Frustrated with CM's....

[Momofonelittlemickey]

I wanted to see what your thoughts are regarding the CM's ability to work with the new Disney Visa discounts.

I realize they may be having system issues. However, I found the the CM's had very little knowledge about the discount. The member I spoke with, Harriet, also did not know her stuff!! She could not answer specific questions about specific resorts. When I referenced the "monorail" resorts she actually asked what I meant by that.

My personal opinion is that people that work in phone reservations need to be experts on not only the discounts/pricing... but also everything Disney.

I did take the survey after the call- but I'm wondering if anyone has a thought as to where I can provide feedback. I don't want to "complain" per say- but would share my frustration that I had to talk the CM through the discount...

 

[TJA]

I think at the end of that survey it mentions you could go online and provide additional feedback but I'd never remember the reference as to the exact site address to provide the feedback. Maybe if you go directly to the disney website, you could poke around and find a spot to provide feedback. If you can recite the CM's name and exact date and time that you called, I'll bet they can find the exact person and perhaps even your call was recorded.

As a side note, I too had a not-so-great phone experience last night. It was 56 minutes long, though I was on hold for a big portion of that time, but still the CM I had was not very knowledgable at all -- I had to keep telling her what things mean -- I hate to speak badly about her because she tried so hard and was really nice, but she didn't even know what I meant by "rack rate." She was silent each time I told her she was quoting me rack rate. Granted, maybe she didn't understand me, but I repeated it several times and she finally asked what I meant by rack rate. So I said "full price" and then she finally understood.

I really feel very strong about the fact that disney needs to implement these deals so they can be easily booked online. This particular deal is very confusing -- people are going to have many questions and the CM's are not equipped to answer them. It's crazy, really, that we still have to call on the telephone, sit on hold for an hour most times, only to get a CM that cannot help.

 

[dawgsgirl]

I love Disney, but dealing with them over the phone is a super pain. I feel sorry for the CM's since Disney does not train them well and it is a stressful and low paying job. Their computer system is a joke for a company so large and successful. It is amazing what us Disney addicts will put up with!!