Disney Dining CM's need better training!

[mickeysgirl17]

Today, I called to make an ADR for California Grill and for HDDR. The lady I spoke to seemed very nice but unfortunately, she was not trained properly. We made my ADR for California Grill with no problem, but she was taking an extremly long time doing it.

Afterwards, I wanted the HDDR so she told me about availability. I explained I was on the Deluxe dining plan and she asked for my Credit card number which I know for a fact that it is just a hold and won't be charged unless I'm a no show since I'll be paying with my Deluxe dining credits.

Well, she took my card number and told me the price was $150 and change and she was going to charge it right now. I told her that was wrong and that since I am on the deluxe dining, I would be paying with my credits and that she can't charge my card right now and that it was just a hold in case I didn't show. She told me to hold on and I was waiting on hold over 15 minutes. I finally gave up and hung up.

I called back and made the ADR with another CM. She did much better, but she also made a mistake. The previous CM told me that Cat. 1 seating was still available for the last show even if you are on the dining or deluxe plan and then the 2nd CM told me only Cat. 2 seating for everyone on the dining plans. I calmly explained that I just called and cat. 1 seating was available for dining plan guests for the last show only and she quickly realized she was wrong and apologized.

I just can't believe how much trouble I had to go through to get a ADR.

 

[Ohio Disney Girl]

I have to say, I've been calling OFTEN (like three times a day) and the variety in quality of Dining CMs is kind of scary

They have all been pleasant, but some take 1 sec. and say, "Nope, all booked." Others take FOREVER, and still others seem to be searching individual times throughout the evening I request to really "search" for something???? I'm not sure of all of the ins-and-outs of the system, but it's strange.

Even weirder, tonight, I called the same line I've been calling with the same options (I swear!) and the person who answered just said, "Welcome to Walt Disney World. My name is ...." When I told him I wanted to make a dining reservation, he said, "Let me transfer you to someone in dining." Proceeds to ask my name, resort, etc...before transferring me. Then, lady who answers in dining asks me what I wanted. Told her that I needed another party of 4 for a Sept. night for Ohana as my sister and family wanted to join us and I hadn't been able to get another booking anwhere as it is completely booked. She asys, "Well, why don't we just make you a party of 8?" Now, I've been asking for them to check this date for 3,4,6, and 8 for weeks now to no avail. I said, "If you can do that, that would be great!" Then she says, "What time would you like?" I told her and VOILA! Party of 8 at Ohana for the date and time I wanted! I was dumbfounded!
Called back 10 minutes later with the confirmation number as I was sure it was a mistake and nope, it's there perfectly!
What the heck was THAT!?!

 

[mickeyluv'r]

Yes, the CM's when you call are very poorly trained. At first I thought it wasa fluke, but I've called too many times where I was far more informed than the CM I was talking with. I've never been snotty, but many are absolutely clueless.

Teh last tiem I called about ADR's, I was on the phone - NOT counting wait time and time where I was entering info - over 45minutes. All I wanted was to try for a single ADR. She ended up going over ALL of my personal info, ages, dates, names spellings, for all my family members that have ever gone to WDW with me. It was crazy! And she was SO SLOW! And all of it on MY DIME. That's the part that really ticked me off. And they have the nerve to ask you to stay on the line for a survey...

What other major company doesn't have an 800 number (or 888, or 886)?

 

[Jubilee]

Yep, I could've posted one just like this...I spoke with a woman the other day...went through my usual (looking for a Le Cellier lunch and Akershus breakfast to fit in somewhere last minute) and once she realized I was asking for ones that she couldn't get me she just started blowing me off..I said, I'd like to see if there's availability for Le Cellier on suchandsuch date and she says, "Nope all gone" IMMEDIATELY! She actually did not search for this because it was the next breath after mine. UGH!

 

[IMACM]

I am sooooo sorry you all are getting not so great Disney service!! I will tell you that Disney does contract out an at home agency and there are A LOT of poorly trained agents there. If you are getting poor service PLEASE get their name!! There is an email address you can write to about this poor service. ALSO, everytime an agent books a reservation for you, their name is on your reservation. If you feel this is a huge issue please email the guest services with your reservation # and it will be checked into. I can give you a hint about the off Disney property agency, if the CM gives you a first and last name that is who you are talking too. Those CM's at the res center are given stage names and it is a 1st name only and I can guarantee they ARE trained properly!!

As far as the current dining system, it is a very simple system that requires minimum info inputed and it brings up the whole availability for that dining period.

I hope that helps!!!

 

[Ohio Disney Girl]

Is there also a place to report Dining CMs who do a FABULOUS job? I have also had some really wonderful, helpful, thorough people who deserve a pat on the back!

 

[bytheblood]

I agree, they need more training. The experience calling CRO for anything these days is terrible. I will be booking eveything I can online and I will only call in when necessary.