CRO Issues

[mbanks21]

What you dont see is the hundreds and hundreds of CRO agents that love their jobs and love disney. This is no differant than any other job in the world. There are people that work there that come in just for a paycheck but there are those that genuinely love their jobs and the people that they talk to .

 

[vicki_c]

Thanks for explaining that there's supposed to be a purpose behind those questions they ask when you call (first time visitor, how many trips, etc.). I always hoped there was some reason for that beyond collecting statistics!

 

[amejr999]

WOW....no wonder the agents are crabby. I can't believe the union approved that. From what I was told, they fought so hard to get the commission and now, they don't.... I'm not surprised they're unhappy and I wouldn't be surprised if they have a higher turnover now than before.

Unless something changed very recently, DRC isn't unionized. They actually voted to reject the union a few years ago.

 

[FirstNo]

Unless something changed very recently, DRC isn't unionized. They actually voted to reject the union a few years ago.

Sounds like it happened after I left. When I was there, there was a union, but you were not required to join.

 

[FirstNo]

Thanks for explaining that there's supposed to be a purpose behind those questions they ask when you call (first time visitor, how many trips, etc.). I always hoped there was some reason for that beyond collecting statistics!

We were told that Disney 'listened' to their guests and their guests told them they "want to feel appreciated." So, Disney felt that if the info was kept, and gone over every single time you call, you (the guest) would "appreciate" Disney 'remembering' you and thanking you for your repeated business. Personally, I just want to find out how much something costs and if it's available. I know how many times I've been. If I want to book, then lets go over all that info then. If Disney really wants to appreciate me, I can think of better ways to do so other than thanking me for returning.

 

[Luv2Roam]

In theory the segregation of phone callers should work and be a win/win situation. A newbie probably has a lot of questions and needs a lot more information than they realize.
While guests who are repeat visitors don't want nor need the time consuming information and suggestions. Most likely they have their own experiences to fall back on.
Consider the information that has to be swimming around in the sales agents heads. I don't know how they do it as well as they do.
Even here when you think everything is obvious or explained fully, there is always someone who misinterprets, wants to circumvent or asks a question most would not have even considered.
I think many of these misunderstandings are guests asking a question, and getting the answer. But maybe they were not asking what they thought, over generalization or misinterpreting the answer.

 

[ScrappinGran]

I truly appreciate all that the CM's do, but when you get an uninformed one, it is very frustrating. Yesterday I purchased MNSSHP tickets. The CM could not get my credit card to work. She read it back to me and she had transposed 2 numbers in the second set of numbers on the card. Easy to do, no problem. I told her the correct number sequence, and again -it won't go through. She read it back to me, this time she had typed in a wrong number in the first 4 numbers. So she fixed that and it STILL won't go through. This time I read her the entire card number and expiration and it finally went through. Then she told me to be sure to keep my MNSSHP tickets with my passport when traveling, not to put them in my luggage, in case my luggage is lost. Nice tip, but I told her we weren't traveling outside of the country, so we would not have passports, but I thanked her for her advice. THIS is a kicker...she said ( I swear )...oh, you don't need passports to travel inside the United States?
Um...no. Then I went through everything with her ( I was nervous now ) while waiting for my confirmation number. She proceeded to chit chat and then said...well, have a great time on your trip. I very hastily interrupted her and said we were waiting for my confirmation number, remember? She said..."Oh yeah...let me find your purchase again. YIKES!
I am hoping she was just new.

 

[crostorfer]

Look on the bright side, at least Disney hasn't outsourced it's call center to India like every other company in this country. Everybody chant : "USA! USA!"

 

[tiger4me2]

Look on the bright side, at least Disney hasn't outsourced it's call center to India like every other company in this country. Everybody chant : "USA! USA!"

Hush now before they read this & outsource

 

[chickenskin]

We've had numerous problems with CRO screwing up our reservations, most often with a simple room only. We will never book through anyone but our AAA TA, never, ever a single issue, totally effortless and I can email her with anything having to do with our res. and she takes care of it, no problematic phone calls and the like.