Has Eisner's departure affected customer service at WDW?

[mickey0624]

Has Eisner's departure affected customer service at WDW?
I have been to WDW over 25 times in my 32 years. First as a child, now as an adult. Customer service was one of the greatest things about WDW. The cast members would bend over backwards for you. On my past 2 trips (2005 and this past July 2006) the customer service seems to be deteriorating. of course many cast memebers are still very friendly and project that "Disney image", but we have encountered more than a few at our hotel, The Polynesian (a Disney Deluxe Resort), Theme Parks and restaurants, where the cast members have been less than friendly. A few have actually been rude. Their attitudes are not like what we are used to, and pretty unacceptable considering what you pay for a family of 4 to go to WDW. I could only think that it seems to be more than a coincidence that this was right around the time that Michael Eisner was being ousted from his position as CEO and given to Bob Iger. I have heard from others (cast members included) that some benefits have been cut since Iger's arrival. Anyone else have similar thoughts?

 

[klwdisney]

I've thought that too the last few times we have gone. The "disney attitude" seems to be lacking. Budget cuts are keeping cast members overworked and underpaid and it shows. You still have those that will go over and above but it also mirrors local amusement parks with teenage cast members who are more interested in talking to each other than working the disney magic.

I hope Disney works on this problem before it starts to affect attendance.

 

[mousette]

I've been to the World several times and during our trip last year both my husband and I commented that the service seems to be slipping.

Obviously cast members are very overworked but on a couple of different occassions we came across cast members who were downright rude, there is just no excuse for that.

 

[BlindTyldak]

I thought they were very rude back in 2004 as compared to our '90's trips, at least at the MK. The other three parks they were phenominal.

 

[Annam26]

Las year was our first trip to WDW, and the CM at check in was terribly, terribly rude. This was so disappointing, after hearing and reading so much about the magic, and then having our very first encounter with a CM at Disney to be so unpleasant...it really put a damper in our joy and excitement at arriving. The rest of the trip was much better.

I hope this time we have a better experience at check in. Frankly, I'm a little nervous.

 

[disneygurlz2s]

I haven't been since the fall of 2001, and am leaving in 17 days.... I will say that the other night, I called ASM with a handful of random questions concerning my stay that I hadn't been able to get answered by my travel agent. The gentleman who answered, Ryan, was INCREDIBLY nice and at the end of our conversation wished me "a magical night". My previous experiences calling WDW-DINE were also good, so I am not too concerned.....

Shari

 

[Tsi2quick]

These guys are human too and allowed to have a "bad" day in my opinion although everyone wants to feel the magic when they are in the world. From the few examples of bad customer service we hear about I am sure there are several hundred more for each one that we don't hear about.

Good topic though overall, I would hate to see the most magical place on earth become the most expensive carnival in town.

 

[Mouse-n-Mini]

I want to comment on something sort of related to this discussion. Has anyone noticed in the past 5-10 years it seems as though Disney has hired a more broad range of individuals. I remember when I was little you'd see little petite women and skinny guys with hollywood good looks working at the parks. Nowadays you see all shapes, sizes, ages, etc. In fact, when I was little I remember only 1 old guy and that was the old gentleman who worked at the magic shop on main street before they took it out and transferred him to the jewelry company on main street. Remember him...? Anyways, I am getting off track. I think it's neat that Disney seems to be more accepting of different types of employees than they use to.

 

[Miandrea]

I believe in great customer service but lately I feel that "some" customers' are out of line. When I was at WDW last March, I couldn't believe how demanding some guests were and how inconsiderate they could be (throwing garbage on the floor - "they pay people to pick it up" was my favourite line). On that trip, my room card wouldn't scan and the cashier at Toy Story Pizza Planet was quite rude to me but I replied "It seems you are having a bad day, I've be patient and polite and I expect the same from you" (my favourite teaching line) and things changed. Sometimes being honest (polite and showing patience) works well.

 

[letterdavidman]

I have to say that I've never experienced any rude CM behavior in my several trips to the World. Oh, sure, some CMs are more effusive than others but, overall, WDW still has a standard of customer service far above that of their competitors. (Wanna play a game of Customer Service Russian Roulette? Then high yourself to southwest Ohio and visit Paramount's King's Island. Or opt to dine, some evening, at your local Olive Garden, or do a light shopping spree at a neighborhood Kroger. Talk about distracted teens... )

No, for my money--and it is, as we all know, a considerable investment--WDW has the most bang for your buck, customer service-wise. And, not to mention, every other way imaginable.

 

[tmarquez]

I personally haven't had a CM be rude to any of us. But I've encountered some unhappy employees lately (in the past year and a half I guess).

The situation that sticks out most in my mind was a few times when getting back on the monorial to the TTC at non-busy times, the CM's would be grouped together complaining because so-an-so didn't show up to work, or their schedules. Believe me, I understand their pain (I have a job too!), but things like that destroy the magic.

I expect to hear that at the local Mcdonalds or the mall, but not at the Happiest Place on Earth!

 

[SnwflkCts]

Although I encountered no rudeness from any CM, and although I don't want to make this thread turn into something unintended, I will say ALL OVER there is a general lack of customer service and attentiveness.

I don't even think it hurts business because behind each disgruntled customer there are 100s who are so used to it that they don't care!

 

[patsal]

Part of the problem may be the lack of employees. A place that size needs a sizable pool to choose from and that work pool is lacking. As a result more people are hired that are not ideal for the position that they take. Ever have the really bad jungle cruise ride--delivery and language barrier prevented the ability to deliver the jokes the way they are intended and said who put that person on there? Overall I found a better level of customer service this year and, maybe I was lucky but I didn't get attitude from anyone. Hopefully as the crowds return the $$ situation will improve and the CM's will see more of that. I did see guests get in the faces of CM's, demand many things they were really not entitled to and leave huge messes for others to clean. At Cs's peole left their trays and trash and spilled liquids all over the place--hello trash can is two feet away, at Boma someone left gum under the table and my DS got it on his pants--clearly not a CM problem. At Epcot there was a guy peeing his name in the parking lot and drinking beer. At AK people were weraring string bikini's, people were barefoot, someone wore a bothing suit to have dinner at the CP at MK, and well there were kids flying all over the place in those heely's--what I'm saying is that woth less people taking personal responsibility for their behavior and for following simple rules, it make s the CM's jobs that much harder and for minimum wage who wants to get into that confrontation? This trip I found the guests much ruder and the CMs very patient with them.

 

[JulyGirl]

Luckily, I haven't met any "rude" CMs yet, but I sure have seen some rude guests. For instance, I was buying something from MouseGears and the woman in front of me was really giving the CM cashier the business for not having her size in the shirt she wanted. It must be tough dealing with folks like that, especially if your wages and benefits are declining.

 

[Shubunk]

We have been to WDW many times during Eisner and after him and we havent seen much of a difference at all. Still might be too soon. The only changes i have seen are regarding characters but i dont think that was because of him. As far as customer service its the same and if there is any change i would say it has gotten better.

 

[MinnieGirl33]

I think Eisner is/was the cause.

Once he got MGM & AK finished his focus was always on the media side of the company not parks & resorts.

Budget cuts resulted in fewer cm's working crazier schedules for peanuts. You know what they say, "You pay peanuts you get elephants"

Plus I don't think they spent as much time educating new cm's in the "Disney style" Expectations were lowered.

I really hope Iger goes back to basics.