Great CM Service!

[CraftyOtt]

I know there have been a few posts about "grouchy" CMs while trying to plan the FD deal. I just have to give a special thumbs up to the CM that helped me today. I originally booked online this morning, but as usual, I messed it up (didn't click on the special tab to get the free dining so I was charged for dining). So I called this morning to get it fixed, but the first CM couldn't find that ressie I just made, so he made a new one and told me to call back later to cancel the online one (this CM was very nice, too). I called back just a little bit ago and that CM was SOOOO helpful. It turns out the 2nd ressie shouldn't have been made, the first CM should have gotten help to change the first one. She took the time to straighten everything out and made sure deposits were switched, credits were taken care of, and double and triple checked that everything was OK with the free dining. I am so glad there isn't a survey for the CM to rate us customers!! Or do they make little notes on our accounts?(....WARNING--customer has no aptitude for online booking, you also may want to speak very slowly to her....)

I love it when a plan comes together!

 

[disneymyway]

That's so great! I have had such nice service booking rooms and making ADRs too!

Now, I have had CMs that were better than others - I've had a couple of things happen that they have messed up and I always tell people to confirm and maybe even reconfirm - and make sure to bring a printed copy of things from home. But never rude treatment.

It's not that I don't believe it happens. That would just be stupid to think that CMs are going to be perfect 100% of the time.

But you have to wonder if sometimes the "rude" customer service is a result of being provoked by the customer. We didn't here the call - we really don't know what happened. I'll bet people yell at those cms all the time and God bless them if they can keep their cool!

 

[Crisgw]

The CM I had today was spectacular when I added FD today!

 

[FirstNo]

I know there have been a few posts about "grouchy" CMs while trying to plan the FD deal. I just have to give a special thumbs up to the CM that helped me today. I originally booked online this morning, but as usual, I messed it up (didn't click on the special tab to get the free dining so I was charged for dining). So I called this morning to get it fixed, but the first CM couldn't find that ressie I just made, so he made a new one and told me to call back later to cancel the online one (this CM was very nice, too). I called back just a little bit ago and that CM was SOOOO helpful. It turns out the 2nd ressie shouldn't have been made, the first CM should have gotten help to change the first one. She took the time to straighten everything out and made sure deposits were switched, credits were taken care of, and double and triple checked that everything was OK with the free dining. I am so glad there isn't a survey for the CM to rate us customers!! Or do they make little notes on our accounts?(....WARNING--customer has no aptitude for online booking, you also may want to speak very slowly to her....)

I love it when a plan comes together!

The most probable reason the CM made a 2nd resv was so he/she could get the commission on it. But, I think a new batch of CMs are out on the floor and it's possible the CM really couldn't find the resv and thought it would be quicker to make a new one for you (the wait for the CM version of guest services could be long, at times). CMs don't make commission for changing a current resv. However, if you feel your service was above and beyond what it should be, you need to send something (snail or email) to Disney. It goes in the CMs file and helps them out at raise time.

 

[LvsTnk]

Have an awesome trip....glad it went smoothly!

 

[eliza61]

But you have to wonder if sometimes the "rude" customer service is a result of being provoked by the customer. We didn't here the call - we really don't know what happened. I'll bet people yell at those cms all the time and God bless them if they can keep their cool!

Disney,
I totally agree with you, lately & maybe it's a reflection of our society I have seen more guest behaving badly than I can remember. I absolutely think it's a miracle that a cm hasn't flat out quit on the job. Last August a mom (she had her kids in tow) threw a hissy fit at the WL because of a room view. I mean full out screaming & cursing. The poor cm kept apologizing and trying to explain that she paid for standard view and the lodge was full. Now how is that women supposed to be magical for the next guest?

OP,
Nice to hear about the good instead of the bad once in a while.