Does Member Services know how often you call?

[Corinne]

I am just wondering......I am on a waitlist. I have been before so I know how it works, but I wonder, do they know if you have called them everyday to inquire if the waitlist has come through....or for any other reason you have called???

 

[starbox]

I am just wondering......I am on a waitlist. I have been before so I know how it works, but I wonder, do they know if you have called them everyday to inquire if the waitlist has come through....or for any other reason you have called???

If you check on DVC member.com - under vacation details it will indicate your new reservation as soon as the waitlist comes through. Much better than being on hold!

 

[Starr W.]

If you check on DVC member.com - under vacation details it will indicate your new reservation as soon as the waitlist comes through. Much better than being on hold!

I agree with Starbox, you can check as often as you want on line. It's pretty exciting when you see that change in your reservation.

Plus I would probably plan on calling then finally remember when MS was closed for the day.

 

[Corinne]

Oh cool....I have never done that before on the DVC site....thanks! I still would love to know if they track your calls...

 

[Starr W.]

Oh cool....I have never done that before on the DVC site....thanks! I still would love to know if they track your calls...

I don't think the DVC software is that sophisticated, but I may be wrong.

Though if I do call to ask a question, add DME or something not doing with booking a reservation, I usually wait until the afternoon after the morning rush.

 

[Corinne]

OK...I just went over to the DVC Member site. It does not show I am on waitlist, but you are saying if/when it does come through, it will be posted there. Am I understanding you correctly?? lol....needless to say, as a planner this last minute trip and waitlist stuff is too much!

 

[Starr W.]

OK...I just went over to the DVC Member site. It does not show I am on waitlist, but you are saying if/when it does come through, it will be posted there. Am I understanding you correctly?? lol....needless to say, as a planner this last minute trip and waitlist stuff is too much!

It doesn't show the waitlist, but if you look under vacation details it will show the change in your resort or the additional days.

 

[starbox]

OK...I just went over to the DVC Member site. It does not show I am on waitlist, but you are saying if/when it does come through, it will be posted there. Am I understanding you correctly?? lol....needless to say, as a planner this last minute trip and waitlist stuff is too much!

Corrine - the waitlist does not show up - but the new reservation will just show up if/when it comes through.

 

[Corinne]

Thanks so much, I really appreciate your replies!

 

[salmoneous]

I don't think the DVC software is that sophisticated, but I may be wrong.

I work with phone reps in another industry. Our software can't/doesn't track number of times a customer calls. But the phone reps are well aware of the folks who call every week!

 

[Starr W.]

I work with phone reps in another industry. Our software can't/doesn't track number of times a customer calls. But the phone reps are well aware of the folks who call every week!

We used to have certain customers that called a few times a day. Pre-voice mail, a few used to be surprised that the ladies that answered the phones knew them by voice.

 

[Perdita&Pongo]

OK...I just went over to the DVC Member site. It does not show I am on waitlist, but you are saying if/when it does come through, it will be posted there. Am I understanding you correctly?? lol....needless to say, as a planner this last minute trip and waitlist stuff is too much!

The F5 key on your computer keyboard will be your new best friend!!! Just keep reloading that "Vacation Details" page!!

 

[JimMIA]

The suggestion of checking the member site is a good one.

However...there have been numerous reports here of people calling MS to check on their waitlist, being told it had NOT come through, and then being told to hold on a minute. Moments later, the happy CM comes back on the line announcing that the waitlist "...JUST came through!"

It's just amazing how that happens in precisely that way so often...

 

[CarolMN]

The suggestion of checking the member site is a good one.

However...there have been numerous reports here of people calling MS to check on their waitlist, being told it had NOT come through, and then being told to hold on a minute. Moments later, the happy CM comes back on the line announcing that the waitlist "...JUST came through!"

It's just amazing how that happens in precisely that way so often...

I've posted this before, but for those who may have missed it -

When someone cancels a day for which there is a waitlist, the computer knows it and puts the match in the "waitlist file". The computer cannot make the actual reservation on its own. A CM needs to complete the process.

The "waitlist file" matches are worked based on arrival date, so those whose waitlists have come through quite a ways in advance may not find out about it right away if the CMs are busy or if there are lots of matches ahead of theirs. When the phones are busy, it is my belief that the waitlist work is put aside (as are email messages) and everyone answers phones. That's just the way call centers work.

The reason so many members report calling and finding out that their waitlist has "just come through" is that many CMs will look at the "waitlist file" if the caller mentions waitlisting. If the match is there, the CM can just complete the process at that time and the caller hangs up happy. But the caller did not get anything they wouldn't have gotten anyway.

Once you are sure that your waitlist is entered properly, there is no need to call to check on it. You can just watch for the reservation to appear on the Members' website.

 

[icouldlivethere]

I've posted this before, but for those who may have missed it -

When someone cancels a day for which there is a waitlist, the computer knows it and puts the match in the "waitlist file". The computer cannot make the actual reservation on its own. A CM needs to complete the process.

The "waitlist file" matches are worked based on arrival date, so those whose waitlists have come through quite a ways in advance may not find out about it right away if the CMs are busy or if there are lots of matches ahead of theirs. When the phones are busy, it is my belief that the waitlist work is put aside (as are email messages) and everyone answers phones. That's just the way call centers work.

The reason so many members report calling and finding out that their waitlist has "just come through" is that many CMs will look at the "waitlist file" if the caller mentions waitlisting. If the match is there, the CM can just complete the process at that time and the caller hangs up happy. But the caller did not get anything they wouldn't have gotten anyway.

Once you are sure that your waitlist is entered properly, there is no need to call to check on it. You can just watch for the reservation to appear on the Members' website.

This makes perfect sense. I know when I made my waitlist requests the CM took a lot of notes as to what I wanted him to do if one of my waitlists came through. Obviously a computer wouldn't be able to read his notes so it makes sense that once the computer matches you up that a CM has to actually read the notes and complete the process.

 

[FLYNZ4]

I've posted this before, but for those who may have missed it -

When someone cancels a day for which there is a waitlist, the computer knows it and puts the match in the "waitlist file". The computer cannot make the actual reservation on its own. A CM needs to complete the process.

The "waitlist file" matches are worked based on arrival date, so those whose waitlists have come through quite a ways in advance may not find out about it right away if the CMs are busy or if there are lots of matches ahead of theirs. When the phones are busy, it is my belief that the waitlist work is put aside (as are email messages) and everyone answers phones. That's just the way call centers work.

The reason so many members report calling and finding out that their waitlist has "just come through" is that many CMs will look at the "waitlist file" if the caller mentions waitlisting. If the match is there, the CM can just complete the process at that time and the caller hangs up happy. But the caller did not get anything they wouldn't have gotten anyway.

Once you are sure that your waitlist is entered properly, there is no need to call to check on it. You can just watch for the reservation to appear on the Members' website.

Carol.

This makes perfect sense. I did miss your previous postings... but when I heard of the "instant waitlist grants"... this is exactly what was going through my mind. Thanks for confirming.

/Jim

 

[mikayla73]

I am not sure if MS keeps track of calls, but I know it can be done. In a helpdesk type situation, keeping track of who called, how often, and why is beneficial for tracking problem trends and noticing issues before they impact lots of other people.

Or there could be a "ticket" open that has all the reservation info with a comments section and each CM can make a note in there on why you called and what they did to help you for that reservation. They obviously have some sort of way to keep all your reservation info together, it wouldn't be very hard for them to have a comments section along with that info.

Like I said I don't know if they track how often you call, but it is possible for them to do it. I would think it would be common practice to do it, like recording phone calls for training purposes. It could help them with improvements to their systems and/or training new CM's.

Either way if they do or don't like salmoneous mentioned above, they'll know or at least we did when I used to work "chronic" issues in a helpdesk situation. We didn't mind unless the person was being a meanie.

 

[FLYNZ4]

This makes perfect sense. I know when I made my waitlist requests the CM took a lot of notes as to what I wanted him to do if one of my waitlists came through. Obviously a computer wouldn't be able to read his notes so it makes sense that once the computer matches you up that a CM has to actually read the notes and complete the process.

You are right that the computer cannot interpret the special instructions in hand written notes... but I wouldn't give it a very high probability that the next MS CM will get it right either. Manual processes with interpretation tend to be error prone.

My experience is the closer you can keep everything to SOP is generally to your advantage.

/Jim