to bend over backwards. I am always cheerful and polite ("Oh, thank you so much for your willingness to check that out for me") when I call CRO and I think that goes along way as the CM's pick up on your mood and tone and provide good service in return.

 

[bicker]

I have never had anything but excellent service when calling CRO. ... When I call CRO, I know what I want.

And that's a really important point -- one that comes up on every travel forum I've been on. The question comes up: Why use a travel agent? This is precisely why folks should or shouldn't use a travel agent. If you know exactly what you want, then you don't need one, and can trust that you can readily book using CRO without much concern. If you need customer service, your best bet is to use WDTC, Dreams Unlimited, or some other travel agency that specializes in the kind of vacation you want to have. That's what those folks are paid for -- not just sales, but service. For many years Disney had CRO working at cross-purposes to itself -- effectively competing against Disney's own travel agent partners. It's good to hear that they're moving to the more industry-normal model. That should move us to a place where those who don't want to pay for an extra level of customer service don't have to.