Here now, a little annoyed :/

[DebbieW]

I am a retiree from a 35-year office job, now working part-time for Disney for the fun of it (in other words, I'm not a college program cast member). I sell merchandise at the water parks. Every October through March, however, I am deployed to one of the four large parks, while the water parks undergo their annual refurbishments. I am currently at the studios. There is a learning curve every year, and clearly, my service to guests is going to be better at week six than it is/was at week one. Every day, there are new cast members and cast members working shifts at parks that they've never worked before, as we can volunteer to pick up shifts that aren't covered for one reason or another. These situations can result in the "I don't know" response...although I will always offer to try to find the answer to a guest's question.

Yesterday I was working at the shop right outside the exit of the Frozen sing-along show and I was the only cast member working at that location. You can imagine the number of people filing out of the show, and a good many do stop at the shop. At one point yesterday as I was ringing up sales, I thought to myself "I'm trying to get people through this line so fast, I don't even know what my current guest looks like." (not much eye contact) From my perspective, though, when I look up to at least say hello to my current guest, I can see the person seven back in line looking at me like they have no time or desire to really wait in my line (except Little Susie REALLY wants that doll), and could I just get on with it. Lol. It's a little bit intimidating, at times.

I try to always smile and be friendly, and if I'm not busy, put on the Mickey glove and wave at people who walk by (and a lot of times I'm ignored, but oh well). Smiling, being friendly, and being helpful are all things that Disney still does try to instill in its cast members. I think most of us "get it," but I suppose there are those few who don't, or maybe they're new or new at their location and are just trying to break out of their shell. I'm positive I'm much better at dealing with people now than I would have been at age 18. My best times as a cast member are when I'm not behind a cash register and I have the opportunity and time to really engage in conversation with a guest. I've met some really lovely people. It can be difficult, though, if the parks are really busy.

Not excusing bad guest service. Just sharing my own perspective.

 

[RhodyChief]

I am a retiree from a 35-year office job, now working part-time for Disney for the fun of it (in other words, I'm not a college program cast member). I sell merchandise at the water parks. Every October through March, however, I am deployed to one of the four large parks, while the water parks undergo their annual refurbishments. I am currently at the studios. There is a learning curve every year, and clearly, my service to guests is going to be better at week six than it is/was at week one. Every day, there are new cast members and cast members working shifts at parks that they've never worked before, as we can volunteer to pick up shifts that aren't covered for one reason or another. These situations can result in the "I don't know" response...although I will always offer to try to find the answer to a guest's question.

Yesterday I was working at the shop right outside the exit of the Frozen sing-along show and I was the only cast member working at that location. You can imagine the number of people filing out of the show, and a good many do stop at the shop. At one point yesterday as I was ringing up sales, I thought to myself "I'm trying to get people through this line so fast, I don't even know what my current guest looks like." (not much eye contact) From my perspective, though, when I look up to at least say hello to my current guest, I can see the person seven back in line looking at me like they have no time or desire to really wait in my line (except Little Susie REALLY wants that doll), and could I just get on with it. Lol. It's a little bit intimidating, at times.

I try to always smile and be friendly, and if I'm not busy, put on the Mickey glove and wave at people who walk by (and a lot of times I'm ignored, but oh well). Smiling, being friendly, and being helpful are all things that Disney still does try to instill in its cast members. I think most of us "get it," but I suppose there are those few who don't, or maybe they're new or new at their location and are just trying to break out of their shell. I'm positive I'm much better at dealing with people now than I would have been at age 18. My best times as a cast member are when I'm not behind a cash register and I have the opportunity and time to really engage in conversation with a guest. I've met some really lovely people. It can be difficult, though, if the parks are really busy.

Not excusing bad guest service. Just sharing my own perspective.

Thanks for sharing your experience Debbie, and I really hope that this shows people that sometimes a cast member is trying to move quickly to try and help get customers back to exploring the parks, so if they don't engage you in a conversation about your entire life story and every trip you've ever taken to Disney, don't take it personally.

 

[Planogirl]

I think that a lot of the newer CM's come into these jobs without really realizing what they're getting into. It might not be what some of them expected and for all we know they are looking for another job. I won't blame them unless they are really rude.

As for Universal employees being more like Disney employees now that isn't a big surprise. Many of them work at both resorts plus some of those laid off by Disney have ended up being hired down the highway. Also, Universal has certainly been trying to increase their standards.

 

[GaryDis]

I would appreciate a smile and eye contact. Some can't even be bothered to look at me while they are ringing me up, some can't be bothered to stop the conversation they are having with other coworkers.

No excuse for continuing to have other conversations, unless they're also job related.

But here are two things about eye contact and looking at you: It's very culture dependent, and western culture, particularly most American culture, calls for much more eye contact than others. Second, it's a distraction that creates errors and delays when trying to work.

I don't know how much variation there is in the US. I've read that in Latin American culture, too much eye contact is perceived as aggressive. That may or may not spill over to the Hispanic population in the US.

I grew up in NYC, where eye contact on the street was an invitation for someone to hit you up for money, buy a rose, etc. Some of my aversion to eye contact comes from that mentality (whether or not it's a common NYC attitude), some comes from my inherent introversion. While I may be an extreme case, I'm pretty sure that the average New Yorker isn't offended if the cashier doesn't make eye contact. It isn't that important, and it's certainly not rude.

When I started doing tax interviews, I was blessed with an office manager who observed that my tax skills far exceeded my social skills, and she did a great job of coaching me. Since I can touch type well, I learned that it was better to look at the client while typing than the screen. And I learned that in that role, it really helped to just converse with the client before getting down to data entry. But that's a very different context from cashiers at Disney, and I can't imagine them having the time and resources to give that sort of coaching to new cashiers. I assume they're told how to handle customers during initial training, and they might have a manger watching them from time to time, but that's not the same.

Which gets to the second part. I haven't been to Disney in over ten years, but I expect that their registers are typical, modern screens displaying lots of info to the cashier. They're certainly not old style registers with multiple columns, each containing keys from 0 to 9. They demand more attention. Because they're dynamic, cashiers can't simply touch type, and can't just operate mechanically. Eye contact is a distraction, if they're looking at you while ringing up your sale, they're not looking at the screen, and they're more likely to goof. (Wikipedia cites a British study that said that kids who avoided eye contact did better at answering questions.)

TL;DR: Making eye contact is variable, it's a social skill, and while doing so is good, failure to do so should never be interpreted as rudeness.

 

[CQuinn]

We got home last night from a 6 day trip. I even had a couple of difficult situations that needed to be dealt with. One was trying to check in at the Poly when the entire computer system crashed and everyone had to be checked in manually, on paper. The staff made it as painless and quick as possible. I was not expecting that as their service has suffered a lot lately
I can't think of one single interaction with a CM that was unpleasant.
DH and I, though DH more than me, are quick to chat with CMs too. Especially now that we are visiting frequently enough we recognize some. Our favorites to talk to are the Epcot CMs from the various countries. Maybe it's that different for them but they are always wonderful.
Now, I'm not saying I doubt they happen, we are talking about humans, bad experiences with them are bound to happen.
But I do think they are not the majority of interactions.

Oh my goodness the Epcot World Showcase CMs are my absolute favorite. I've never had a bad experience with any of them. We keep talking about how we want our waiter from Via Napoli to deliver all bad news to us from now on because he made absolutely everything so pleasant haha. Absolutely love

 

[CQuinn]

Seems every time these threads come up, I read the complaint and think "that's it?". Maybe my personal standards aren't as high as others.

DisBoards Disclaimer: This opinion expressed by me reflects my experiences alone and is not intended to replace or dismiss the experiences of the Original Poster, other posters that agreed, or posters yet to come.

I'm just venting a bit, it didn't ruin my vacation or anything. It is disappointing though, excellent customer service has always seemed like a natural a "Disney thing" to me, and was quite clearly an expectation at even Disney Store training, so it's been noticeable when it's really not there

 

[CQuinn]

My daughter did Fall Advantage CP and had the time of her life. We visited her several times while she was there (for seven months) and met many other CPs who all seemed to enjoy what they were doing and to enjoy interacting with guests. She knew her role before she accepted it and she knew it could mean long hours and she was fine with that. I really hate to see the CPs get slammed so much because those that we encountered on our last several trips really went out of their way to make things special for us and other guests.

That's awesome that she had a great time!! I was also interested in the CP while I was in college, they pushed hard on my campus. It seemed fairly straight forward, the information was right there. It was pretty clear to me that many people would be doing work like quick service restaurants, gift shops, stands. I also found it pretty easy to search for blogs and message boards of people that were in the CP so I had a pretty good idea of what it would be like. It still sounded like fun to me but I decided it wasn't worth pushing back my graduation date. So I think most of the CP people know what they are getting into.

That being said, I will repeat that the cast members I'm referring to were not CP. In fact I specifically remember seeing NYU on a name tag of a CM that was super pleasant on Jungle Cruise (she was not the skipper either).

 

[DoingDisney]

Pay people a low wage; show that you are not afraid to lay off workers even in times of prosperity; make the workers who do not get laid off pick up the slack for the workers who were let go; rely on college interns who are not invested in future advancement at the company; and you end up with workers who are not going to sing "Zip-A-Dee-Doo-Dah" all day long.



But the quantity is going down, not up. The over-reliance on the College Program is turning out to be a real scar. So many CMs are temporary workers who are going to leave after 4-5 months. It is hard to build a real sense of teamwork when you hire this way.

Best possible Response !

I think disney CMs have had a tough go. First they had to deal with a considerable mess around FP+ ... and whether you like the system or not, it was an absolute mess of a roll out. Many CMs commented on many boards, and people like Kenny and Josh and others reported from their contacts just how frustrated CMs were with FP+ and the issues surrounding it. Indeed even after the roll out phase, considerable issues persist which adds to the workload of CMs and creates tension between guests and CMs. Add to this, as JimmyV has pointed out, these are workers that have seen their company already increase their work load (via FP+, increased crowds, etc), and make record profits doing so ... their reward ? Cut backs and layoffs. Who would be happy in a work environment like that ? I am sure there are still plenty who are putting on the smiling face, and doing everything they can to make our days a little more magical, but I really can't blame people who are doing more work, helping their company set record profits, and are seeing their hours cut or are worried about being laid off like their friends from not being happy happy joy joy ...

 

[dfb]

My son was a CP in 2009 and my daughter a CP in 2012. From speaking to both about their experiences it seems the amount of training 2009 to 2012 was significantly reduced. I hear it has been cut even more now. Some youth simply are not taught good manners or courtesies while growing up! If Disney doesn't teach them and has slacked on customer service training the result is a reduction in professionalism/courtesy in guest interactions. I've had several years of Disney trips and mostly all good/sometimes great experiences with CMs/CPs. In the last few trips I have noticed a couple of issues that seem to re-occur. Several times I've come across CMs openly discussing problems at work (schedule, other CMs, supervisors, etc) well within earshot of the guest. Sometimes so bad I had to interject. Another thing I noticed was when I walk through a store or on a path somewhere in the park and I am converging/crossing paths with a CM, normally the CM will give way and let the guest pass. I had a few times where I have been pretty much run over by CMs. No big deal if these things happen once or twice but it was just odd that this happened several times over this past year's trips.

 

[Sparkly]

Having enjoyed a brief stint in a sales assistant role, I cut people a lot of slack. There could be many reasons for them not being as smiley. Tired, feeling sick, just encountered a customer that just could not be pleased. Honestly as long as CMs are pleasant and helpful as I expect, I don't sweat the small stuff about the 3rd CM on the right at Star Tours not smiling when she turned to face me.

 

[nycbutterfly0923]

I was at Disney last week, and didn't have any bad experience with cm's. The ones I interacted with were very friendly.

I work in the customer service industry, have for 19 years now. I have worked in HR for the last 4 years at my company, hiring and training people. Unfortunately, we now live in a time where a lot of people want a paycheck, but they think all they have to do is show up, and not do the work. And that's if they come to work. I can,t believe how many people NEED this job, but then call out once a week. If I hire ten people, I'm lucky if there are 2 left out of the ten in six months. Sadly, good work ethics are hard to come by this day and age. I'm not say everybody is like this, there still people out there that do have a good work ethic, those people are just harder to find. I'm sure Disney deals with this too.

The cutbacks suck, I also have had to deal with that more than once. I understand why Disney is having to do it. I don't agree, but I understand. I know it is affecting the CM's. They may have less hours, they may have to be doing more work because of the cuts. We as the customers, should try to remember that. We should be patient and understanding also. Being courteous goes both ways.

 

[Dug720]

I am a retiree from a 35-year office job, now working part-time for Disney for the fun of it (in other words, I'm not a college program cast member). I sell merchandise at the water parks. Every October through March, however, I am deployed to one of the four large parks, while the water parks undergo their annual refurbishments. I am currently at the studios. There is a learning curve every year, and clearly, my service to guests is going to be better at week six than it is/was at week one. Every day, there are new cast members and cast members working shifts at parks that they've never worked before, as we can volunteer to pick up shifts that aren't covered for one reason or another. These situations can result in the "I don't know" response...although I will always offer to try to find the answer to a guest's question.

Yesterday I was working at the shop right outside the exit of the Frozen sing-along show and I was the only cast member working at that location. You can imagine the number of people filing out of the show, and a good many do stop at the shop. At one point yesterday as I was ringing up sales, I thought to myself "I'm trying to get people through this line so fast, I don't even know what my current guest looks like." (not much eye contact) From my perspective, though, when I look up to at least say hello to my current guest, I can see the person seven back in line looking at me like they have no time or desire to really wait in my line (except Little Susie REALLY wants that doll), and could I just get on with it. Lol. It's a little bit intimidating, at times.

I try to always smile and be friendly, and if I'm not busy, put on the Mickey glove and wave at people who walk by (and a lot of times I'm ignored, but oh well). Smiling, being friendly, and being helpful are all things that Disney still does try to instill in its cast members. I think most of us "get it," but I suppose there are those few who don't, or maybe they're new or new at their location and are just trying to break out of their shell. I'm positive I'm much better at dealing with people now than I would have been at age 18. My best times as a cast member are when I'm not behind a cash register and I have the opportunity and time to really engage in conversation with a guest. I've met some really lovely people. It can be difficult, though, if the parks are really busy.

Not excusing bad guest service. Just sharing my own perspective.

Having worked at the Disney Store in Times Square, I can definitely understand all of this! A line halfway back to the door, management pressuring you to get through the line quickly, trying to make sure things are accurate, figuring out how to get the security tag off the Elsa dress that little Suzie refuses to take off (more than once Mom or Dad would end up lifting up little Suzie in a horizontal position while we did our best to get the tag off the dress without damaging the dress or Suzie all because the little darling could not be without the dress for the MAYBE 30 seconds it takes to remove the tag), the people who want to make just a small change, etc. all while people are tapping their toes and being exasperated in line doing anything but waiting patiently. And then the "Aren't I so cute" quip of "A little busy today, huh?" almost always delivered by said guest with an eyeroll. Add the fun of people who jump to the mobile unit that is credit/debit card only and the CM is clearly saying credit/debit card only but John Q tourist hops over there anyway because they can get in and out only to pull out cash when the total is given - meaning they now are going to essentially cut the line to pay because they are already mostly rung up and have the little suspended sale receipt (ditto those who go to the register where the CM who is breaking someone is taking "Credit/Debit card only" who is only paying cash.) It is more crazy/hectic/stressful than pretty much any other customer service job I've had (including working at a major tourist attraction and hotel in Nashville and working ar one of the DC-area's busiest Starbucks with a rep for the most demanding customers). Disney is unlike any other place for so many reasons, and that leads to situations as described in the quoted post and my post.

I can 100% guarantee my experience makes me far more tolerant and understanding of a CM who barely makes eye contact during busy times and when things are nuts. As I said in an earlier post and others have said, these are human beings with emotions that are naturally going to show through on occasion.

 

[jeanico2000]

Well, you are better than 99.9% of the people I've worked with and known. Because virtually everyone's emotions DO show through whether they think they do or not. There is a vast difference between not being smiley and bouncy 100% of the time and "burdening others with your problems".

And in most places, a non-smile is not going to elicit a whole conversation about what's going on in life. If that starts occurring, yes I agree that is highly inappropriate. But the occasional non-beaming smile is not the end of the world for most people.

The OP wasn't talking about 'non-beaming' smiles, but pure and simple common courtesy. You may want to go back and read her post.

I say hello, please, or thank you, and you should respond. I smile at you, you should smile back. I buy something from you, you acknowledge me. It doesn't take a genius to figure that out as these are the very basics of customer service.

 

[pigletgirl]

It's upsetting that it does seem to be the future of Disney. I don't even know what would fix it? I'm frustrated but I'm still planning my next trip so does it even matter? I am trying to focus on the good ones and there are still really great people here, for sure. I was just so upset after a frustrating time with the food court CMs. I know I'm just extra hormonal but I was so frustrated I started to tear up haha

See? Regardless of how you feel now, you are still planning on a future trip.

Like others have said, there is all this whining and complaining, yet people still go back.

 

[Mac30188]

If there is an underlying theme based most of the posts, it seems the answer is the cuts have stretched CM effectiveness to the limit. CM issues are largely not due to effort or consideration, but due to work volume and training. Hopefully any future the reduction in staff is limited to the closing of attractions or restaurants and not trying to squeeze additional productivity out of a strained work force.

 

[balletomane]

So glad you shared your experience of trying to balance "quickly & efficiently" with "friendly & interacting". Usually it's the people that haven't had those types of positions that don't "get it".

 

[unwritten01]

Jurassic World College Program Guy

 

[Boopuff]

One of the big things that really gets to my daughter - the DCP - is people who actually demand she create a magic moment! She's put on the spot and feels really put out! The use of the internet and people posting "special, magic" moments a CM has given them gives rise to everyone thinking "I deserve a magic moment!" It's no wonder Disney has done away with small, special things! People complain about everything. It's just a shame.

 

[North of Mouse]

I have yet to experience BAD customer service at Disney (or a Disney Store) .. .

Did not read beyond the first page, but I agree with the above poster.

We also just got back a few weeks ago, and unlike what some others have said, we had 'no' problems or saw any 'attitudes' in 'any' of the CM's.

Guess it's a lot in the eye of the beholder, we smile and interact with them and that's what we see in return. We definitely didn't see anything that we could say negative about in our treatment by them.

The guests? Another story!!!!!

 

[brazzledazzler]

I think the college program gives college CMs the impression that the work they do at Disney is going to give them work experience appropriate to the degree....but really, it's just a way to hire minimum wage workers. Now, that's not to say that being a CM doesn't give you a foot in the door if you desire to work for the Disney Company or Disney World in later years! I have a close friend from college who did a summer internship at Disney...and now is a manager there in Animal Kingdom....and her brother got a job there as an engineer! So... I think it all depends on the expectation of the college CM. 95% of the CMs I have encountered have been fantastic; but you always get a few that are just not stellar, they are only human after all.