Hit & Miss

[Robin"D"]

Has anybody else notice that calling member services is a hit & Miss with getting a CM with good people skills/customer service

Sometimes I'll get someone on the phone it is like we are old friends, willing to answer / get answers to any / all of our questions...

Then there are the times we'll get someone who feels as though we are bothering them when we call/ ummmm, isn't this your job?!?

Just wondering id anybody else has experienced this???


Robin & Angel "D"

 

[TheIncredibles!]

Yes I have had that problem. Also getting somebody that you can clearly understand without much of an accent has been difficult lately as well.....

 

[M4travels]

Also getting somebody that you can clearly understand without much of an accent has been difficult lately as well.....

Yeah, that central Florida accent sure is a hard one to understand, isn't it?

 

[nzdisneymom]

We haven't noticed a difference - we've called several times in the last two months with various upcoming reservations and have gotten helpful folks each time. Once I needed to correct the spelling for our son's name on his key card and add guests and then they offered to check all the rest of our reservations and update the name spelling there, too (it was different in each one as we'd made them at different times). Also we wanted to add a night to our New Year's reservation and while there was no availability at the AKL, we booked at OKW in a studio and just planned to move - but they suggested we waitlist for AKL and they made sure to put our reservation such that it would be connected so if the waitlist came through, we'd be all set. They took the time to explain the waitlist to me and suggested at what intervals to check online about it - sure enough, it came through! I wouldn't have thought to ask to waitlist as it's during the holiday season!

 

[rwcmath]

I honestly have not had a bad CM, not one that I can remember. I too have had Rock recently and he handled all my requests with professionalism.

 

[vicki_c]

I have never had anything less than really stellar service from Member Services, and pleasant people on the phone.

If you have lesser experiences, you should make sure to take the survey at the end of the call.

 

[BEASLYBOO]

I've always had pleasant and helpful CM's. In 11 years of ownership I don't have a single complaint, I can only praise their successful efforts in dealing with the public!

 

[cvjw]

I agree, it is hit or miss. I called this morning at my 7 month mark, to modify a reservation, and make a new one. 45 minutes later, my reservations were all set - it should have taken 5 minutes. First, when cancelling 2 nights off my first reservation, the CM decided to redo how my points were used for that reservation (I have 4 home resorts with banked and current points). After getting that straightened out, we went to make the new reservation. I asked her to use certain points, and she decided to use other points. It took another 20 minutes to get a supervisor to fix the point allocation. I was so frustrated when I hung up the phone, but in the end, everything worked out.

 

[disneynutz]

MS is no different than any other business. You will get all kinds of different people answering the phone.

Bill

 

[keishashadow]

MS is no different than any other business. You will get all kinds of different people answering the phone.

Bill

IMO the majority of DVC membership CMs are very good at their jobs but I have had recent experiences with heavy accents that are difficult to understand and a few downright cranky CMs.

Other than booking an 11 or 7 month window, if it becomes apparent early in the call that i'm not comfortable, I thank the CM for their time and call back. I do make sure to complete the survey re the phone call, hopefully it's used to identify those CMs that require additional training to be up to speed.

 

[get_us_to_WDW]

Generally, most DVC CMs I've dealt with have been pleasant and attempt to be helpful. Some are warmer and more gregarious than others, but I can't recall any "rude" DVC CM experiences.

I do notice differing levels of knowledge...you can sometimes tell you are dealing with a new CM. That doesn't bother me so long as they're doing their best, I feel experienced enough to walk them through a basic or not-too-complex matter if necessary. If, however, I have a complex matter to deal with...there have been one or two times I've (nicely) ended a call because I could tell the CM seemed inexperienced and would have no shot at helping me (without much pain for both of us!) - I just call back and it eventually works out.

 

[DenLo]

I've run across a few tentative CMs. They acted like they were new to the job but were still nice, just not as outgoing and friendly as some of the others. One of the friendliest CMs we had almost cost us points because he didn't move the banked points into the new reservation we switched to at 7 months. We were new members at the time and it wasn't until after we hung up that we realized it wasn't right.

It's true we are getting some CMs with accents, but I think they are still understandable. And if you can't understand them hang up and call back. Of course many of the CMs would love it if they could disconnect a call because they can't understand the member's accent.