Is Member Services not held to the same high standard as the park cm's?

[HeatherPage]

I was reading the other post about being scolded by MS and have seen more than a few posts about rude or disinterested service. The last time I called MS (well actually the time before last). I happened to get the recording that I had been selected to take a survey on the customer service I received. Well while the girl wasn't rude, she wasn't exactly friendly either. As a matter of fact, she sounded like a cyborg. No, expression, no change in the tone of voice-nothing and when she asked if there was anything else she could help me with, it sounded like if she could be doing ANYthing else but be on the phone with me she would have. Now I know not everyone is a people person and works well with the public, but hello, when you work in a customer service call center a little people skills would be nice (anyone seen Office Space? - I have people skills dammit! What in the hell is wrong with you people-anyway go rent it if you haven't) back to the subject at hand though, is MS not held to the same standards as other CM's becase it's DVD or have I just caught these people on an off day?

 

[Peggy Sue]

I can honestly saw with all my dealings with MS I've always had very helpful CM's who have gone out of their way to make sure my experience has been pleasant, plus I've accomplished what I sat out to do. I have called daily at the 11 month window, and called to change resorts. I will say I've always trusted the wait list, and we've been lucky to always have our wait list come through. We not use the automatic feature..and just get the new confirmation in the mail. So, for us, we have no complaints..and I've spoken with them several times over the last couple of months setting up our December reservations.

 

[PamOKW]

is MS not held to the same standards as other CM's becase it's DVD or have I just caught these people on an off day?

They are held to the same standard as any other WDW employee. People have encountered CMs throughout WDW who aren't the "perfect" CM we'd all like and some probably should be looking for another line of work. I have never had a MS CM who was a problem. Some have been more personable than others but no one has been rude. The "cyborg" mode may kick in when they've got calls backed up waiting to be handled and they are just trying to move things along efficiently. While it's nice to chat with CM's, it isn't so nice to be on hold for 5-10 minutes. They have to strike a balance between friendly and efficient when they are busy.

 

[Lesley]

I've had mixed experiences with both MS and CRO....I really think it just depends on who you get. Some folks are just friendlier than others!

 

[Eeyore2U]

DW called yesterday to move a ressie from VWL to BWV and said the CM was professional, businesslike but not happy, sappy. I'll take quality work without the fluff everytime.

 

[dianeschlicht]

I have never had anything but good experiences with MS! Even when I have called to ask a "stupid question" when we were first members. In fact, the last time I called was when we were trying to put together the stay for the dying young mother, and MS was EXTREMELY helpful. They even had autographed photos of characters waiting at the resort for the kids! I think MS is GREAT!

 

[Mai Ku Tiki]

Hi everyone!
Guess I'm on a soapbox today. I just posted (long!) on another thread about poor CM customer service at check-in for BCV.

But after reading this thread, I'd like to chime in.
Just MHO... I expect a certain Disney standard of customer service in all of my encounters with CMs. I'm almost always pleased. Sometimes things are less than perfect.

CMs should expect to spread the Disney magic in their encounters with guests. Yes, they should be efficient. But if they can't perform efficiently with a smile in their voice, they should go work for the motel down the street, and leave the job to those who care. Lousy (or even average) service, we can (and do) get anywhere. From Disney and DVC, we should expect pixiedust!

If we lower our expectations, they WILL lower theirs!

 

[Doctor P]

I can count on very few fingers the bad experiences I have had with CM's. MS reps have generally been exceedingly helpful and patient. I have had more problems, though still very few, with CRO CM's. In general, the MS CM's I have dealt with are much more willing to admit that they don't know something and to call in back up to get me the right answer. Indeed, MS has now been working for four days on a question I asked that they are having difficulty answering. They called me back after a day and let me know that they had not forgotten me, told me how they were trying to get the answer, and asked that I be patient as the answer might take a few days to run down. Especially late on Friday afternoons, I have also found the MS representatives to love to converse with the members. I have had two or three strike up a DVC conversation with me as we did our business. It was a very pleasant experience. Are there bad apples? Yep, but they have been rare in my experience.

 

[HeatherPage]

Mai Ku Tiki that's exactly what I was trying to say! (you did a better job ). Basically what I was trying to get at is while this MS person wasn't rude she had absolutely no warmth in their voice at all and while yes she did handle the call efficiently more or less, I might as well have been using an automated system. I'm not asking for chatty cathy but acknowledging a member in a friendly tone isn't too much to ask. When the survey came back on after the call that I mentioned previously, some of the questions that were asked i.e., was your call handled in a friendly/pleasant (or some effect to that) manner, well she didn't come across that way to me so I answered fair or below average. Most all of my member service calls have been handled wonderfully, it's just that with all the posts I've been reading lately, I just had to wonder. So I'll choose to think I just hit this girl on an off day.

 

[Simba's Mom]

Just an observation-I've found a marked difference in the courtesy and friendliness of MS depending on what time of week I call. That is, if I call Monday or Tuesday I can almost guarantee abrupt service. Thursday and Friday are the days I get the friendly CMs. Wednesday's been a toss-up. Maybe it's a coincidence. Hmmm. Anyone else?

 

[JudithM]

I am sorry to read so many members feel some CMs at MS don't always live up to the member's expectations. I cannot recall ever having problems wit h CMs in MS. I have found them to be very helpful, efficient, friendly, etc. I usually mention to a supervisor when I have had a good experience !

 

[Mickmse2002]

I believe that "good service" or "bad service" is an amazingly subjective thing. I am in a service industry (police officer) and have frequently bent over backwards to be friendly and accommodating to the rudest human beings in the world only to have them complain later on. My only real concern when I contact a CM, CRO or any other customer service is whether or not my need is fulfilled, not whether or not it is the most pleasant experience. Now, if they are rude AND inept then I have a problem.......

I cannot honestly recall a bad experience with any Disney Cast Members.

 

[Cruelladeville]

I agree Mick, as another service person (I am a teacher) customer service is so very subjective. Sometimes you bend over backwards to be friendly, and then the person lodges a complaint against you for being unfriendly! I am a people person, but if you want the sappy type, go elsewhere. MS has always been efficient when I called, but once I was lectured--and I asked to speak to her supervisor, who straightened things out quickly and efficiently. She might have been having a bad day, and I think they are allowed that flexibility, but sometimes I need something handled without an attitude. You have to decide for yourself if it's OK to be walked on today. If it is, fine, otherwise, you take care of it, but it's most productive if you talk to the CM who gave you the problem in the first place.

 

[Eeyore2U]

Is it possible that some set the bar too high?

CMs should expect to spread the Disney magic in their encounters with guests. Yes, they should be efficient. But if they can't perform efficiently with a smile in their voice, they should go work for the motel down the street, and leave the job to those who care. Lousy (or even average) service, we can (and do) get anywhere. From Disney and DVC, we should expect pixiedust!

Is you definition of pixie dust the same as mine?

Do you smile 24/7? Do you know what happened on the previous call?

Do you want happy or do you want efficient/effective results with your transaction?

In reality, we all want it all. But as I stated before, a businesslike attitude with desired result is most important to me.

 

[Paul in CT]

I have never had a bad experience with Member Services. They have always been courteous and helpful.

 

[mkymouse1928]

Being a CSR in a call center myself I can certainly understand how MS reps can sometimes sound "cyborg" like. Sometimes no matter what you do you are wrong. Trying to take care of things quickly and efficiently can sometimes seem like you are trying to rush the caller when all you are trying to do is take care of business, especially on those really busy days when you know the next caller is going to be irritated because they had to hold. Sometimes the caller can come off with an attitude from the very beginning (not that anyone on these boards would do that) and it is very, very difficult to keep a smile in your voice and unfortunately that negative feeling can carry over into the next call. And they are human sometimes they just have a bad day. I love my job, and I'm good at what I do but I can honestly say that I don't always have a "smile" on when I answer the phone. There are too many variables. As long as MS takes care of my vacation needs in a professional manner, how personable they are doesn't really affect me.

 

[lsutigger2]

I've only had two occasions to call MS (to make reservations for our two trips) and both times the MS was friendly and courteous and make our reservations efficiently. No concerns here!

 

[Mai Ku Tiki]

Not sure when this became a debate...if it is it doesn't belong here.
But since I was quoted (and questioned), here's my last words on the topic:
1. No one was attacking ALL CMs. Some of us were just discussing that AT TIMES customer service is lacking.

2. Of course I don't smile 24/7. But as a public servant (I teach the children of the public), I sure do try to do my best every day. That's what I'm paid to do. I've even been known to (literally) sprinkle my high schoolers with pixiedust before a test to help them relax and try their best. Yes, I have bad days. Yes, I'm usually not appreciated. When any of that causes me to give up and become a cyborg teacher, I'll leave. Our kids deserve better.

3. For those satisfied with 'businesslike', that's is fine. But Disney company training manuals and employee literature are filled with words like 'magic' when referring to how guests should be treated. Mr. Disney envisioned nothing less. Too high a bar? For some it is. Disney was supposed to be different. That is one of the important things that sets it apart from any old amusement park.

4. I know I'm an old-fashioned dinosaur...looking at the big 5-0 next year and 30 years of WDW visits under my belt. But I still believe in the traditional Disney philosophy of guest service. When dealing with Disney is as magical as dealing with my insurance company, I'll pack it in, stay home, and watch videos of The (original) Mickey Mouse Club.
Thanks for letting me respond.....
I wish all of you MAGIC and PIXIEDUST !

 

[Eeyore2U]

Originally posted by Mai Ku Tiki
3. For those satisfied with 'businesslike', that's is fine. But Disney company training manuals and employee literature are filled with words like 'magic' when referring to how guests should be treated. Mr. Disney envisioned nothing less. Too high a bar? For some it is. Disney was supposed to be different. That is one of the important things that sets it apart from any old amusement park.


I wish all of you MAGIC and PIXIEDUST !

Since you used my term. Magic to you and magic to me and magic to others may be very different. To me, it's the CM who gets me the room I want, where I want and for the points I want to use. My expectation is different for an MS CM then it is for a character at the MK as it is for a server in Victoria and Albert's. You say Disney is different. I agree. They are the best at what they do. But each job has it's own criteria for magic and as I said before, it may not be the same as yours.

 

[Mai Ku Tiki]

In the end, the only standard of service that truly matters, is that which is expected by the company. Their training material and weekly reports are filled with those expectations. If the employee (or CM) is meeting that standard, they are performing their job satisfactorily. As long as Disney maintains high standards, all of us should be pleased MOST of the time!

And when we aren't, at least we can come here to these boards to share our experiences.

Isn't that what this is all about????