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

[BCV23]

I think they are too. I never said they weren't. However, if the friendliness issue WAS indeed a top Disney priority, there wouldn't be as many rude CM's.

In other words, there was a time I remember when ALL the CM's were friendly and helpful. I'd say, when you call CRO, 2 out of every 5 isn't friendly, and there are more than handful of people who work at All Star Movies who were less than friendly. I dealt with 3 very rude or unhelpful people on my stay in January. And it's not because I was rude to them. I was just asking simple questions. They were just very crabby.

You said customer friendliness is no longer a priority with WDW. That is what I disagreed with as I think cast member friendliness is still a top priority.

You have certainly had bad luck. I've been making ARs and resort reservations for many years and have had exactly one CM who was unpleasant and one other who was not quite up to snuff but it was the end of the day and I chalked that one up to fatigue. Everyone else has been very friendly and I wish other companies would do as well in training call center personnel. Here's hoping your luck improves!

 

[srfrgrl07]

I agree with everything you said, however, people calling to change ADR's is more of Disney's fault than the customers. If Disney didn't change the schedules so much, customer wouldn't have to change the ADR's. Not that I'm complaining about that. personally, it's never affected me in a bad way. But I have had to make changes to my ADR's because of park hour changes before.

While I agree that many are changing reservations due to park hours, that is not always the case. Some people just change their minds. I am always second guessing myself becuase there are so many choices, and as the trip gets closer I start to really plan where I will be when and that changes my dining schedule a bit. They don't really care how many times you make changes and call, despite what some might think.

As far as friendliness being a priority...the labor pool in Central Fl is not as large as it used to be. There are more jobs at Disney than there were years ago (additional resorts and theme parks have been added over the years.) And as someone else mentioned, the other guests are not as friendly as they used to be either. Unfortunately, Disney does not have a screening process when hiring that determines how "nice" a person is. If I encounter someone who is overtly rude to me in any service position, I make sure to report it to a manager (as I'm sure you did with your AS Movies fiasco.) I also mention it if I encounter exceptional service...that type of positive recognition helps in keeping that person from feeling underappreciated and getting "burnt out." Then they will continue to provide that extra service and hopefully set an example for others around them.

 

[makinorlando]

I have to say, that I have never experienced a rude CM at Disney Dining. I have made quite a few reservations for DD and myself, as well as meals with visiting family members since November. For the most part, I am flexible, being from Orlando, and the meal is not alway for a specific event, but they are always willing to give me various options.

I have called from the car at 8am on a Sunday morning to tell them that I forgot my passes, and had to go back home and would not make my 8:30ADR at AK Donald's, and was kindly given a another time, and told to drive safely, not to worry!

I misplaced my paper with my numerous confirmation numbers, and on a very busy Sat night, after waiting for 20 min.... speakerphone - multi tasking - I was kindly given all of my numbers on dates spread from Feb - April

I called yesterday (2/22) when I decided I wanted to go to CP for my birthday dinner, and although the times available didn't fit into my plan, the CM checked out LTT for me as well. I did not make an ADR, he wished me a very happy birthday. I did call back later and luckily one of the times was till available, and I booked it - Again a very nice woman, who said it was wonderful that I was doing something special for my birthday (I'm single mom - with no SO)

I had never heard of the DDE, and in November when making ADRs for the night of our MVMCP tickets, the CM explained it to me, and gave me the information to sign up. Yes, you pay for it, but I have paid for that card many times over since December!

I send kudos to all these folks, I know I couldn't do their job, and keep a smile on my face or in my voice!

 

[momrek06]

I am lol recalling a conversation I had last year with a CM- As we started talking I said that I need to add some more reservations to our plans. And she replied- "oh no problem I see that you are a nice person" So to that I replied "oh well thanks do you work for Santa?" and she said "No it is here on your reservation- someone posted a note with your PS's!!!" That just blew me away. So now whenever I call I am as polite as can be.. I don't want to be put on the naughty list!!

LOL...as you might end up with a piece of coal on your plate instead of a piece of steak....lol...hahaha...too funny!! I love it "do you work for Santa"

 

[DisneyDotty]

Has anyone ever been privvy to exactly what information the CMs have on us? It may be interesting reading...
All I know is when I went to make my ADR's, the CM said, "Oh, I remember you. Weren't you here last year?" To which I--astonished--replied, "I cannot believe you remember me!" (My DD11 reminded me later that the CM's have our history on the computer screen in front of them... And I thought I was so special!)
So, lesson to the OP--definitely don't sweat it! Make all the changes you need to make this trip as magical as possible! If you laugh with the CMs and thank them, they'll return the pixie dust in kind. Trust me. And if you get a sourpuss, just say something to the effect that you're sorry but you'll need to call back later. Try again. There are a lot of fun, magical CMs waiting to take your call!
Have a great trip!

 

[prplgrl64]

To respond to the rude cm, Never take it personal. Always call back, They work hard and that one cm may had another call before you that may had treated her bad and she probably did not mean to take it out on you.
Most of them know what they are doing and are very pleasant to talk to.

 

[prplgrl64]

In respond to srfrgl07, Most people call to make changes is hardly ever Disney's fault, normally the people change because they wanted something else, or was not paying any attention to the days they were booking for. I think too many people think that cm can make miracles.
But if all customers would get organized, do some research before they call. It would help cm make the correct ADR's
for their trip.
Don't ever assume they know what you want!

 

[lookingforward]

I have not had the time to read every reply but had to add my two cents. The other night I phoned to make some dining arragements. The CM was not very friendly but what really made me mad was when I said, I would like to book the Epcot German buffet. (I could not remember biergarten) and she said "unless you can remember the name I can't help you...there are over 300 restaurants you know! HUH?? She did the same with the Tempura part of Japan, so I just thanked her and hung up. How hard could it have been to look up the German restuarant? Geez.

 

[Kath2003]

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

 

[prplgrl64]

There is only one German restaurant. But if customers would go to the disneyworld website before they start calling, it would help the customer and the cm better to make the ressie..
Yes, they get paid to know what they are selling but it's up to the customer to know where they want or what they want to eat..

 

[hollandopolis]

I agree the guest should know what they want but yes, the cm SHOULD know what the guest is talking about..they DO get paid for what they do but think of it like this...the cm gets paid more for booking stuff, so that cm just lost that reservation and any other reservation you would have made. Their loss is how I see it.

 

[Tinker74]

I agree the cm should know what they are talking about!
I have called disney dining about 5 times this week...and 4 times I have had lovely CM's ...who chatted to me and loved what they were doing..BUT..The first time I called when I had a list of 14 Adrs to make...was a disaster.

I had the correct names of the restaurants and activites written down...so she didn't have that excuse.
We only made 4in over 1hr because she had no cloue at all about any of the restaurants
She had never heard of the wonderland tea party!!! Or the albatross pirate cruise..or perfectly princess tea party.
She then told me...because she couldn't find them on her pc...disney must have "gotten rid of them". I hung up in the end.

 

[DisneyDotty]

I have not had the time to read every reply but had to add my two cents. The other night I phoned to make some dining arragements. The CM was not very friendly but what really made me mad was when I said, I would like to book the Epcot German buffet. (I could not remember biergarten) and she said "unless you can remember the name I can't help you...there are over 300 restaurants you know! HUH?? She did the same with the Tempura part of Japan, so I just thanked her and hung up. How hard could it have been to look up the German restuarant? Geez.

This is just downright snottiness on the part of your CM. CMs I've talked to have always been quick to give me the name of a restaurant if I can't remember it. You just picked a lemon.
Incidents like this are why we all should just say, "Sorry, I need to call you back."
You were smart not to waste your time with a magic-sucker!

 

[paigevz]

I also mention it if I encounter exceptional service...that type of positive recognition helps in keeping that person from feeling underappreciated and getting "burnt out." Then they will continue to provide that extra service and hopefully set an example for others around them.

I think this can not be underestimated. The more rude CMs there are out there, the more we should make it a point to mention those who are very friendly/accommodating.

I am not good with names. But I wrote down the names in my notebook of the exceptional CMs we encountered last trip, so that I could email notes of thanks for their service. There were 5 that I called about..........can't remember their names now, but 2 ladies at WL who not only found me a store carrying diapers in my toddler's size, but then offered to take a cab to buy them and charge my room for the price of the diapers only (we were supposed to get a grocery stop using FL Tours, so didn't pack many as they take so much space.........didn't know that if your plane is delayed, they won't make the grocery stop), one boat captain from WL to WDW who took an interest in my son taking an interest in the boat, allowed him to watch him pilot it, then help pilot and make announcements, one CM at LTT who held our table while we waited on my very tardy husband and son, and played with my toddler while waiting for the parade, then held him up so he could see better, and one CM who was on the college program, near Cosmic Ray's, who helped us find the best place to see the fireworks and played with my toddler.

I haven't, though, called or emailed to express my appreciation for a CM on the phone. I think we all should, when we get a good one! Hopefully, it'll not only motivate them, but also their colleagues.

 

[DVC Sadie]

Please dont be upset. I called Dining the other night about this time and I got this CM that was breathing hard too, and she said she had a respiratory problem. So maybe you got the same one.

We must all remember that sometimes they just have a bad day too, its a stressful job and late at night they are tired.

I know they don't need to be rude but just maybe we all sometimes expect a little too much pixie dust from all of them.

Just enjoy your trip and move on, you will feel better for it.

This is a very logical conclusion.

 

[prplgrl64]

Wow, how we all think everyone is trained perfect. To all that do not know, most cm are trained for different areas, You as a customer may be pushing buttons and got a department that does not book the type of things you want.
I work for a cable company and we have customers that call and push buttons and ask for things that I do not handle and may not even know how to answer what the needs are. We always hire and new staff and not all of them have experience everything we have to offer. So WE ALL CANNOT ASSUME THAT THE CM KNOWS EVERYTHING!
Yes, they get paid but they are not all trained on everything, You should try to do their job and tell a customer how easy it is. Give them a break.

 

[ReggieB]

I've had a couple of CM's that just weren't having a good day both when calling for ADR's and calling Disney Travel. If I get the vibe that things are not going as smoothly as I would like I usually think of some inane question, thank them for their time, hang up and phone again. I've never had the same CM answer twice in a row. Saying that, one grumpy CM was perfectly fine a week or two later (I was oh no, not her, but she was great with my inane question so I carried on) So I guess it was just a tough day the time before, either that or she was "oh no it's the mad lady again, better be nice!!"

 

[lookingforward]

Wow, how we all think everyone is trained perfect. To all that do not know, most cm are trained for different areas, You as a customer may be pushing buttons and got a department that does not book the type of things you want.
I work for a cable company and we have customers that call and push buttons and ask for things that I do not handle and may not even know how to answer what the needs are. We always hire and new staff and not all of them have experience everything we have to offer. So WE ALL CANNOT ASSUME THAT THE CM KNOWS EVERYTHING!
Yes, they get paid but they are not all trained on everything, You should try to do their job and tell a customer how easy it is. Give them a break.

When I get an uninformed customer service person (sometimes a language issue when they are in India with my credit card) I am never rude or disrespectful. I simply say thank you, gotta go, etc. My point is simply that if you are making reservations for restuarants then try to help the customer. I can understand not having memorized each eating establishment BUT take a second and look it up. And it would be nice to have a friendly person to speak with. Small talk is not necessary but a kind voice should be the standard of service.

 

[vellamint]

I came within my 180 + 10 window yesterday.....the CM that I spoke to just did not "get" that I was staying off property for a week and THEN moving on property.....for a minute I was panicking because she was saying things that sounded like she was going to cancel the 2 or 3 ADRs I made last week for our first week in Florida. She was snotty. As a matter of fact snotty enough that I think I need to call them in the morning and confirm all my ADR's. She had a know-it-all attitude and then seemed irritated that I knew about the 180 + 10 (after she put me on hold to talk to someone).

On another note.....even though I was able to book all the restaurants I wanted....three of them were not for the exact times I wanted.....and this is for AUGUST!!! Especially La Cellier!!!

Call now people or you wont get in lol!!

 

[hollandopolis]

I came within my 180 + 10 window yesterday.....the CM that I spoke to just did not "get" that I was staying off property for a week and THEN moving on property.....for a minute I was panicking because she was saying things that sounded like she was going to cancel the 2 or 3 ADRs I made last week for our first week in Florida. She was snotty. As a matter of fact snotty enough that I think I need to call them in the morning and confirm all my ADR's. She had a know-it-all attitude and then seemed irritated that I knew about the 180 + 10 (after she put me on hold to talk to someone).

On another note.....even though I was able to book all the restaurants I wanted....three of them were not for the exact times I wanted.....and this is for AUGUST!!! Especially La Cellier!!!

Call now people or you wont get in lol!!

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.