Does anyone say anything to the less than 'magical' cms ?

[RickinNYC]

I would never say anything to a upset or angry looking cast member. You don't know them, or what may have just happened prior to you encountering them. I had to go to work right after I was diagnosed with MS. I'm sure I didn't have a smile plastered on my face that day. If someone had said to me, "It really isn't that bad is it?" without knowing me, I would have told them exactly what was wrong. On another occasion my father was having heart surgery while I was at work. Again if a stranger had made such a stupid comment to me I would have told them to be glad their father wasn't having major surgery at the moment.

I'm sorry but I have to wholeheartedly disagree with your comment. If you are having such an emotionally taxing day, you take the day off, you do NOT take it out on someone else, whether it's a coworker or a guest. And if you don't get paid for that day off and you can't afford it, OR if there is anything else that might happen for having the day off, I guess I have to say that you suck it up and do your best. There is never a reasonable excuse for being rude. Quiet or lacking in all-smiles, sure, that's no big deal. But to be rude, absolutely not. As for that guest that said, "it really isn't that bad is it?", I would imagine he/she was simply trying to elicit a smile or a better attitude by adding a little brevity to a situation.

I managed a customer service department and call center for a few years shortly after I graduated from college. If any of the reps were surly or downright rude to a customer in person or on the phone, I pulled them aside and told them they were out of hand. Yeah, some said they had a bad day or were going through troubles at home. Given their employment status and their work history, I'd usually give them the benefit of the doubt and give them another chance. If they had a history of this behavior, they were either told to leave and their pay was docked, or they were let go. Again, a lot of things were taken into consideration before such harsh action was taken. But frankly, some people are just not meant for a customer oriented job.

 

[jeannej]

My mother works at a resort. She is older and I suspect she just gets tired. She also has this stern look she doesn't realizes she gets when she is concentrating. So, perhaps when we begin judging people by their facial expressions, we might what to think about what we look like when we are concentrating.

Another comment I have is sometimes it isn't possible to seperate personal issues from work. My husband was called by his family, twice in six months,
to be notified that his youngest sister passed away and his mother has passed away. Being a plant manager, he can't just walk off the job. That could and I am sure does happen to the hourly wage workers. I remember making a comment to a chaier about "it can't be that bad" and she said it was. I remember thinking I was surprised but it sure humanized her for me in a hurry and I responded that I hope it got better for her.

We have to remember just like we want to be treated like human beings that service workers are human and have the failings of one.

jeannej

 

[duck_adoo]

Didn't mean for this to get out of hand...I understand that sometimes stuff happens and I also understand sometimes people are focusing on what their doing (that's why I put it in the OP). I was honestly just curious. I have many times gone out of my way to comment on great service also. It just seems that many posts have been referencing consistently SOME cm's being less than cheerful BTW...I don't think "It really isn't that bad" is a 'stupid' comment. I find the word 'stupid' personally offensive and should be used sparingly. It's getting as if you can't ask opinions on these boards without getting flamed

 

[Jen D]

I started working as a cashier in a pizza job when I was 15 and I worked there for three years but when I started at 15 I still had a lot to learn about keeping the customer service happy-face on... didn't happen often but I remember occasionally being upset over something or other, my first manager was a real SOB.

The folks who "reminded" me to put my game face back on did it so subtly and sweetly maybe they were just nice people. They were just completely friendly and respectful. People who made needling, vaguely bullying comments asking me to smile got the official frozen smile but I tell you as a 15 year old kid I just felt a lot worse. But I guess they got their smile.

I'm not excusing myself (I was a dumb kid) or castmembers with a less-than-magical attitude. But there is an old very corny expression I can't believe I'm repeating-- if you see someone without a smile give them yours.

There is some fast food place that advertises that if you don't get a smile you get a free french fries or something like that. I can't think of anything more depressing than reporting to a store manager not getting smiled at so you can get a free order of fries.

(on edit) I'm not saying this to flame to flame OP or imply rudeness on OP's behalf... this is just my perspective...

 

[Sammie]

Didn't mean for this to get out of hand...I understand that sometimes stuff happens and I also understand sometimes people are focusing on what their doing (that's why I put it in the OP). I was honestly just curious. I have many times gone out of my way to comment on great service also. It just seems that many posts have been referencing consistently SOME cm's being less than cheerful BTW...I don't think "It really isn't that bad" is a 'stupid' comment. I find the word 'stupid' personally offensive and should be used sparingly. It's getting as if you can't ask opinions on these boards without getting flamed

I did not see any flames, I saw people disagree. There is a difference. It is also getting on these boards if you disagree with someone, you are immediately accused of flaming.

I don't take any of the posts about CMs seriously as I was not there and I am never going to form an opinion about a situation where I get one side of the story.

 

[duck_adoo]

I thought the 'stupid' comment was offensive as I stated in my previous email. I honestly thought when someone is offensive it's flaming. Maybe I'm wrong . I have absoultely no problem w/people disagreeing. I just wish this whole thread would close. I wasn't passing judegment on any situtation, I wasn't saying the cm's were rude, I was just curious if anyone says anything. Calgon take me away........................

 

[Marseeya]

I'm just talking in general here and not about CMs because I don't believe we had a "bad" or rude CM (except our silent monorail driver, LOL).

When I encounter an employee who's being borderline rude, I usually try some kind of sympathy tact, depending on the circumstances. Like at Walmart if they're obviously busy and short tempered, I'll make a remark about how busy they are and how tough it must be and that typically relieves the tension.

If someone's downright abusive, I speak to them in a coldly polite tone and complain to a higher up. One time I went to a food court and placed an order. I was getting a slice of pizza for my son. Anyway, the worker there, who was also the manager, slammed the pizza board down on the counter and said, "F*&^!" loud enough for me to hear him when I ordered. I would have walked away then and there, but my son was only 3 and crying for pizza He asked me if there was anything else I wanted and I said, "Not. Now. There. Isn't." with a glare and he calmed down. No apology, though, and an apology would have gone a long way!

 

[Bill From PA]

Here's another who, in 8 trips of 7 park days or more each, has yet to encounter a CM in a negative way. If that day ever comes, I'll just blow it off in the knowledge that it will probably be another 8 trips before it's likely to happen again. My rule for dealing with rude service in general is that as long as I get what the situation calls for, I withhold comments, otherwise I start with the body in front of me and go up the foodchain until the matter is resolved.

Bill From PA

 

[Laugh O. Grams]

Just curious..does anyone ever say anything to the unhappy cm's? Not to the supervisor or anything..but to the cm him/herself? I personally have said things to unplesant cashiers. Nothing rude..just something like 'It really isn't that bad is it?' I think sometimes people are just so focused on what they are doing maybe they don't realize their facial expresssion. If it was an ongoing issue at a resort I would most definetly say something to a manager.
Just curious..

No...I would never say anything to a CM who seemed unhappy...and the OP's just talking unhappy here, correct? Some other posters said that they would complain if a CM was straight up rude, and I agree, but just unhappy? Never. People have low points in their lives, or might be momentarily thinking about something at home while you walk by, but are great the rest of the day. If I didn't get a smile or an over the top Disney attitude, somehow I can go on with my vacation and still have a great time. Once I have given the money to the cashier, our 30 second lifetime experience together is over and I don't give it a second thought. If they were rude, I would definitely say somethingto their manager, but would probably not say anything to the CM. Why bait someone who is in a angry/surly/rude attitude to do something possibly worse? It's managements job to discipline employees, it's my job to have a great vacation, end of story.

 

[Sammie]

I'm sorry but I have to wholeheartedly disagree with your comment. If you are having such an emotionally taxing day, you take the day off, you do NOT take it out on someone else, whether it's a coworker or a guest. And if you don't get paid for that day off and you can't afford it, OR if there is anything else that might happen for having the day off, I guess I have to say that you suck it up and do your best. There is never a reasonable excuse for being rude. Quiet or lacking in all-smiles, sure, that's no big deal. But to be rude, absolutely not. As for that guest that said, "it really isn't that bad is it?", I would imagine he/she was simply trying to elicit a smile or a better attitude by adding a little brevity to a situation.

I managed a customer service department and call center for a few years shortly after I graduated from college. If any of the reps were surly or downright rude to a customer in person or on the phone, I pulled them aside and told them they were out of hand. Yeah, some said they had a bad day or were going through troubles at home. Given their employment status and their work history, I'd usually give them the benefit of the doubt and give them another chance. If they had a history of this behavior, they were either told to leave and their pay was docked, or they were let go. Again, a lot of things were taken into consideration before such harsh action was taken. But frankly, some people are just not meant for a customer oriented job.

I agree completely if the employee was truly rude and disrespectful. However I truly think some on these forums expect the CMs to gush all over them with "Disney happiness". Anything less and they call them rude.

I don't think you should expect anymore from a Disney CM than you do from your clerk at your local grocery store and I don't think that is the case with some people. And please do not anyone tell me you are spending a fortune so you deserve to be treated like a princess 24/7. Regardless if I spend $10 on a meal at a food court or $10,000 at the Grand, I expect the same.

I just personally think that many of the complaints on these forums are from unrealistic expectations that have more to do with where they are, than what is actually happening.

 

[tlbwriter]

I'm sorry but I have to wholeheartedly disagree with your comment. If you are having such an emotionally taxing day, you take the day off, you do NOT take it out on someone else, whether it's a coworker or a guest. And if you don't get paid for that day off and you can't afford it, OR if there is anything else that might happen for having the day off, I guess I have to say that you suck it up and do your best. There is never a reasonable excuse for being rude. Quiet or lacking in all-smiles, sure, that's no big deal. But to be rude, absolutely not. As for that guest that said, "it really isn't that bad is it?", I would imagine he/she was simply trying to elicit a smile or a better attitude by adding a little brevity to a situation.

But I thought that was the point - that CMs might be sad or down for a good reason, and it's not fair to expect them to be happy all the time. Just as long as they're not rude.

 

[Marseeya]

I thought the 'stupid' comment was offensive as I stated in my previous email. I honestly thought when someone is offensive it's flaming. Maybe I'm wrong . I have absoultely no problem w/people disagreeing. I just wish this whole thread would close. I wasn't passing judegment on any situtation, I wasn't saying the cm's were rude, I was just curious if anyone says anything. Calgon take me away........................

I think you need to develop some thicker skin if you're going to post on these boards here if that one comment hurt you so badly. Everybody else seems to be responding quite well to your post, so why let one negative remark bring you down?

 

[Sammie]

I thought the 'stupid' comment was offensive as I stated in my previous email. I honestly thought when someone is offensive it's flaming. Maybe I'm wrong . I have absoultely no problem w/people disagreeing. I just wish this whole thread would close. I wasn't passing judegment on any situtation, I wasn't saying the cm's were rude, I was just curious if anyone says anything. Calgon take me away........................

There is a difference in thinking that a statement made by someone is stupid vs. thinking that person is stupid. If someone comments they feel what you said was stupid, that is their opinion. If they call you stupid for saying it, then yes that would be flaming. See the difference.

And as someone posted, when you go into the kitchen of public forums, you sometimes feel some heat or at least what you percieve to be heat. Some people are more easily offended. Some are not.

Personally with me, someone I do not know can not upset me. My close friends and relatives can upset me, but not total strangers.

Enjoy your Calgon bath and do not give it another thought.

 

[RickinNYC]

I agree completely if the employee was truly rude and disrespectful. However I truly think some on these forums expect the CMs to gush all over them with "Disney happiness". Anything less and they call them rude.

I don't think you should expect anymore from a Disney CM than you do from your clerk at your local grocery store and I don't think that is the case with some people. And please do not anyone tell me you are spending a fortune so you deserve to be treated like a princess 24/7. Regardless if I spend $10 on a meal at a food court or $10,000 at the Grand, I expect the same.

I just personally think that many of the complaints on these forums are from unrealistic expectations that have more to do with where they are, than what is actually happening.

I couldn't agree with you more. I guess I should clarify that I don't consider someone giving me a half hearted smile or another who simply goes through the motions as being rude. They are merely doing their jobs adequately and I don't feel there is anything to complain or feel slighted about. I am actually talking about those individuals who are surly, rude or snide to a guest or customer.

 

[duck_adoo]

thanks.I just didn't want this to turn into a refillable mug /pool hopping thread
Everyone have a great day!!!

 

[epcotfan]

duck_adoo, please don't think I was flaming you and please don't take what I said personally. That wasn't my intent. And I wasn't calling you stupid.
I just don't think it is right to make a comment like that to someone you don't know.
Also my post wasn't refering to rude cast members. Just those that might look serious, worried or unhappy.
I don't think it is being rude if a cast member isn't smiling. As long as they are doing their job politely and efficiently that is all that matters.

I'm sorry but I have to wholeheartedly disagree with your comment.
If you are having such an emotionally taxing day, you take the day off, you do NOT take it out on someone else, whether it's a coworker or a guest.
And if you don't get paid for that day off and you can't afford it, OR if there is anything else that might happen for having the day off, I guess I have to say that you suck it up and do your best.
There is never a reasonable excuse for being rude. Quiet or lacking in all-smiles, sure, that's no big deal.
But to be rude, absolutely not. As for that guest that said, "it really isn't that bad is it?",
I would imagine he/she was simply trying to elicit a smile or a better attitude by adding a little brevity to a situation.

I managed a customer service department and call center for a few years shortly after I graduated from college.
If any of the reps were surly or downright rude to a customer in person or on the phone, I pulled them aside and told them they were out of hand.
Yeah, some said they had a bad day or were going through troubles at home.
Given their employment status and their work history, I'd usually give them the benefit of the doubt and give them another chance.
If they had a history of this behavior, they were either told to leave and their pay was docked, or they were let go.
Again, a lot of things were taken into consideration before such harsh action was taken. But frankly, some people are just not meant for a customer oriented job.

When did I say I was rude? I never said I was rude to a customer, nor have I have been.
My point was that I was probably looked a little more serious and worried those days and comment
like, "it isn't that bad, isn't it" would have not been appropriate considering the situation. Not smiling does not equate rudeness.

 

[duck_adoo]

Don't worry about it..I'm just a little sensitive w/the 'stupid' word. And probably had the wrong impression of flaming. As someone else posted I should expect a little heat, thicker skin. As I said, I just was curious. And we all know what curiosity did to the cat

I was trying to get across that sometimes people *do* have other things on their mind like I said if someone is focusing on something, their not ignoring you,they are just in the middle of something. I just don't want this like I said..I didn't want this to be a negative post..and hopefully it won't be.

thanks!!