Decline In WDW Operator Friendliness

[Briar_Rose]

We have not been to WDW since Sept 04. I distinctly remember the CRO and WDWTC staff being very friendly and helpful when I made my resort and dining reservations. They really made me excited for my trip and made me remember the Disney difference in customer service. The experience I have had planning this trip have been in sharp contrast to my previous experience. They were not really rude, but cold, impersonal and extremely "efficient," which is to say that I felt that I was pushed through the assembly line at warp speed by a woman that might as well have been a robot. I have gotten friendlier service from the phone company. It was the same with all of the calls I made, which were on different days at various times of day. Has anyone else felt this way and/or knows what has caused this? Where would I send a complaint? I did the little survey after my call, but I would like to send an email somewhere. It is a small thing, but it really left me with a bad taste in my mouth. Are the CMs at the parks and resorts just as friendly as ever?

 

[Sammie]

Some are and some are not. A few rotten apples in all departments. I just try to stay focus on the fact that not everyone is like that. But yes you will encounter some in the parks and resorts who do not appreciate the Disney spirit.

 

[girt25]

I agree with all your observations except "efficient".

I also don't remember the last time somebody said "have a magical day" which was pretty standard a couple years ago. It's a little thing, but I always liked it.

 

[TheRustyScupper]

. . . They were not really rude, but cold, impersonal and extremely "efficient," which is to say that I felt that I was pushed through the assembly line at warp speed by a woman that might as well have been a robot . . .

1) Unfortunately, there is a good reason.
2) CRO & WDTC (now called DRC) used to be there to help.
3) Now they are there to SELL.
4) Each reservation person is on a sales quota system.
5) If they make the hourly sales quota for the month, they get a bonus.
6) The bonus can be up to twice their hourly pay.
7) If they do not make quota for three months of the year, they can be fired.

8) That is why you are prompted for how many visits you have made to WDW.
. . . there are four levels of caller
. . . from newbie to well traveled
. . . the DRC operator talks to three levels
. . . the most experienced level must be passed along to another DRC group
. . . each level has a different hourly sales quota
. . . example: operators with frequent traveler needs maybe $1500/hr in sales

NOTE: It is a matter of life. If the operator spends time simply chatting (like they used to) they can't make their hourly average quota for the month and risks their job. Thus, "efficiency" is the name of the game.

 

[mickeyluv'r]

How interesting. I usually avoid responding tothe prompts, even though I've been to WDW numerous times..from now on I'll be sure to respond to that one...

 

[nbodyhome]

This is true, they have to keep up their numbers (and they get extra commission if they do well).

The one thing I've noticed this year is something that is a big no-no, or used to be. It's not unusual for DRC agents to hang up on me first anymore. It doesn't happen all the time, but often enough to be noticeable. When I worked at DRC in 2001, we were told that the guest was to always hang up first. I am not sure what has changed in the last few months, but I get a lot of hang-ups now!

 

[tinklvr64]

I love when The Rusty Scupper is online and posts. Thank you for all of your insightful information!

 

[Kira G.]

I'm sorry you had less than stellar service making your latest reservation. My last experience with Disney reservations was WONDERFUL - including a manager working with me very graciously to resolve a stupid Disney gift card problem.

I hope that your trip makes up for it!

 

[disnut8]

I might be in the minority here but when I make any hotel/motel/resort reservation that's not a Disney one, I make it on the internet because I feel phoning gets such an impersonal response. I can't even tell you how many times I've asked for something specific, like a higher floor for my mother-in-law, only to be told that "all our rooms afford a view".

With Disney, I want to talk to that person. Maybe I've just had good luck but I've never gotten off the phone with a Disney operator and not had good service.

I guess I compare Disney to any other resort chain and Disney still kicks butt.

 

[Sammie]

Rusty covered it in a nutshell and many times, not saying this is true of the OP, but others on here have remarked they felt the agent was rude, but in truth they were just not chatty or spreading pixie dust.

Many, want to chat up the CMs, and share how excited they are, etc, etc. and as Rusty said they simply do not have the time anymore or the incentive to tie up their phone lines listening.

So if being quick, to the point and not chatty is considered a decline, then I am afraid it will be something you will just have to accept.

 

[AllAboutDisney]

I experienced a not so friendly CM while making dining ressies. He got irritated that I didn't want to leave a cell phone number as a contact. I told him they cuold reach me at home or at the GF. I went on to make another dinner ressie and he said there were no openings at all for the day I chose. I hung up with him and immediately called back and got a 7:20pm ressie. Mot so magical....oh well all's well.....I can't wait to go!

 

[MomOf2DisneyKids]

the other night, for the first time ever, I quickly ended a call and called back again to get a new person...and this was just for making ADR's.

 

[finedice]

Ok, so I'm not on the WDW frequent flyer program... But I have been 5 times in my life, and my previous reservationist(s) were much more friendly, courteous and gracious than those for our most recent trip. It appears (according to previous posts) that if you want great service, just opt for the "I've been 4 or more times with the most recent visit more recent than 2004" option. In three calls to disney in planning this most recent trip - only once have I felt I was being treated by someone who knew they were in the service industry.

 

[rie'smom]

I feel very lucky. Every CM that I've dealt with over the years has been wonderful,including the CMs booking my May trip.

 

[AggieTexan]

I've made three calls in the last 10 days, and all three times I was very pleased with the service. All the calls ended with, "Have a magical day." Maybe it's just the luck of the draw.

This is the first time I've booked a trip to a WDW resort, so I don't have any past experience to compare this reservation to.

 

[CarolMN]

...(snip)... It appears (according to previous posts) that if you want great service, just opt for the "I've been 4 or more times with the most recent visit more recent than 2004" option. ......

I decided the exact opposite. Punch in that this is your first visit.

I bet that the agents who deal with the "experienced" visitors have higher quotas - because "experienced" visitors probably don't need as much help/advice/hand holding and know that they want, thus the averge call time should be shorter. At least that is how I would set the quotas, LOL.

 

[mirthmaiden]

I agree with all your observations except "efficient".

I also don't remember the last time somebody said "have a magical day" which was pretty standard a couple years ago. It's a little thing, but I always liked it.

I've called probably 15 - 20 times in the past 3 months. I've heard that once. I remembered it because it was out of the ordinary.

 

[BC1836]

We've been to WDW three times in the last 11 months (and we drive from NJ every time). We change reservations, alter resort stays, make requests and ask questions---and every time we have spoken with the most friendly and courteous folks.

 

[GreatLakes5]

Good report here too - made our reservations for '08 today and had GREAT service!

 

[BroadwayGirl]

The one thing I've noticed this year is something that is a big no-no, or used to be. It's not unusual for DRC agents to hang up on me first anymore. It doesn't happen all the time, but often enough to be noticeable. When I worked at DRC in 2001, we were told that the guest was to always hang up first. I am not sure what has changed in the last few months, but I get a lot of hang-ups now!

Now there is an after-call survey for a random sampling of callers. I know I've heard the prompt a few times when I called. If the CM didn't release the call first then the caller wouldn't be able to take the survey. From what I hear, old school CMs don't particularly like the new way of doing things. Then again, due to the focus on sales first and service second, many of the old school CMs are gone because of not making the sales goals and many of the new people being hired are straight sales oriented rather than guest service oriented so they just want to get through the call and on to the next one.