Hi skent10, I noticed you are from Libertyville. I grew up there and moved away in the late 70's when I was 14. Very fond memories fishing at Lake Butler, playing with friends, etc. Lived off of Golf and Bedford Ln if my memory serves me correctly.
OK back to topic ..
As far as service, Cast Members are just locals working for Disney. Like any company, a bad apple may get through the screening process or sombody could just be having a bad day. I understand this more than most as I paid my way through college managing restaurants, so I may be a bit more tolerant of blips because I know they WILL happen. It is up to the manager to maintain expectations of both the patrons and the employees and if someone is having a bad day to adjust their attitude or just send them home. I'm sure the typical Orlando resident who works for Disney is not sprinkled with pixie dust each day. If your experience is horrible and your CM is not resolving it, talk to the manager, that is what they are there for. The example I gave earlier, the manager did comp us for coffee and desert even though we did not ask for it nor were we aware of it until the bill came.