I had the best CM on the phone the other day....

[jfranklyn]

Over the weekend I called Disney just to confirm our reservation at All-Star Music (for 2 weeks from now) - and to add a few requests like non smoking, which buildings, etc. I used the DC line. I was on hold for all of about 10 second when this REALLY nice male CM came on the phone and was so pleasant - NOT overdone kind of pleasant (like a salesman) - just really nice. So I made my requests, and he was about halfway through adding them, and my 4 yo DD comes into the room and says "Mommy - is that Mickey on the phone, is that Mickey? - I need to talk to him!". I guess my husband had said "Don't bother mommy she's on the phone with Mickey's house" (that's what we call WDW for her). Well, the CM must have heard her and said to me "I'm not Mickey, but I could go see if I could find him for you" - I laughed and declined and he continued adding my requests. When he was finished, he asked if there was anything else he could do for me, and I asked if he could transfer me to the Dining Line - as I needed to make a food reservation. He didn't hesitate even 1 second and said "Welcome to Walt Disney World Dining, this is ____, how may I help you?" Well, I started laughing so hard, I nearly fell off the bed. He cracked up too, and then as quick as anything made my reservation, wished us a great trip, and we hung up. It was such a great call - and totally psyched me up for our trip.

I have heard so many bad reports about CM's at CRO lately, that I just thought I'd share a really good one!

 

[KathyR]

It is so great when we get CM's like that! When I get an exceptional one, I always ask for a supervisor at the end of the call, so I can give them compliments. The supervisors always thank me and let me know that the comments will go in thier file, and it will be taken into consideration when their reviews (opportunity for a raise) come up. I know I really want the good ones to stay, so it is the least I can do

 

[Disney Fool]

Thanks for sharing! I've always had a good rapport with CM's, and have had some great conversations with them. Some of them are extremely funny. And yes, I'm sure the grouchy ones are out there, too. I encountered one or two who've sounded so weary, and I started joking with them and they perked right up. I had one very nice lady ask me how the AKL was! She'd never been there. Glad to hear you had a great experience with making your plans. It sure makes the anticipation of the trip even better, doesn't it!

 

[BostonTigger]

I had a guest write and send in a letter complimenting me and the way I handled their complicated request....and you know, it really made my day when I got to read it. They had also send with the letter a couple of pictures of their baby sitting the pile of plush toys, and she was the cutest thing in the world. It really does make a difference to a CM, so when a CM has been real nice to you please call or write a letter....it makes their days.

A Former TDS CM,
steven

 

[Firedog]

Our 2-year-old son talks about going to "Mickey's House" every day (five weeks to go). He wouldn't know what we are talking about if we said Disney World or Magic Kingdom.

 

[goofy4tink]

I booked our trip on Sat. (9/7). The cm I got was really terrific also. I must have talked to her for about 20 minutes. She was extremely helful. Well......when I had hung up the phone (finally) my dh wanted to know who I was fanatically talking about WDW too THIS time. Imagine his surprise when I told him, "Well, the Mouse's rep!" He could not believe that I had such a friendly-type conversation with a customer service person. Way to go Disney!!!

 

[floridalover]

Lucky you, The other day I made final ressies for May and the CM did not have a clue how to use the system. I was on the phone for over 20mins trying to book two nights at the AKL!!!

 

[bigs1923t]

I have always found the CM to be friendly when making ressies. If you do get one that is off key a little try to remember what they do. They listen to people all day long and many of these peoiple are the "just cant please"type. I work at an amusement park on our local boardwalk. It has about 40 rides so its not real big. I learned an awful lot about people there and evn though they are on vacation and having fun they can still find time to complain about EVERYTHING. Like "the ride was shorter when my child was on", most of the rides are on automatic shutoff timers so all rides are the same length. I drive a kiddie train (very slow) and people watch it go around then ride it & complain it was boring. We employ 3 people just to handle customer complaints. So next time you get "that" CM think about their side. Sometimes they will perk up just by you saying something like"I dont know how you people do it" It makes them feel that their job does not go unoticed.

 

[TigrLvsPooh]

I had a really nice CM on the phone tonight.... HI NORMAN!!! I told him about this board so he might be here checking things out. He was very friendly and helpful... but I think I taught him a thing or two also. LOL {{{Don't worry Norman, if you read this board you'll know just as much as I do!!}}} LOL

 

[Jen D]

This is a nice post-- most posts that come after getting off the phone with CRO have the little angry face next to them! But there are still some really great CMs over there. You call just checking some rates and they really get you excited about your vacation! I feel like booking a room right now!

 

[Luv2Roam]

I have had one of the nicer CRO CM's steer me wrong and cause me a lot of grief too.
During my troubled time earlier this year with CRO, I had a small beacon of light. A really nice CRO CM read the board and e-mailed me.
He/she did what little they could without getting themselves in trouble. But they were a big supportive help. And only wish I could let WDW what a great, caring employee they have that went above and beyond.
For my next trip I want to make sure to remember to buy some "What Would Walt Do?" pins to give to CM's. I know they hear/read so much griping. But 99% of them are terrific and we depend on them so much!
We need a CM appreciation day! Disney saluted CM's. We should too!