How Do You Report An Outstanding CM in Reservations?

[nbodyhome]

Do you realize how insulting your comments are? I really hope there are no reservations CMs who read these boards because you've just insulted all of them who work day in and day out to create magical vacations for people.

I didn't take it as insulting, but I will say those who work at DRC have a tough job, which is why I like to make sure they are recognized. I give lots of compliments, I want to make sure that the best agents know they are appreciated. I wasn't cut out for the job, it's a sales job and I just wanted to talk about Disney with guests!

 

[BroadwayGirl]

I didn't take it as insulting, but I will say those who work at DRC have a tough job, which is why I like to make sure they are recognized. I give lots of compliments, I want to make sure that the best agents know they are appreciated. I wasn't cut out for the job, it's a sales job and I just wanted to talk about Disney with guests!

What I felt was insulting about the OP's comment is that she assumed that it couldn't have just been a regular reservations CM. I've always had great CMs and I've worked in call center environments so I can relate to their job. I just think it is a disservice and a sign of disrespect to the huge percent of awesome CMs at Disney reservations for the OP to assume that because she thought her service was great, it couldn't have been a regular reservations CM who provided that service.

 

[calypso*a*go-go]

Ummm...didn't mean to insult the entire reservations department. Perhaps my post came across the wrong way. With my personal experience over the last couple of years, no one has been as accommodating as this CM was and by wondering if he was in management, it was because I felt he might have had the ability to approve something others might not have. I won't go into the details of what I needed to have done with my reservations because I don't think it's anyones business but my own...but I feel almost certain that someone fairly new to the reservations dept. wouldn't have been able to handle it. Plus, I was also trying to indicate that I didn't think Disney would throw a bunch of newbies into a firestorm like free DDP.

So if anyone took it the wrong way -- I apologize (especially any Disney CM's that might have misunderstood my intentions). But at the same time I wish this thread would maintain the positive direction I was trying to take it in when I started it.

 

[AtlAmanda]

I had *** today, too, and he was wonderful!

 

[ilovedale3]

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

I had Tobias too! He was AWESOME! He was super-friendly and helpful and he even got excited for me when the resort I wanted was available (AKL). He said that he actually felt bad for the people who he "disappointed" today when the resort they wanted was sold out. I thought that was sweet.

 

[pamouselover]

I had Jeff, I joked that he must have booked a trip every five mins. He said if I did that it would be amazing! He said no really it takes about a hour for each phone call. He said I got lucky because most of the time he spent today was trying to found a place the guest wanted, usally with no luck because everyone wanted value. I was his first moderate of the day!
I think he would be fun to talk to disney freaks all day long and plan their magical dreams!

 

[BroadwayGirl]

Ummm...didn't mean to insult the entire reservations department. Perhaps my post came across the wrong way. With my personal experience over the last couple of years, no one has been as accommodating as this CM was and by wondering if he was in management, it was because I felt he might have had the ability to approve something others might not have. I won't go into the details of what I needed to have done with my reservations because I don't think it's anyones business but my own...but I feel almost certain that someone fairly new to the reservations dept. wouldn't have been able to handle it. Plus, I was also trying to indicate that I didn't think Disney would throw a bunch of newbies into a firestorm like free DDP.

So if anyone took it the wrong way -- I apologize (especially any Disney CM's that might have misunderstood my intentions). But at the same time I wish this thread would maintain the positive direction I was trying to take it in when I started it.

Sorry if I misunderstood what you were saying - I have some very good friends who work at Disney reservations who sometimes end up in tears because of how very mean people can be so I tend to be extremely protective of them. Especially disheartening because a lot of the meanies are denizens of the DIS and similar sites. So when I see something that appears to be a slight to the CMs who give their hearts and souls on a daily basis to create magical vacations I go into defensive mode pretty quickly. I absolutely agree that outstanding service should be recognized, and I know that the CMs do appreciate it when they receive the recognition.

 

[CanadianGuy]

While we appreciate you got good service from a particular CM --- we'd appreciate it if you didn't list the names they gave on the phone online here on the DIS.

That may sound silly at first .. but there's no benefit to this and lots of potential downside for both the CM and for the DIS.

Imagine for a moment that you had an awesome CM this morning named "Knox" (how cool would that be? ) who really went above and beyond for you and maybe did something really extraordinary (ie: Found you a standard view dining plan room at FWL) .. and you post that.

Then I call in hoping to get Knox... and don't get him so I ask for him. Or even worse, I get him.. and then I'm saying "But you got a room for so and so from the DIS.. why can't you get one for me?"

And so you can see how it might go.

By all means post of your great (or not so great) experiences.. but please don't use the CM's names... it protects them, protects you and protects the DIS.

Thanks,

Knox

 

[5DisneyNuts]

While we appreciate you got good service from a particular CM --- we'd appreciate it if you didn't list the names they gave on the phone online here on the DIS.

Sorry Knox, I never thought of it that way, but you are so right. I will edit my posts.
Thanks,
Marge

 

[CanadianGuy]

Thanks Marge.

 

[AtlAmanda]

Then I call in hoping to get Knox... and don't get him so I ask for him. Or even worse, I get him.. and then I'm saying "But you got a room for so and so from the DIS.. why can't you get one for me?"

And so you can see how it might go.

I'm fine with editing out the name, but your argument strikes me as quite silly. If I were to call up and get the person in your scenario, and they couldn't find me a room I wanted, I would simply assume it was because the rooms were all gone. When I called yesterday, all my top choices were gone. I didn't blame it on the CM (who tried quite hard and kept working with me), I blamed it on the fact that people got there before me.

 

[nbodyhome]

To me, I don't think it's a problem to mention cast here - BUT it's not as productive as mentioning it to Disney. That is great if "Knox" was terrific, the best cast member you ever had. Well, they get nothing if you write it here, not even the knowledge that you did so. But they do get the recognition if you write Disney or if you are transferred to the phone line that is designed for that purpose.

 

[CanadianGuy]

I'm fine with editing out the name, but your argument strikes me as quite silly. If I were to call up and get the person in your scenario, and they couldn't find me a room I wanted, I would simply assume it was because the rooms were all gone. When I called yesterday, all my top choices were gone. I didn't blame it on the CM (who tried quite hard and kept working with me), I blamed it on the fact that people got there before me.

Ok.. imagine a different scenario.

"I called up today and Knox got me a TREMENDOUS discount .. even tho he said I didn't have a PIN, he gave me the discount anyway."

Or whatever.. Then the CM could be in trouble.. and its posted out there on the DIS for all to see -- including "Knox's" manager.

There's a million scenarios.. and I have to say.. I just don't see the benefit of naming them by name in these resort threads -but I do see lots of downside- not the least of which is maybe the CM doesn't want to be mentioned by name here or anywhere on the internet?

The absolute best place you can talk about the CM who helped you, by name, is to Disney. Disney takes guest comments very seriously as others have noted.

Thanks,

Knox

 

[calypso*a*go-go]

Just wanted to mention that I received a really nice phone call from a woman who said she was calling from the Disney Executive Offices. She thanked me for taking the time to leave the favorable comments regarding the CM that helped me with my reservation and said the information had been shared with him through his leadership team.

 

[nbodyhome]

Just wanted to mention that I received a really nice phone call from a woman who said she was calling from the Disney Executive Offices. She thanked me for taking the time to leave the favorable comments regarding the CM that helped me with my reservation and said the information had been shared with him through his leadership team.

That is great. I never get calls from Disney for that, but I leave compliments a lot - they are probably tired of me.

 

[calypso*a*go-go]

Maybe they called me because I left a message on the compliment line but got cut off before I could finish...so I sent an email as well. They probably just wanted to reassure me that someone had received the information.

I'll be honest though, when I saw Disney on my caller ID and the woman identified herself as calling from the Executive Offices I got really excited that maybe I had won something in the YOAMD giveaway -- so I was a little disappointed but was still happy to know that I was able to spread some magic of my own.