I am sooooo upset! Rude cm for adrs! Has this happened to you?

[Sammie]

How many German restaraunts are there in WDW?! And aren't they paid to know these things?

Actually no they aren't. This person very likely has never even been to Disney World and is answering the phone in Kansas. They can only do what their computer program allows them to do and that is book dining based on info given to them by the guest.

Certainly sometimes you will get someone that knows this info but not due to training simply from personal knowledge.

 

[Sammie]

There was a day when all CM's were friendly and as helpful as can be. That day no longer exists. I called a couple weeks back and made ADR's for about 5 places, and the friendly CM I spoke with was all too happy to help me.

I called back a couple days later to make 1 ADR, and the CM I spoke with a miserable jerk.

Sadly, customer friendliness is obviously no longer a top priority at Disney.

Sadly guest friendliness is not a top priority either at Disney for some and that in turn affects us all. The jerk you got might have just gotten off the phone with an even bigger jerk. No reason to be rude to you, but it does become a vicious cycle.

 

[shasess]

The only reason the cms might get annoyed at the 180+10 thing is because they HAVE to ask for the confirmation number and MOST times the guest does not have it and when they finally do have it then the cms HAVE to look it up in their system, if they don't, THEY get in trouble for booking the reservation(s). They get paid for talk time so that just adds minutes..and those minutes add up.

My advice...be prepared and know what you want. and yes, call early.

My question is how does any of us know what happens with "most " calls unless we have worked at one of Disney's call centers? I always try to have my conf. # on hand when I call Disney but even if I dont that does not excuse poor customer service. Sometimes I get a helpful CM and sometimes I dont. It shouldnt have anything to do with looking up a conf.#.
PS. Last year I made an ADR without even having a res with Disney. We stayed off site.

 

[2Princes2Princesses]

I have had 1 crabby Dining CM (I was actually IN Disney on the phone in the room), and after the second "sigh" from her, I said "And I would also like PS for 9 a/m tomorrow at Cindy's Royal Table!"

There was a long pause......then she said, "pardon me?" And I started to laugh, she started to laugh, all was better. She was just stressed out from something. My guess? Your CM had a bad day......or possibly is just a jerk.

Either way, remember...Disney has tens of thousands of CM's. A few are bound to be jerks! Don't let them ruin it for you or make you afraid to call Dining, where many of the CM's are AMAZING!!! ONe spent over an hour with me on the phone in November, talking about the dining plan, and I ended up getting it. She was terrific. I wish I could remember her name, you could ask for her! LoL

Forget perfection.....the kids will forget if something small goes wrong, but will remember if you were tense the whole time. Relax. Smile. Take a deep breath. Have a ball. If you miss something, look at it as an excuse to go back!!! I spent the first trip worrying about everyone else's good time. It stunk for me. Now I go with the flow and the kids have a better time with me.

Good luck and have a wonderful time.

 

[hollandopolis]

My question is how does any of us know what happens with "most " calls unless we have worked at one of Disney's call centers? I always try to have my conf. # on hand when I call Disney but even if I dont that does not excuse poor customer service. Sometimes I get a helpful CM and sometimes I dont. It shouldnt have anything to do with looking up a conf.#.
PS. Last year I made an ADR without even having a res with Disney. We stayed off site.

well I'm not saying that with EVERY reservation you need a confirmation number..only with the 180+10 you do. and I'm not saying that it is ok for a cm to get all mad at someone for that. Disney is supposed to be all magical and i'm sure every cm tries to do make everything magical for everyone..some cm's need to be sprinkled with pixie dust..
AND so do a LOT of guests. I can't remember how many times I got a call the the guest on the other line treated me like a complete idiot and talking down to ME when THEY didn't know what I was talking about...then the next call is someone who is the sweetest person but that last call made you feel sooooo bad that you are on guard for the worst.
Maybe you never worked in a call center, so I understand but this is alittle baskstage stuff for everyone to think about.

any of that make sense?

 

[epcotfan]

I agree with you hollandopolis. I've seen many a guest treat cast members like crap over the years. Sometimes you get back what you give. I don't need a cast member to stroke my ego and have fake pixie dust thrown at me constantly while I'm on vacation. As long as the person does their job and is civil, that is all I want.

 

[nliedel]

I think I had the same CM last fall! She treated me like I was an interuption to her day. I felt so guilty for bothering her. I called back and spoke to the nicest lady and all my ADRS had been CANCELLED! She got most of them back. I wish I had that ladies name!

 

[Sammie]

My question is how does any of us know what happens with "most " calls unless we have worked at one of Disney's call centers? I always try to have my conf. # on hand when I call Disney but even if I dont that does not excuse poor customer service. Sometimes I get a helpful CM and sometimes I dont. It shouldnt have anything to do with looking up a conf.#.
PS. Last year I made an ADR without even having a res with Disney. We stayed off site.

I have friends that work there.

 

[Aimeedyan]

I have friends that work there.

I have family that works there =) I know too much, actually, and therefore try to keep my mouth shut on these conversations. Which I'm sure you do, too! And I've been there, as well (at a center).

 

[shasess]

well I'm not saying that with EVERY reservation you need a confirmation number..only with the 180+10 you do. and I'm not saying that it is ok for a cm to get all mad at someone for that. Disney is supposed to be all magical and i'm sure every cm tries to do make everything magical for everyone..some cm's need to be sprinkled with pixie dust..
AND so do a LOT of guests. I can't remember how many times I got a call the the guest on the other line treated me like a complete idiot and talking down to ME when THEY didn't know what I was talking about...then the next call is someone who is the sweetest person but that last call made you feel sooooo bad that you are on guard for the worst.
Maybe you never worked in a call center, so I understand but this is alittle baskstage stuff for everyone to think about.

any of that make sense?

Regardless...It doesnt matter how many rude customers you get, the bottom line is you should always give out good customer service...I understand that working in a call center can be a stressful job (I worked at an airline for several years) BUT that's the kind of job I decided to work for. If I didnt like dealing with rude/anxious/excited people then I could always find a different job.