I got a call from MS....

[BamaTigger]

If true then why do they tell you that they can't help you and you have to call in?

Bill

Because there are certain things a CM on chat cannot do. They all have a Manager and they make the rules. It is NOT the CMs fault. They are working on two Chats at a time, so give them credit. They work HARD With super strict rules. Their surveys determine their 'grades' and pay raises-IF they get any. They are only doing what they are told to do. It's a VERY stressful job.

Example, if you go longer than 2 minutes without typing, the CM gets 'dinged' on Quality Monitoring scores, the CM gets dinged on misspelled words, wrong grammar, etc. so they simply cannot do what a CM on the phone does. Most of the time the Member doesn't even half way pay attention to the chat! Chat was simply started to help Members do simple things so they don't have to call in to do. Same thing with e-mail. The chat CMs also answer the emails, or usually a pre-written script. So the complaining emails don't do any good. Rem mber that! Search for availability, book DME, make ANY type of reservations and other complex things can't be done on chat. Also, they are REAL people, not outsourced, sit right next to the Advisors on the phone in the same building.

 

[BamaTigger]

Yes, it was a holiday for Disney. CM who worked got holiday pay.

Easter Sunday is NOT a paid holiday for any CMs.

 

[disneynutz]

Because there are certain things a CM on chat cannot do. They all have a Manager and they make the rules. It is NOT the CMs fault. They are working on two Chats at a time, so give them credit. They work HARD With super strict rules. Their surveys determine their 'grades' and pay raises-IF they get any. They are only doing what they are told to do. It's a VERY stressful job.

Example, if you go longer than 2 minutes without typing, the CM gets 'dinged' on Quality Monitoring scores, the CM gets dinged on misspelled words, wrong grammar, etc. so they simply cannot do what a CM on the phone does. Most of the time the Member doesn't even half way pay attention to the chat! Chat was simply started to help Members do simple things so they don't have to call in to do. Same thing with e-mail. The chat CMs also answer the emails, or usually a pre-written script. So the complaining emails don't do any good. Rem mber that! Search for availability, book DME, make ANY type of reservations and other complex things can't be done on chat. Also, they are REAL people, not outsourced, sit right next to the Advisors on the phone in the same building.

Maybe DVC should let members know what chat can do. All I know is that 95% of the time I wasted my time trying to get things done with chat. I don't chat anymore, I have better luck with email.

Bill

 

[BamaTigger]

Maybe DVC should let members know what chat can do. All I know is that 95% of the time I wasted my time trying to get things done with chat. I don't chat anymore, I have better luck with email.

Bill

That was brought up to 'management'... they will not put a disclaimer on the website because it 'may anger Members'. So instead, the CMs have to get berated over chat and everywhere else. Management is in charge... and they are not helpful in MOST areas. With email, you can do a bit more than over chat.
The chat CMs can do room requests, name changes on reservations, bank VPs, just go over basic information on Member's accounts, just basic info. If someone chats in to complain, it falls on deaf ears. Then the CM has to apologize for something they have no control over and then the CM gets in trouble for it. It really is ridiculous.

The only thing that is outsourced at DVCMS is Quality Monitoring for phone calls/chats/emails. It's a shame people who can barely speak English 'grade' CMs phone calls and writing. Same with DRC. Sad.

 

[jakenjess]

The requirement to involve the owner for DME reservations should have been disclosed in your rental agreement. I imagine this scenario, where the renter is also an owner, is unusual, so I can understand how MS might not have realized they needed the owner to call in at first.

I don't mean to hijack the thread, but I have a question about this. We are owners, but a friend of ours who is also an owner made a reservation for us using her points for August.
I filled out the online DME form and it looks like I'm all set -- but does my friend have to call for some reason? This is my first time using someone else's points, so I'm not sure of the procedure. Thanks!

 

[supersnoop]

I don't mean to hijack the thread, but I have a question about this. We are owners, but a friend of ours who is also an owner made a reservation for us using her points for August.
I filled out the online DME form and it looks like I'm all set -- but does my friend have to call for some reason? This is my first time using someone else's points, so I'm not sure of the procedure. Thanks!

Officially, they have to make the DME reservation for you. Unofficially, Member Services might not have noticed that the trip wasn't booked with your points, so they may have taken the reservation anyway.

 

[CarolynK]

Because there are certain things a CM on chat cannot do. They all have a Manager and they make the rules. It is NOT the CMs fault. They are working on two Chats at a time, so give them credit. They work HARD With super strict rules. Their surveys determine their 'grades' and pay raises-IF they get any. They are only doing what they are told to do. It's a VERY stressful job.

Example, if you go longer than 2 minutes without typing, the CM gets 'dinged' on Quality Monitoring scores, the CM gets dinged on misspelled words, wrong grammar, etc. so they simply cannot do what a CM on the phone does. Most of the time the Member doesn't even half way pay attention to the chat! Chat was simply started to help Members do simple things so they don't have to call in to do. Same thing with e-mail. The chat CMs also answer the emails, or usually a pre-written script. So the complaining emails don't do any good. Rem mber that! Search for availability, book DME, make ANY type of reservations and other complex things can't be done on chat. Also, they are REAL people, not outsourced, sit right next to the Advisors on the phone in the same building.

I think CM's working on 2 chats at a time is unacceptable. The time it takes a CM to type a response has led me to believe I am "chatting" with someone outside the US. How do you know that "most" Members don't pay attention to the chat?? I never leave a chat window, I sit and wait. What MS is saying to me, by allowing a CM to work 2 chats at the same time, is that MY time is not valuable to them.

That was brought up to 'management'... they will not put a disclaimer on the website because it 'may anger Members'. So instead, the CMs have to get berated over chat and everywhere else. Management is in charge... and they are not helpful in MOST areas. With email, you can do a bit more than over chat.
The chat CMs can do room requests, name changes on reservations, bank VPs, just go over basic information on Member's accounts, just basic info. If someone chats in to complain, it falls on deaf ears. Then the CM has to apologize for something they have no control over and then the CM gets in trouble for it. It really is ridiculous.

The only thing that is outsourced at DVCMS is Quality Monitoring for phone calls/chats/emails. It's a shame people who can barely speak English 'grade' CMs phone calls and writing. Same with DRC. Sad.

Do you work for MS? I think MS wants us to use chat because it allows CM's to multi-task (according to you), despite it being a basically useless tool to us members.
I am more angry after a chat that didn't get my issue resolved than I would be by knowing what I can and can not do on chat.

 

[BamaTigger]

I think CM's working on 2 chats at a time is unacceptable. The time it takes a CM to type a response has led me to believe I am "chatting" with someone outside the US. How do you know that "most" Members don't pay attention to the chat?? I never leave a chat window, I sit and wait. What MS is saying to me, by allowing a CM to work 2 chats at the same time, is that MY time is not valuable to them.



Do you work for MS? I think MS wants us to use chat because it allows CM's to multi-task (according to you), despite it being a basically useless tool to us members.
I am more angry after a chat that didn't get my issue resolved than I would be by knowing what I can and can not do on chat

There have been many many chats where it goes silent, a 2 minute chat warning is sent, then on the 3rd minute the chat has to close. Some people walk off, answer the phone, tend to kids, etc.

The chat/email CMs are in a separate group from the phone Advisors. For half the day, you are scheduled to chat, then the other half, answer emails. Chat is to do simple things so you don't have to call in to say, add a name to a reservation, modify guest list, etc. It would take too long on chat too look for availability, dining, book cruises, etc. Trust me, it's NOT outsourced. Chat has alot of hot keys, canned remarks, etc just like email. I know at the start of a typical day, there may be 200 plus emails, and during Peak, 500 plus. And the team is less than 12 CMs, so that's a negative as well. So that is why they are not answered in a split second. I don't know why Management will not put a disclaimer on chat about the limited capabilities other than it may anger so many.

 

[BamaTigger]

I think CM's working on 2 chats at a time is unacceptable. The time it takes a CM to type a response has led me to believe I am "chatting" with someone outside the US. How do you know that "most" Members don't pay attention to the chat?? I never leave a chat window, I sit and wait. What MS is saying to me, by allowing a CM to work 2 chats at the same time, is that MY time is not valuable to



There have been many many chats where it goes silent, a 2 minute chat warning is sent, then on the 3rd minute the chat has to close. Some people walk off, answer the phone, tend to kids, etc.

The chat/email CMs are in a separate group from the phone Advisors. For half the day, you are scheduled to chat, then the other half, answer emails. If chat gets swamped and busy, then everyone on the small team chats. Chat is to do simple things so you don't have to call in to say, add a name to a reservation, modify guest list, etc. It would take too long on chat too look for availability, dining, book cruises, etc. Trust me, it's NOT outsourced. Chat has alot of hot keys, canned remarks, etc just like email. I know at the start of a typical day, there may be 200 plus emails, and during Peak, 500 plus. And the team is less than 12 CMs, so that's a negative as well. So that is why they are not answered in a split second. I don't know why Management will not put a disclaimer on chat about the limited capabilities other than it may anger so many.

 

[BamaTigger]

The chat/email CMs are in a separate group from the phone Advisors. For half the day, you are scheduled to chat, then the other half, answer emails. If chat gets swamped and busy, then everyone on the small team chats. Chat is to do simple things so you don't have to call in to say, add a name to a reservation, modify guest list, etc. It would take too long on chat too look for availability, dining, book cruises, etc. Trust me, it's NOT outsourced. Chat has alot of hot keys, canned remarks, etc just like email. I know at the start of a typical day, there may be 200 plus emails, and during Peak, 500 plus. And the team is less than 12 CMs, so that's a negative as well. So that is why they are not answered in a split second. I don't know why Management will not put a disclaimer on chat about the limited capabilities other than it may anger so many.

 

[MouseOfCards]

I don't chat anymore, I have better luck with email.

Bill

Agree with this. Seems like the CM's handling the email requests are better trained and more experienced than those CM's on the other communication methods.

 

[kid-at-heart]

I think a call on a holiday Sunday is odd.

And from the post it sounds like you only posted here about it. So to me it seemed like they were responding to a post here? Or had you written them about the problem as well?

I was unable to look up your past posts to find out more about the situation.

But it is not a Sunday holiday for everyone. Not everyone one celebrates Easter or Sundays or Passover or... I think it was good they called and if it was not a convenient time for you, regardless of the reason, just ask them to call back on another day.