Just got back - disturbing theme....

[stazmatic]

I just returned from Disney myself, and experienced nothing but wonderful CM's!

Personally, I think its amazing the level of customer service these people give considering the fact that they are in a VERY tiring place day, after day, after day. Think about it this way: They are at work, watching many people play on vacation. That has to get old. Cut them a break.

Woud you have felt the same if you didn't encounter all wonderful CM's? Doesn't it make it easier to play on vacation when the CM's are keeping the magic alive for you?

 

[stazmatic]

Do you think Walt would agree with this statement?

That is the point everyone is missing!!!!!!!!!!

 

[luvthemouse71]

I agree with you 110%. What it comes down to is that American's are spoiled!!! I am a 30 yr old, who has worked for everything I have (my education, home, vehicle, ect) and I was raised very well by my folks to respect people, work hard and display manners in every instance. However, people in general are so rude it is unbelievable. I work in health care and many of the patients are just down right rude and demanding. I am here to help you so why would you talk to me like I am beneath you? I will never understand people that think that nastiness will get you further in life. You come in and try and talk to me like a piece of trash, you get to play the game of "wait a few hours until I care for the patients that really want/need help and then I will get to you". I just don't understand today's mentality. Everyone has bad days and I agree Disney is considered a higher standard of service, but wanting to have a CM fired over something as silly as a disagreement is perposterous (not intended for you OP- just saying). Now if they were using foul language and being more of a show than the one you went to see, then by all means- report away. Just my .02 cents.

As a fellow healthcare worker, I can pretty much guess that your employer would have something to say to you if you told your demanding pt off. It may not be right how some of them act, but you still have to take the high road. It can be very hard, trust me I know, but when you work with people you have to maintain professionalism.

I also don't think that many of us are saying that a rude CM should be fired outright. They should be reprimanded though and if it's a pattern of shoddy work, then you fire them. No one is forced to work for Disney so I don't buy the "poor downtrodden CM" either. The majority of the CMs are awesome. They have set a standard. If someone doesn't want to meet this standard, then they don't belong there.

I do agree that Americans are spoiled but not in the way you think. I think people have this idea that their employers are charities. But, most employers don't care that your dog died, your spouse is leaving you etc. Nor should they..if you are in a bad way emotionally, take a leave. Don't show up to work thinking the rest of the world has to bear your burden too.

Sounds very harsh, yes. But, no one is obligated to give you a job or to let you keep a job.

 

[TheDisneyGirl02]

first off - that's what you have breaks for - to get a coffee, go to the washroom and gab to your coworkers about your private/personal crap. you are NOT being paid to stand at your counter, in the middle of the isles, and discuss your life you ARE being paid to do your job.

I work retail (The Disney Store actually) and there are times that I do talk to my fellow CMs on stage, but that doesn't change how I treat the guests. If there is a guest who needs help, I am more than happy to help them. Usually if I am talking to a CM, it is while I am doing something else, like folding the piles of shirts left on the t-shirt table. (I LOVE folding, so it's just fun for me to do it.) That is also part of my job, making sure the store looks as good as it can while there are guests still in the store shopping for merchandise.

However, if I am not assigned to a register, regardless of how long that line is, unless my manager tells me to go onto the register, I can't. There's nothing I can do about it.

when have we become a nation of must pat people on the back for doing their job?? you want a pat on the back do more then your job don't tell me that's not your department. walk me over to where the thing is i'm asking about, find someone to help me, get on the phone and find out the answer to my question don't just say i don't know try over there.

I know at the Disney Store, we were trained that if a guest asks us for something that isn't in our department, to call to another CM or manager who is in that area to help the guest out. If I'm assigned to be in the front of the store, that is where I need to stay regardless of what you need. I will get somebody to help you, but I can't leave my designated area.

Just to play the devil's advocate, if I am spending all of my time helping you with your request by either walking you from area to area or calling somebody on the phone to get the answer for you, how am I able to provide customer service to everybody else in the store?

Do you think Walt would agree with this statement?

OK...here are my thoughts on this matter.

I have been a CM for 10 years at both The Disney Stores and at Walt Disney World. Do I agree that Walt would like everything that goes on at the parks or in the company? No. However at the same time, I don't think that Walt would like how his CMs are being treated at times by the guests.

I can think of one time when I was working at WDW that I was verbally abused by two guests. I was working with Goofy at the Barnstormer and because the afternoon heat was getting worse, my coordinator came and told me that Goofy needed to grab a drink of water and check on Max. So I immediately started informing the guests of what I had just learned. I don't know if these guests weren't paying attention or what, but when I said that Goofy would be back in five minutes, they went crazy on me. They literally backed me up against the fence and were screaming in my face about how I never said anything or gave them any warning, both of which were not true. By this point, Goofy was just standing there not knowing what to do and my friend who was a CM came over and got Goofy and took him backstage to see Max while these guests continued to berate me. After about a minute or so of them screaming in my face, an older gentleman who obviously had seen the entire episode told them to 'knock it off' and they finally did. With the way they acted, I was afraid to head backstage the normal way and actually went out of my way to stay away from them.

I'm sure they were mad at me and thought I was a bad CM who wasn't doing my job. However, I did exactly what I was trained to do. Did those people like it? No, but I did nothing wrong. Do I think Walt would have been upset with how they were treating his CM? Absolutely.

 

[MouseketeerOvaHere]

As a fellow healthcare worker, I can pretty much guess that your employer would have something to say to you if you told your demanding pt off. It may not be right how some of them act, but you still have to take the high road. It can be very hard, trust me I know, but when you work with people you have to maintain professionalism.

I do agree that Americans are spoiled but not in the way you think. I think people have this idea that their employers are charities. But, most employers don't care that your dog died, your spouse is leaving you etc. Nor should they..if you are in a bad way emotionally, take a leave. Don't show up to work thinking the rest of the world has to bear your burden too.

Sounds very harsh, yes. But, no one is obligated to give you a job or to let you keep a job.

I don't know about your facility but mine stands behind their employees. No, of course, I can't tell a patient off but I am also not going to stand there and be verbally assaulted for no reason and my employer doesn't think I should either. When a obnoxious patient gets out of line and there is no calming them down, they are left to simmer down until they are ready to be cooperative. I'm not talking about outright ill patients nor am I talking about the majority but when we do encounter these types we have a set policy and protocol for dealing with them. We can't have chaos in a busy emergency room. Your right, my employer wants everyone to leave their issues at the door and do the job they are there to do (which is how it should be), but in no way are we to allow ourselves to become victim of someone else's problems, therefore becoming that person's punching bag. I am greatful for my job and know that I am replacable in a heartbeat, but unlike your employer (evidently) mine cares about the employees mental health and therefore offers services to aid in dealing with life changing issues. Afterall, retaining quality employees is more financially stable than replacing them. Anyways, the point is, everyone has issues/problem so to sit here and argue over whether or not your idea of how service should be or mine doesn't really matter. You could list reasons, I could list examples but we still won't see eye to eye. Everyone needs to treat everyone with respect and be a little more patient these days. Everyone is so uptight. Slow down and chill out every once in a while and your life will be so much more content.

 

[Modeltrf]

My family, 4 children and DW, and I spent over three weeks at Disney this past April. While at Disney most of the services were adequately delivered.

What do I mean by adequately delivered? The CM did their job in such a way that I took no note of how they treated me and/or how they did their job. That is acceptable to me.

I did have a couple of outstanding experiences in April that motivated me to express my gratitude to those in a leadership position. On one of the occasions I was asked if I would write it down which I happily did!

I also had two negative experiences which did affect me more than I wish it would have. I chose not to report either one to customer service as it doesn't make me feel better to get someone in trouble. I certainly would have preferred not to have experienced less than the customary Disney magic. But I am not going to ruin my vacation by going over and over the matter. I am in control of my vacation and I will not let the behavior of anyone take that control away. For the record, I am an administer so I have no problems with someone getting into trouble by how they did their job. I simply don’t want to feel responsible for that person’s welfare while I’m on vacation.

My family goes to Florida at least once a year. Each Florida trip usually includes some time at the mouse house. My DW and I have been doing this for over 20 years. I state this because I have grown accustom to the consistently adequate services. The services over the years have not gotten worse or better.

Overall I have come to expect more from Disney than I expect from the general public. Those expectations are usually met. Occasionally those expectations are exceeded. Occasionally they are not met. When they aren't met they stand in stark contrast and they hurt a little more. Either way it’s my vacation and it remains my choice to dwell on the positive not the negative.

 

[luvthemouse71]

I don't know about your facility but mine stands behind their employees. No, of course, I can't tell a patient off but I am also not going to stand there and be verbally assaulted for no reason and my employer doesn't think I should either. When a obnoxious patient gets out of line and there is no calming them down, they are left to simmer down until they are ready to be cooperative. I'm not talking about outright ill patients nor am I talking about the majority but when we do encounter these types we have a set policy and protocol for dealing with them. We can't have chaos in a busy emergency room. Your right, my employer wants everyone to leave their issues at the door and do the job they are there to do (which is how it should be), but in no way are we to allow ourselves to become victim of someone else's problems, therefore becoming that person's punching bag. I am greatful for my job and know that I am replacable in a heartbeat, but unlike your employer (evidently) mine cares about the employees mental health and therefore offers services to aid in dealing with life changing issues. Afterall, retaining quality employees is more financially stable than replacing them. Anyways, the point is, everyone has issues/problem so to sit here and argue over whether or not your idea of how service should be or mine doesn't really matter. You could list reasons, I could list examples but we still won't see eye to eye. Everyone needs to treat everyone with respect and be a little more patient these days. Everyone is so uptight. Slow down and chill out every once in a while and your life will be so much more content.

My employer stands behind its employees in cases of assault..we're union too so that helps. But seriously, if a patient gets demanding, that is NOT the same thing as being beaten up.

We also have employee assistance but that's for real problems..we've had people need to seek treatment for substance abuse, for example. But, these people are still not allowed to bring these issues to work. If one of them were to start freaking out dealing with the public, they would not be allowed to work.

I recently had a temporary illness that would have affected me on the job. If I had tried to work, I would have been fatigued(also had vision problems in my right eye) and that would end up making more work for everyone. My point is, if you are in such a bad way that you can't refrain from taking out your stress on others, stay the heck home. I still say go ahead and get nasty with a patient(barring being physically threatened) and you will face consequences from your facility. In some cases, the licensing board gets called..saw it happen in 2 different facilities. Not saying it should, but it does.

Part of being an adult is realizing there is a time and a place for things.

Getting off topic here..I agree with the person who said that part of the problem is everyone wants a pat on the back for showing up to work. I know the CMs don't get paid much..but they choose to work there.

We don't have to have the same opinion. Some people choose not to say anything when they get poor service..I am not one of them. There's a way to do it calmly..usually you get the best results when you stay calm anyway, and just keep going up the chain until you get someone willing to help.

 

[jimmiej]

OK...here are my thoughts on this matter.

I have been a CM for 10 years at both The Disney Stores and at Walt Disney World. Do I agree that Walt would like everything that goes on at the parks or in the company? No. However at the same time, I don't think that Walt would like how his CMs are being treated at times by the guests.

That's really apples & oranges. Disney can't do much about rude guests without alienating them, and since they're in the business of making money, they try to make the guests happy whenever reasonably possible.

On the other hand, Disney can (and obviously does) train their CMs to provide over the top customer service. Anything less might be OK at Wal-Mart, but not at Disney.

 

[declansdad]

In this economy, with so many people out of work, I think people still with jobs could be nervous and/or tense. It could be hard for even Cast Members to see people who can still afford to travel to Disney World. Cut them a break.

Why should a customer cut them a break. They are paid to provide good customer service; if they don't like their job or are unable to provide the service, they should find another job.

 

[declansdad]

Perhaps Disney is not training their CMs as well not to yell/argue in front of customers, especially children?

Is this something you really should need to train people in??

 

[declansdad]

It's impossible to give good customer service when you are the only person in a department working a certain shift, or if the company you work for gets rid of a bunch of employees and deosn't replace them. I think people in the US have got to rethink what customer service means. Live with the fact that you are not going to be waited on hand and foot like people did in the 1950's. Times change.

No it's not. You are still able to serve your customers in the same way you always would. There may not be as many people to help but you can still perform the tasks. There is a big difference between doing what you are suppose to do and providing poor service because you don't have any help.

 

[declansdad]

Just to play the devil's advocate, if I am spending all of my time helping you with your request by either walking you from area to area or calling somebody on the phone to get the answer for you, how am I able to provide customer service to everybody else in the store?

You can only provide service to 1 customer at a time. If you are doing that, you are doing your job.

 

[mitros]

Why should a customer cut them a break. They are paid to provide good customer service; if they don't like their job or are unable to provide the service, they should find another job.

Keep in mind, a lot of guests can be a real pain in the a**. I have seen guests treat CMs like garbage. There is no reason for that, I don't care how much you spend on a vacation at WDW.

 

[PatriciaH]

We were parking at DD Saturday night and two Cast Member's were in a golf cart. A large truck cut them off and the CM driving the golf cart YELLED "double yellow lines a**hole!" We all were like OMG did that just happen!? The truck was driving like a nut trying to park but still!!!

 

[AmberHeartsDisney]

I mean this can go both ways, if people are that unhappy about there working environment then they should find new jobs. I think the more you like your job the happier you are anyways. But it really depends on the person. I worked at Wal-Mart for three years and after a while you get tired of dealing with people screaming at you. So i quit. So people might not have that quitting option which i do understand but customer service is a hard job.

Example:
Try telling a family 10 days before Christmas all there lay awayed Christmas gifts are gone, see how that goes. I said that to sooooooo many people the 3 years i was there at Wal-mart.I had people call me every name in the book working at that store. Also price adjustments. You know how hard it is to keep a store with 949498388 items in order??? I also had to deal with people putting items down and people wanting that lower price for the item.Yes them people had every right to be mad the situation but not at me directly. I'd be mad too if i was them.

Point is some people well always expect more then they really should get. I think some people just expect so much sometimes.

 

[DrDeb]

everyone has a point here, but i still want WDW to be the happiest place on earth ESPECIALLY in this economy... SO customers need respect AS DO CM's.....

 

[TheDisneyGirl02]

That's really apples & oranges. Disney can't do much about rude guests without alienating them, and since they're in the business of making money, they try to make the guests happy whenever reasonably possible.

On the other hand, Disney can (and obviously does) train their CMs to provide over the top customer service. Anything less might be OK at Wal-Mart, but not at Disney.

You can provide over the top customer service and still have guests complain about you. A couple of years ago it was a couple of days after Halloween. The Disney Stores have a strict policy (at least we have in the past) regarding returning Halloween costumes after Halloween - it's a no-no. Obviously people try to return costumes that have been worn which was the reason this policy was put into place. It was a Friday night and this guest comes in to return a costume. My manager explains to her that can't return the item since it is past Halloween. This guest demands to speak to the district manager immediately. Although we are the home store for our DM, she wasn't there at the time. This woman stood there and berated my manager over something that wasn't even her fault. If I had been in the store alone with this manager (there were other CMs working at the time) I would have called security. It was horrible.

Even though they are a Disney CM doesn't mean that the guest has the right to degrade them.

We were parking at DD Saturday night and two Cast Member's were in a golf cart. A large truck cut them off and the CM driving the golf cart YELLED "double yellow lines a**hole!" We all were like OMG did that just happen!? The truck was driving like a nut trying to park but still!!!

It's a human response, CM or not. Would I have said it, no but that is because I don't curse. A CM should not curse in front of guests, but given the circumstances (almost being hit by a truck) I think I would have given them the benefit of the doubt.

 

[Texas Rob]

I have to agree with the consensus that I have seen more great behavior on the part of CM than any poor behavior. In fact, the one time I remember rude behavior it was followed by a quick apology and reconciliation (I believe this happened because I was still cordial even though they were not).

Simply, you catch more bees with honey rule does still apply in life.

I always give people the benefit of the doubt in public service jobs cause customers are sometimes plain rude or dumb in their behavior. Even still, if I see something out of line I don't hesitate to voice my opinion or ask a question of a manager in a cordial and kind way.

 

[Belle102498]

Why should a customer cut them a break. They are paid to provide good customer service; if they don't like their job or are unable to provide the service, they should find another job.

We should cut them a break because it is EXTREMELY difficult to deal with the public in general. Not to mention the fact that the CM's aren't really being paid...at least not any significant pay. And I am sure that many CM's don't get any understanding from people. Yes, Disney is held to a higher standard, so they should PAY their people to affect that standard.

And maybe they can't quit, or find another job due to personal reasons. Anybody can have a bad day, and adding insult to injury won't get you better customer service. Haven't you ever heard the saying "you catch more flies with honey than vinegar? Maybe we should give a little magic rather than just expect the CM's to give it to us. Just a few thoughts.

 

[StlBelievinNTheMagic]

With all due respect, no way will I cut them a break! I expect great customer service at WDW. If people didn't travel to WDW, they wouldn't have a job at all. Those whose jobs are shaky should be grateful they have a job & do the best they can.

Thankfully, we've rarely experienced poor customer service at WDW.

i agree a million percent! they are there to do their jobs. when I go anywhere, especially WDW I expect great customer service. It is their job. Despite what is happening elsewhere in the economy, they still have their jobs and as far as I'm concerned are still responsible for doing them. I understand people have bad days, but when you are working somewhere like WDW where millions of people visit and spend a lot of money, there needs to be some respect for the visitors as well.