Do CMs treat people as they are treated?

[tennisfan]

I also think what a lot of people need to take on board is that Disneyland & WDW have been around a lot longer then DLRP so have had time to perfect stuff. Not excusing DLRP at all as I said before i'm very fortunate to have never had a problem with CM in all my trips not to say it doesn't go on with other

 

[disney_princess_85]

I also think what a lot of people need to take on board is that Disneyland & WDW have been around a lot longer then DLRP so have had time to perfect stuff. Not excusing DLRP at all as I said before i'm very fortunate to have never had a problem with CM in all my trips not to say it doesn't go on with other

DLP has been around for almost 20 years now. Besides, wouldn't the training be the same across the board? It's all Disney, after all.

I appreciate that the Americans are generally better at customer service and that us Europeans can be a bit grumpy sometimes, but it's no excuse to be rude to a paying guest. I do think that visitors from the US are likely to be disappointed with the service in any European location, not just DLP, because it's just so different to what they're used to.

Luckily, I have never been 'shouted at' by a CM, or anything like that. If a CM did shout at me, or belittle me in some way, I would make a complaint. Did any of you guys who received bad service make a complaint? If the management don't know about the problem, how are they supposed to fix it?

 

[anne789bears]

Did any of you guys who received bad service make a complaint? If the management don't know about the problem, how are they supposed to fix it?

Yes, I'm sending off a detailed letter regarding our disappointment with the CMs. Fortunately I noted down the name of one particular CM who was dreadfully rude to our family, so hopefully some kind of disciplinary action will be taken. I'll update on the board if I get a response.

 

[disney_princess_85]

Yes, I'm sending off a detailed letter regarding our disappointment with the CMs. Fortunately I noted down the name of one particular CM who was dreadfully rude to our family, so hopefully some kind of disciplinary action will be taken. I'll update on the board if I get a response.

I'll be interested to find out how they handle your complaint. Usually they are quite good with these things.

 

[Jonjo]

Yes, I'm sending off a detailed letter regarding our disappointment with the CMs. Fortunately I noted down the name of one particular CM who was dreadfully rude to our family, so hopefully some kind of disciplinary action will be taken. I'll update on the board if I get a response.

Unfortunatley the name of the CM you took down, might not be their real name. If a CM loses their name badge at DLP they have to buy another one. So what sometimes happens is that some CM's wear someone elses name badge when they are on duty or they share a spare one that is left in the locker room.

 

[jillrobinson]

Apologies if my post offended anyone it wasn't meant to, I was responding to the OP's opening statement, which I assumed was a generalisation and certainly not aimed at anyone in particular.

Flortlebap I totally understand your frustration I would have been annoyed at a waiter or waitress behaving like that, for the manager to do so is totally unacceptable and I sincerely hope that you took their name and have made an official complaint.

anne789bears I don't know the circumstances relating to your incident, but I hope that your letter will elicit a satisfactory response.

I hope that both of you were able to enjoy the remainder of your trips despite the upsets.

On the most recent complaints management course I attended, I was told that on the whole people who make complaints
want to be listened to,
want to know that the complaint is taken seriously and investigated accordingly
and finally want reassurance that appropriate actions are taken to ensure the incident doesn't happen again.

Although I haven't had any problems with CM's I have written to DLP customer services on 1 occasion to raise my concerns about incorrect information given to me by not 1 but 2 CM's in City Hall on seperate occasions. I wasn't prepared to argue my case there and then but I did note the CM's names and forward them with a suggestion that DLP review their training policy. I received an apology, a thankyou for highlighting the issue and a refund of food vouchers I'd be unable to use as a result of the incorrect information.
I like to think that those CM's went on to receive better training as a result.

Maybe I do see DLP through rose tinted spectacles, but I have no reason not to, my expectations have always been met or exceeded, it's a shame that others have been unfortunate to have their view tarnished by those that I honestly believe are a very small minority of DLP employees.

 

[Ware Bears]

It's clear that some people don't want to accept reports of poor service at their precious DLRP so instead think that the guests must have been to blame. Just because you may not have experienced poor service yourself doesn't mean it does not exist or is given only to those who treat CMs poorly.

I love DLRP, but I don't look at it with rose tinted glasses and I think some people on here become genuinely, deeply and personally offended if anyone mentions anything negative about it

As a moderator I have to read every thread and yes, I admit it, I would much rather read posts where people are singing DLRP's praises than hear about their negative experiences. However everyone's entitled to post about their experiences whether they be good or bad, just as others are entitled to comment on them.

I've been fortunate too, like Jill, in that I've not had any bad experiences yet crossing my fingers as I type but I do have the utmost sympathy for those who've not had the wonderful holiday they've worked hard and saved all year for.

 

[dlpSteve]

I can assure people that my original post wasn't in reference to specific people on here. Whilst the recent posts got me thinking, it was my observations within DLP from my trips which I'm talking about. None of the recent posts on here in any way indicate the kind of behaviour I was talking about.

Denise and I have three parks to compare in WDW, Tokyo Disneyland and DLP so it's not like we are just blindly behind DLP. Both our experiences and customer service have been better at DLP - guess we are lucky as that one is just a few hours away!

 

[DLPdaft]

The CMs are less outgoing and adult visitors are less excited (you just feel that many of them just go for their kids and don't enjoy the visit)- it makes the whole experience somewhat dull.
It doesn't matter if french customer service is even worse, the whole Disney themepark concept requires a certain attitude (from CMs and visitors) in order to produce this Disney Magic and that's just not happening in Paris.

Sorry I'm reading this through for the first time, so excuse if I end up posting several replies.

I actually noticed this week how many groups of people, young women, men, adult couples etc, visit DLP without any children in their party at all. They looked pretty happy to me, and quite excited to be getting their photos taken with some of the characters too.

 

[DLPdaft]

So in your opinion then, by asking (politely) for a refund on a meal which turned up cold, soggy and uncooked (the Bacon was GREEN!) there was clearly some reason, which may or may not have been my fault, for the manager (in front of the whole restaurant), to snatch the plate off me and throw it across the counter, having shouted at me saying there was nothing wrong with it and who rolled her eyes at me when I asked (again politely) for a refund? who then proceded to wander off swearing under her breath in french (clearly presuming I didn't speak french when I do ) I think behaviour like that is disgusting, particularly in front of a restaurant full of children. And I fail to see what I did to warrant that kind of treatment - I only complained about food which had potential to cause food poisoning (the cm interestingly wouldn't eat it when I offered )

No, as a manager I don't think there was any excuse for that - and I'm sure that most people would agree thats unacceptable. I'd complain about that.

I've complained in the past about a couple of DLP's policies, but I have to say I have had no cause for complaint about the attitude or service from any CM I've encountered at DLP in any of the visits we've made. I think, like Libby Darling, I'm usually going around with a big grin on my face there, and along with a please and thank you, it seems to go a long way at DLP . I lost count of the number of times I was wished "have a great day" by the CM's this week.

 

[DLPdaft]

Maybe I do see DLP through rose tinted spectacles, but I have no reason not to, my expectations have always been met or exceeded, it's a shame that others have been unfortunate to have their view tarnished by those that I honestly believe are a very small minority of DLP employees.

I agree with this - I guess my rose tinted specs will stay on until I have something serious to complain about, so far it hasn't happened.
From what I've read here from other members, clearly there are issues and things could sometimes be done better, but unless you let management at Disney know about it, how will they know the extent of the problem?

 

[disney_princess_85]

I actually noticed this week how many groups of people, young women, men, adult couples etc, visit DLP without any children in their party at all. They looked pretty happy to me, and quite excited to be getting their photos taken with some of the characters too.

DBF and I are a young adult couple and we absolutely love DLP, so I agree with what you've said Elaine. Disney is not just for children- far from it!

 

[loladelorean]

Sorry I'm reading this through for the first time, so excuse if I end up posting several replies.

I actually noticed this week how many groups of people, young women, men, adult couples etc, visit DLP without any children in their party at all. They looked pretty happy to me, and quite excited to be getting their photos taken with some of the characters too.

I'll back this up too - I'm another 20-something DLP nutter and have always had magical experiences. I've followed this thread with interest and have been trying to think of negative experiences with CMs last year - many of you will already know about the strange experience we had in Cafe Mickey where the waiters acted in a most unDisneylike fashion, but other than that I can't think of any bad CMs.
I have been a waitress for 6 years so have received all kinds of treatment from customers over the years - from being clicked at to being shouted at in my face. When bad behaviour by customers gets extreme, I calmly tell them so and direct them towards management.
I am in no way saying that bad service is excusable - it isn't, and just because I haven't experienced it at Disney, I believe it is there and it is a real shame. However, to answer the title of the thread and look at it theoretically, I think CMs at DLP probably put up with a lot of unacceptable behaviour from guests and feel sorry for them in this regard.
If I experience negative behaviour by CMs on my upcoming visit, I'll report on it in my TR and if it's very bad I'll contact Disney. Vice versa - I'll tell you all about the great CMs we encounter, and if they're really amazing I'll email Disney to tell them so.