Here Now. Is it just me or are cast members not as friendly?

[SensesFailed]

I can only speak from personal experience, but as far as I can remember, I don't think I've ever dealt with a rude cast member. I've dealt with some less than pleasant people at other parks, but I have never had an issue at Disney. NOW, that is not to say anyone else hasn't, but from my personal experience, I have not. As a matter of fact, I had several be extremely friends towards myself and my kids while I was there in February, including getting a paper fast pass because of my military service(seriously, I couldn't thank that young man enough). At the Ana and Elsa meet and greet, my daughter danced with the cast member in the fast pass line.

Just my experience, your mileage may vary.

 

[FlightlessDuck]

With some of the crazy people I see on this board, I'm surprised more cast members don't lose their darn marbles.

 

[mom2rtk]

With some of the crazy people I see on this board, I'm surprised more cast members don't lose their darn marbles.

I thought posters on the DIS were not typical guests?

 

[larryz]

With some of the crazy people I see on this board, I'm surprised more cast members don't lose their darn marbles.

I don't know whether to laugh or feel insulted...

 

[maxiesmom]

No, it's the tone. And when there are other empty strollers on the patio, at the tables where guests are eating, the explanation made no sense. Yes we were a party of 10, with other children consistent of 4yr old twins and an 8yr old. We were eating outside, not inside, so no fire codes to worry about. Yes, the CM was rude on her tone. If you were not there to hear it, how could you say she wasn't? ????? I'm a former CM and I know how to answer a guest. I also know you never tell them to limit their camera to one. Yes, that is unacceptable and out of character.

We have been asked to limit our camera to one when the character was running out of visiting time.

 

[maxiesmom]

I couldn't agree more!!!!!! If communication with your upper management is the problem find another solution because being on your phone at work is sloppy to begin with. And how hard is it for Disney to equip the CM's with walkie-talkies like retail stores and restaurants do?? End of story put the phone away while at work.

The problem with walkie talkies is that other people can be on the same channel. And most companies don't want their guests knowing their business. Also you don't want a CM who needs support ASAP to have to try and wade thru a bunch of conversations, some of which may be guests discussing their trips. If someone falls they need to be able to communicate then and there without interfearance.

 

[WDW_Diane]

I think there are two kinds of cm's. The "older" ones who have been there a while who were trained well in customer service. They go above and beyond and their main goal is for the customer to have a magical trip. They are really "into" the job and are always smiling, chatting with guests, waving to kids etc. We all have encountered these amazing cm's. Truly worth their weight in gold IMO.

Then we have what seem to be the younger cm's, not all younger ones just some. They are more like what you would find at your local mall. Kind of indifferent, kind of not willing to help unless they have to. Checking cells phones, talking to coworkers etc. Not sure if their training is different or what. I don't think they are horrible, just not quite as polished. Not what many are used to at Disney.

Have you seriously seen a CM checking a cell phone?

 

[anniemae]

Have you seriously seen a CM checking a cell phone?

Yes, I have.

 

[kdisser]

The problem with walkie talkies is that other people can be on the same channel. And most companies don't want their guests knowing their business. Also you don't want a CM who needs support ASAP to have to try and wade thru a bunch of conversations, some of which may be guests discussing their trips. If someone falls they need to be able to communicate then and there without interfearance.

There's got to be a better way then the cell phone. How in the world did they operate and keep time before cell phones??

 

[The Hub]

Edit

 

[J and R's mom]

Have you seriously seen a CM checking a cell phone?

Yes.

Several times.

The one that reminds me most of "customer service anywhere USA" was back in October 2014 during a MNSSHP night. We were in Frontier Mercantile (or Trading Post)...the one with the hats and LOTS of magic bands. Anyway, DD (then 11) wanted to purchase a MNSSHP magic band. She selected one and I found a hat that I liked. We proceed to the checkout. CM1 is giggling with CM2 behind the counter. CM1 then shows CM2 something on her phone and both giggle even more. Then they go on to discuss whatever it was that made them giggle. DD and I just stood there watching them (probably no more than 20 seconds total). Eventually CM1 turns to me and asks, "Are y'all ready to check out?" The tone she used sounded a bit "annoyed" that she had to interrupt her conversation.

And this is where the debate lies in this thread (and the many others like it).

Were the CMs rude?

Were the CMs unfriendly?

OR..Were my daughter and I self-absorbed, over-entitled customers demanding customer service levels that are unrealistic?

Etc., Etc., Etc.

My opinion on this event is similar to what I already posted on this thread. NO. I didn't find the CMs overly rude or unfriendly. Were they welcoming and working hard to make sure we felt like valued guests/customers?...No. Do I blame them?...not really. I imagine selling magic bands and hats to hundreds (probably thousands) of people all day long can get quite tedious and annoying. I'm sure we all start to look the same after awhile.

Was their behavior indicative of all CMs? Of course not!

Is the behavior more common now than it was in 1984 or even 10 years ago? Yes.

Is this the level of customer service that Disney aspires to? I sincerely doubt it.

Did they impact my trip?...not in the least.

 

[Goofey Drool]

You can debate this til the cows come home....I have left a restaurant with friends and a debate has started over whether the waitress deserved a good tip or not. In a group of 5 or six the opinions are all over the place. One will say the waitress....wooops....I mean server. Wow just caught myself. They think the server was kinda rude in how they answered or something. Another member of the group thought the server was awesome. Some people are very tolerant and objective and some are on the other end of the spectrum...looking for a negative that isn't even there. I went on a vacation once with the latter and they chirped the whole vacation. It drove me nuts but I did not say anything. When we got home someone asked how our vacation was and they said it was awesome. I did a Linda Blair turning to look at them because the whole trip they complained. Yes some cast members are not very friendly but dealing with hundreds or thousands of people each day and 1 out of 5 are flip or nasty to them....well I wouldn't be to damn chipper either. I am a police officer and when I deal with people in any situation I use a calm professional demeanor. Some people respond to it in kind and treat me the same way back. Some, well.....not so much. More than one occasion I had a very negative response and I responded in a positive upbeat way and the person eventually calmed down and began to not see me as an antagonist or threat. I believe that interaction with people is based 50% on how we react or perceive. The old addage..."life is 10% what happens to you and 90% how you deal with it".

 

[DisneyParkLover]

I have had a couple experiences where I felt CMs were being rude, but for the most part I have had really great experiences with them. I think sometimes you just catch someone on a bad day. It shouldn't carry over to their work, but everyone's human.

 

[cruisingtwins]

You can debate this til the cows come home....I have left a restaurant with friends and a debate has started over whether the waitress deserved a good tip or not. In a group of 5 or six the opinions are all over the place. One will say the waitress....wooops....I mean server. Wow just caught myself. They think the server was kinda rude in how they answered or something. Another member of the group thought the server was awesome. Some people are very tolerant and objective and some are on the other end of the spectrum...looking for a negative that isn't even there. I went on a vacation once with the latter and they chirped the whole vacation. It drove me nuts but I did not say anything. When we got home someone asked how our vacation was and they said it was awesome. I did a Linda Blair turning to look at them because the whole trip they complained. Yes some cast members are not very friendly but dealing with hundreds or thousands of people each day and 1 out of 5 are flip or nasty to them....well I wouldn't be to damn chipper either. I am a police officer and when I deal with people in any situation I use a calm professional demeanor. Some people respond to it in kind and treat me the same way back. Some, well.....not so much. More than one occasion I had a very negative response and I responded in a positive upbeat way and the person eventually calmed down and began to not see me as an antagonist or threat. I believe that interaction with people is based 50% on how we react or perceive. The old addage..."life is 10% what happens to you and 90% how you deal with it".

Well some things are subjective and some are not. Like the fact that you will find many castmembers talking among themselves instead of focusing on the job nd the customers . Is not particularly rude but it's not great customer service and it's something relative "new" in WDW and it seems like it happens more and more these days.

 

[North of Mouse]

Just returned from 8 nights at Disney. Just a few thoughts because this thread was on my mind, and I tried to be observant!

No rude or unfriendly CM's anywhere, but, my feelings are to always smile and interact with them somewhat, albeit briefly.

A few times noticed them speaking among themselves as I approached (at checkouts, or random). But, truthfully, why shouldn't they? There was no one that needed assistance at the time, and they immediately saw to my needs - nothing new there that I haven't seen before many times. No problems!

Saw only 'one' on a phone, and it was very obvious she was speaking to another CM somewhere about a ride we were approaching that was having a temporary shutdown ('think' they were loading a couple people from a wheel chair out of our vision).

If dealing with CM's were 'my' issues for not returning again anytime soon, I would be happy - they get an A+ from us for keeping their 'cool' with some of the rude guests we saw. It's the 'higher' level that is an issue with us - too much construction at one time + all the ride closures along with the FP+ limitations.

This trip was mainly to use our current AP's once more - no more AP's for us, and a future trip a few years down the road when the bulk of the construction is finished.

 

[Goofey Drool]

Of course some things are subjective and some are not...sometimes its out of our control. Sometimes people are not nice wherever you go. Disneyworld is no exception. Is it more likely to happen now than 10 years ago? I don't know if anyone has that answer. I have heard in many supervisor training classes I have attended in recent years that the "Y generation" or the "Millenials" have a hard time interacting with others. Or that they interact differently and it is a consideration in how to deal with them in the work place. Maybe a big shift going on right now and we will see the repercussions in the coming years.

 

[mickeyluv'r]

In some cases CMs are completely taking out their bad days on others. I don't deny it. It's even possible that I've done it. But I've had some interactions with guests who I'm sure went home and complained about me because I was following the rules and doing my job. I don't mean to sound nasty, but sometimes people totally believe they are in the right (ex- people who don't like how DAS works now and think I have the power to change it. LOL!) and therefore leave an interaction with a completely different view than what actually happened! On the flip side, there are certainly CMs who believe THEY are in the right when they were actually in the wrong!

I am only 22 years old and can't speak for how the service used to be "back in the day". But I do feel strongly about the fact that CMs are expected and trained to be courteous and put guests' needs first, only second to ensuring the safety of guests. I am genuinely sorry that you had a bad experience and encountered someone grumpy!

You sound like one of the good CM's. So please try to understand this thread isn't about you personally. Or probably isn't about the 99% of your interactions that are positive. (We all have our moments.)

I've had my share of public jobs. Most of my fellow employees were stellar, but er, there was one who blatantly broke the law and did something repulsive.

When that happens, everyone else suffers. Years of hard work and trust (by/for the many) are undone by one bad apple.

It is a shame when that happens. Whole professions are stigmatized! Our current social media environment is doing much damage in that regard.

 

[circhead]

I used to be the head of the circulation department for one of the single busiest libraries in New York State.
When you are at a public desk on the taxpayer's dime it is incredible what people think they can say or do to you.

I remember one patron who had an overdue fine of 2 cents throw the money at the desk clerk and scream about what an a--hole she was and how she paid our salaries and was going to try to have her fired. I stepped in and tried
to calm the situation - I asked the clerk, who was in tears at the time, to please step into the back room and calm herself while I dealt with the patron. I tried to explain to the patron the rules the library had regarding fines and the length of time they had been outstanding and that the clerk was doing her job when she mentioned the fines. Well the woman started getting nasty with me also, at that time I told her we were employees here to help the public but we were not there for her to abuse when she was having a bad day and that if she wanted to discuss this further that she should go see the branch manager or call for an appointment with the library director because no one at the desk would be helping her further today.

It only takes one person to being extremely rude or aggressive to cause you to be apprehensive in the rest of your dealings for the day. I was in a library not the Magic Kingdom at Christmas, I can only imagine the level of disrespect the CMs deal with on a daily basis. I personally have not experienced rude behavior from the CMs in my over 100 trips to the world - sometimes I get one that just seems a little tired or overwhelmed, but for the most part I have had very good CM interactions.