Grumpy CM's!!! GRRRRR

[Jesussavedme]

Recently I've been planning our upcoming trip, calling WDW-DINE and W-Disney numbers for different arrangements and I have been getting the GRUMPIEST CM's!! I'm over it! Where is the magic? The happiness? The smile you can hear through the phone? It's nothing but monotone voices, who sound bored out of their skulls. Like they are just being tortured to have to answer the phones and help you with your trip, and forget showing any kind of excitement for you!!!

I'm sorry, I know they're not ALL like this, and that's why I bring this up.
I've had such wonderful experiences in the past that I know this is not normal, but this has been my experience lately and I wish I knew why!?!



Thanks for letting me vent. I feel a little better now.

 

[Mackey Mouse]

I am not sure what happened with your phonecall. I do think Disney has lots of new people who probably do not quite understand "the Magic" or have not been sufficiently trained.

I am scratching my head here as the Disney I remember from when my children were little to the one I now go to is very changed. Periodically, I have to remind myself that it is a business and all about profits and losses. I keep thinking we are family.....once I get over that, I am ok with the present Disney.. I do not have to like it, but I am ok with it.

I hear ya.

 

[stitch63]

I had a very nice CM who took my ADR's last week. She even started laughing when she heard my son repeatedly asking for fruit gushers in the background. Unfortunately, Disney is like any other business; to some it's a job and the CM's are killing time until the end of the day but to others they are helping to create a magical experience for their guests.

 

[kcashner]

I've made 3 phone calls for ADRs for our upcoming visit--ok, DD changed her mind about some things.

We had one GREAT CM--truly outstanding, can't say enough about him. He asked if we were first timers at any of our restaurants, and had some suggestions about them, etc. Told me a couple of things to ask for, tell server it was our first time at one, etc.

The second was ok. She did her job efficiently, but there were no really magical feelings associated with the call.

The third was just awful. I'm glad that I needed to make only one ADR because she was so inefficient that I don't think she could have done more than that.

Guess it's just a matter of who answers the phone......

 

[Cheshire Figment]

Guess it's just a matter of who answers the phone......

And also where they answer the phone. Besides the main rservations call center in Orlando (where the people are "Florida Site Cast Members") there is a secondary reservations call center in Tampa, and on occasion the catalog's call centers in Kansas and Texas will field calls for dining (and some of these people have never been to WDW).

 

[estnh]

Most of them are fantastic, but there are a few that are unbearable. When I get one of the latter, I just say thanks anyway, but I've changed my mind. Then just hang up and call back, and start over with a helpful CM!

 

[ElizabethB]

Making minimum wage and listening to other people plan their vacations. I think I'd be grouchy, too.

 

[2nd childhood]

I do know that when I called two weeks ago to make my five ADR's I had to have gotten someone that was new. It took all of 47 minutes to complete the call. She was very unsure of herself and had to put me on hold once for nearly 10 minutes to check with a supervisor about seating two adults because she said there was no guarantee we would be seated together at Marakesh and when I questioned as to why she had no idea. I was patient, but 47 minutes was a little ridicules.

 

[lowie]

i had a nice guy when i made my ADR's this week for our may trip. except for the fact that for every single ADR he repeated his mantra, "if you are taking WDW transportation please allow 45 minutes to 1 hour". i'm like, ya ya, can we get on with it (ok, i thought it, but didn't actually SAY it). but i've come upon nasty or just downright clueless CM's. I just politely end the call and try try again!

 

[noahynav]

I'm with you on that one lowie....finally I said to my CM " You don't have to keep saying that" She told me that they are required to say that after every reservation. Uggh! Can you imagine? They must chant it in their sleep they say it so much!

 

[majortom]

Making minimum wage and listening to other people plan their vacations. I think I'd be grouchy, too.

Then I would suggest that you not take this job.

There is no justification for providing substandard service. If one is not willing to work for what one is being offered, find another job. It is not like Disney hires these people and then later tells them how they are going to make.

/carmi

 

[MickeyHereWeCome!]

I had one of those "not so excited" cms on the phone yesterday. She must have been new because she didn't believe me that I could make my ADR's 180 days out, plus up to 10 days of our trip, since we're staying on site. Of course, once she checked, she found out that I was right! She wasn't particularly friendly, and basically just did her job and on to the next person phoning in.

Luckily, the two cm's we spoke with this morning to get ADR's for The Royal Table for breakfast were very nice.

I'm sure there are still plenty of those "magical" phone cm's out there, but they do seem more and more difficult to find.

 

[Servants of Evan]

I called back in February for our August trip. When the CM started to take my information she said, "Oh, I think you're calling a little early -- you may need to call back in a few days." I replied that it was exactly 180 days from the date I am to check in and suggested that she take a moment and let's start booking ressies! She started with our first night and actually seemed surprised when the system took the reservation. Yes, I got the standard "When taking Disney transportation" spiel, but after she said it the third time I took over. Right after she gave me my next confirmation number I said, "And when taking Disney Transportation .. yadda, yadda, yadda." She just started laughing and I didn't again hear those words of warning for the rest of my call...

 

[tpayne]

I had a bad experience with an elderly CM in the parking lot. He was soooo ugly in yelling, not asking or suggesting, we move to the front side of our car to walk to the tram. I heard him the first 4 times he barked and was making my way to that part of the parking lot. He only had to tell me once before I made a change in that direction, and he did not have to growl... I was ticked off the rest of the day. Now that I think about it, I'm getting a little grouchy all over.Oh well, maybe he has turned in his ears and retired. Next time anything like that happens, I will get a name. But for the most part, every other CM has been wonderful.

 

[Aimeedyan]

I'm with you on that one lowie....finally I said to my CM " You don't have to keep saying that" She told me that they are required to say that after every reservation. Uggh! Can you imagine? They must chant it in their sleep they say it so much!

They have a list of things they must say; conversations are recorded and graded based on what things they said or forgot to say. I agree, it has to get old!

 

[Tissa]

I made my adr's yesterday and got a nice cm, he wasn't magical but I didn't expect magic when making my dinner reservations.

I worked at a call center once and there are certain things you have to say so don't give the CM a hard time about it. Magic works both ways.

 

[mom2my3kids]

I called this morning to make ADR's and talked to a very friendly Customer Service lady..

 

[eeyoregirl]

I'm sure there are still plenty of those "magical" phone cm's out there, but they do seem more and more difficult to find.

Hey, Disney! Hire me! It's my dream to work for that company.

 

[Tinkerbell_Tiffany]

They have a list of things they must say; conversations are recorded and graded based on what things they said or forgot to say. I agree, it has to get old!

I work for nextel call center and it is crazy stuff we have to say over and over and over again But I am still very nice to my customers, even the one's who cuss me out!