How Do You Report An Outstanding CM in Reservations?

[calypso*a*go-go]

Can someone please provide the phone number or email address where I can sing the praises of an absolutely fantastic CM I spoke with in reservations? It took over an hour but he was able to get several modifications done for me. It was really a challenge and I actually had to work up the courage to make the call because I knew it would be a lot of work. I couldn't have been more lucky to have him answer my call (he may not have felt the same about me --LOL)!

 

[traveladdiction]

was his name Tobias by chance? I had him this AM and he could not have been more helpful or friendlier!

 

[NancyK]

I would like to have this info also. My booking this morning couldn't have been more smooth. Way to go Percival!

 

[5DisneyNuts]

Spoke to a CM Wednesday morning. He was the best CM ever! Corrected the mistakes my previous CM made and helped switch hotels and offered to make my ADR's...Plus we had a lovely chat! Seemed like the old days calling CRO..

 

[nbodyhome]

You can either write to Disney at wdw.guest.communications@disneyworld.com

OR

While you are on the line, you can ask to give a complement on the voice mail they have set up.

Disney takes compliments VERY seriously, that does go into the agent files. I call Disney nearly every day and give compliments often. Every so often I give a not-compliment (when I get a really bad CM), but that doesn't happen too often. I think I gave out 3 compliments yesterday for 3 outstanding CM's, that is rare to do that many.

I used to work at DRC - for about a year. I always was told how great I was, but never received a complement by mail or by phone. I would have loved that! I think the agents get a certificate too. It WILL make their day if you let Disney know. Honestly.

 

[5DisneyNuts]

Thanks for the info. I did complete the survey after the call, but will also write an email.

 

[calypso*a*go-go]

Thanks for the info Denise! I read in a couple of different threads that Disney was bringing in extra help in anticipation of the high volume of calls for free DDP. Since everyone had such wonderful CM's on the phone, I'm just wondering if the people we were speaking with might have been individuals who were in management or might actually work in other areas at WDW but were reservation savy...the special forces, so to speak. Whoever they are -- they've been doing a great job!!!

 

[antmaril]

I had three great CM's today. The only name I remember was Calhoun, but all three of them were very helpful and in a good mood, in spite of the heavy call volume.

 

[nbodyhome]

Thanks for the info. I did complete the survey after the call, but will also write an email.

I never do the survey, but I do ask for the compliment voice mail. Then you can leave a message for them (maybe you can during the survey also, I don't know!)

The agents I speak with are usually ones who have been there a while. Disney has in the past used outside sources (some from other areas of Disney and some not) when it's busy. I don't know if they are doing that now, all of the agents I've spoken with recently seem to be working out of Tampa or Orlando.

I hope that more agents get compliments after this thread! Definitely take a minute if the agent is good, and let Disney know.

 

[5DisneyNuts]

FWIW this is the email I just sent. I'm sure someone can come up with better wording, but you get the general idea...

"Good afternoon. I would like to tell you about my experience calling Walt Disney World Reservations on Wednesday April 11th approximately 8:45AM.

I was very aware of how busy the telephones would be with the Disney Visa Dining promotion underway. I was prepared to deal with an understandably harried reservationist.

Instead I was greeted by *****. I have been vacationing at Walt Disney World for the past 20 years, so I am used to receiving above average customer service. ***** was one of the best Cast Members I have ever spoken with and went above and beyond the usually good WDW service. Not only did he help correct and change my reservation efficiently, he was extremely well informed about Walt Disney World. He gave me great tips that I am sure will make my vacation special.

It really makes a difference when calling for reservations to have someone on the phone that has been to many of the places we are visiting and can offer a personal touch. They are truly the Disney Specialists.

I have included my reservation number and telephone number in the hope that you can determine the gentleman I spoke with. Please feel free to contact me if you require any additional information.

Thank you for your time."

Hope this helps somebody...

 

[calypso*a*go-go]

Sounds great Margie -- I sent something very similar. I called and asked for the compliment message line but was afraid it didn't get recorded in it's entirety...so I sent the email as well, just to be safe!

Perhaps our new motto should be:
Have you complimented a CM today?

 

[nbodyhome]

I'm usually a lot more brief, but they know who the agent will be if you have a name. Each name at DRC is different on the phone lines.

My comments tend to be along the lines of "I just wanted to say how great xx was today. xx was fast, friendly, very knowledgeable (insert whatever applicable good comments), and is an asset to the company". The agents always know who is giving the complement because I'm asking for the complement line.

In the case where I've had really (really) bad service, I call back and get another agent and ask for the line. I mean, what would I say? "You've been horrid, please transfer me to the voice mail". I don't think so! Thankfully, that is maybe a couple of times a year. Nearly every time I ask for the line, it's for good!

 

[leafette]

I had the most wonderful person this morning. She said I was her first call, and she seemed as excited as I was! In my haste and excitement, I didn't get her name, but I wonder if they'd have a record of it somehow.

 

[nbodyhome]

I had the most wonderful person this morning. She said I was her first call, and she seemed as excited as I was! In my haste and excitement, I didn't get her name, but I wonder if they'd have a record of it somehow.

Debra -

If you made a reservation with her, there is a record of who you spoke with. You can call Disney and I'm not sure they'll tell you the name - but you can ask. Otherwise, I'd ask for a supervisor and let them know you appreciated the person who you spoke with. OR, ask for the voice mail (or write to Disney) and give them the reservation number and your name, and they'll be able to figure out who it was.

 

[leafette]

Debra -

If you made a reservation with her, there is a record of who you spoke with. You can call Disney and I'm not sure they'll tell you the name - but you can ask. Otherwise, I'd ask for a supervisor and let them know you appreciated the person who you spoke with. OR, ask for the voice mail (or write to Disney) and give them the reservation number and your name, and they'll be able to figure out who it was.

Thanks for the information. I will definitely call and try to report what a wonderful job this person did. She made the entire process easy and fun.

 

[nbodyhome]

Thanks for the information. I will definitely call and try to report what a wonderful job this person did. She made the entire process easy and fun.

Great! Disney will probably wonder how so many people ended up with compliments this week. I just like to see anyone who does a good job get recognized. Working at DRC can be a tough job, so I really like to give compliments anytime it's deserved.

 

[marymal99]

I too had a great customer service person. Her name was Angel. I was on hold for over an hour when I had to leave for work kept the phone with me. Angel was so patient and allowed me to fine a place to pull over and find my information. Way to go Angel .

P S I never drive and talk on my cell but i just couldn't just hang up after an hours wait

 

[5DisneyNuts]

I'm usually a lot more brief

Denise, you sound just like my DH; I do tend to run on...

but they know who the agent will be if you have a name. Each name at DRC is different on the phone lines.

I always wondered about that - I didn't know if calls could be tracked by name (that is why I gave specific details and phone #, so they could track).
Now, I have to ask, where do those names come from? They are a bit too unusual to be real...Don't think I've ever heard "Hi this is Bob, how can I help you"

 

[BroadwayGirl]

oh nevermind

 

[nbodyhome]

Denise, you sound just like my DH; I do tend to run on...


I always wondered about that - I didn't know if calls could be tracked by name (that is why I gave specific details and phone #, so they could track).
Now, I have to ask, where do those names come from? They are a bit too unusual to be real...Don't think I've ever heard "Hi this is Bob, how can I help you"

Well, I can run on as well! If I get a GREAT CM and we are chatting and having fun, I can definitely run on a little longer about them on voice mail.

Some names are the agents real names. Some are not. Disney wants to make sure if you call and "Bob" answers (and there may be one somewhere) that he's the only "Bob" you'd get. It does make it a lot easier to track when there is only one agent per name! I don't think they allow for Disney character type names anymore, that may have stopped even before I was there.