From Orlando Sentinel- Evaluation of Disney Reservation Agents

[UrsulasMyHero]

I'd like to think so, but *shrug* Most business planners often think in the Short term. *shrug*

Having come from a marketing background, I understand the principles of "Lets get the money now, and worry about the consequences later" mentality, but it doesn't make for happy people anywhere.

 

[MickeyCrazed]

Maybe I'm not the brightest bulb on the block, but if people were happy with customer service be it at the call cetenr, hotel,parks or rests., wouldn't business increase (maybe not short term) but in the log term, because of overall customer satisfaction?

Actually, you are one of the brightest bulbs on the block.

I work for a large corporation who also offers incentive. Our company was built on premise of superior customer service. Over the years, I have watched it plummet due to the enforcement of sales quotas. But it doesn't matter, because the top execs have padded their pockets as much as possible, and now we are on the chopping block because we will soon be aquired by another large corporation.

It's truly saddens me to see the same thing happen at the Walt Disney Corporation. I used to have dreams of retiring to FL and getting a part time job at WDW. Now, I just dream about the Magic still being alive by the time I reach retirement age.

I hope top execs at WDW take the time to read these type of theads. Believe that I am not a disgruntled employee. I am sincerely a person who believes that if you give the customer great service, they will continue to patronize your company with no regard to the prices you charge.

 

[Luv2Roam]

UrsulasMyHero I wish you the best in your new position.
Believe me, you don't see me trying for a DRC floor position!

It is a much harder job than anyone can imagine. But like any job, there are people who are going to love it, and others that just hate even going in.

Best to you!

 

[UrsulasMyHero]

Thanks hon for the well wishes. The State of Florida is now my employer, and I'll be handling the unfortunates in our society. I think that will be a good change.

When it began, my best friend was filled with the magic, another friend (who still works there) Thought this would be his last job. Sadly, Neither of them feel that way any longer. Kate went loving everytihng about the mouse to wanting nothing more to do with Disney.... EVER (mind you this was the place she took her wedding vows).

I wish that they would see the error of their ways and make it Guest oriented once more... so much of the magic has died... *sigh*

 

[SnackyStacky]

I know I'm going to get alot of flak for this post....but alot of airlines, credit card and other call centers have some sort of "quota" based employee eval's. My neice worked for a large credit card call center in Tampa for years, had wonderful revues regarding great customer service comments and attendance, problem solving skill. but when they started the "selling" stipulation in her job discription, her eval's went down and she was let go. She just wasn't a salesperson. So this is not unique to Disney. Also, I have yet, in all the times of calling the Disney Reservation Center ever gotten anything but great service. So to all of those employee's, thank you.

The difference I see between those airlines, credit card, and other call centers (and I too worked in one) are on an 800 number. It's not the customer (or guests') dime - it's the company dime! And I can understand the push to get people off the phone, and maximize the profit. I'm not saying I agree with it, but I understand it.

But when Disney doesn't have an 800 number (at least not a readily available one!), they should be doing WHATEVER it is that person needs - and NOT place any kind of quota on the agent who answers the phone.

I was reading in another thread the number of calls that agents field with children asking to speak to Mickey Mouse!!!! Should that count as a call towards their quota?