LIve from CSR...first a fiasco, but now I don't want to go!!!

[wildernesslodgelover]

From what I gathered, I don't think she called anyone an idiot to their faces...just here.

I agree, I do not like the mentality of "I am not getting what I want so I am going to make everyone behind me in line suffer until I do" but I can also see where she felt desperate.

I have seen a lot of people get worked up on these boards over trivial things, and I have thought to myself "get a life, folks," but her complaints seem valid.

To the OP-I am so glad your vacation turned around for you. Sounds like an excellent time!

 

[freediverdude]

Yes, except that the second you step aside and let someone else step up to the desk beside you, they can then start ignoring you. I've had a front desk person actually call and wave the next person up to the desk when we weren't finished with our conversation yet, just to be nasty, when I was presented with a choice of rooms and was taking a second to make a decision. It was very condescending. This was not at CSR, but it could happen anywhere, and yes it was at a Disney resort. CarolA was correct in asking for a manager and not stepping aside, as long as she didn't scream and yell, which I don't personally believe that she did. This should not hold anybody up, as a manager should come right out and take her aside to another desk to resolve the problem (at least that's what SHOULD happen).

Now all that being said, I've had a couple of bad stays at CSR, and probably won't go back, but everybody has different experiences at different resorts which make up their minds. My cases were a front desk castmember who made a comment about my credit card limit, which was unprofessional, ice cold quiet pool on both stays (once during 90 degree heat of summer, they were pumping what had to be chilled water into the pool, colder than the groundwater that time of year), one stay I got double-charged for some room key charges and had to have that resolved with their accounting office, and also one stay had a housekeeper who actually called me on the phone to find out when I was leaving and reminding me when the check out time was (the call was at 10am and check out is at 11am)- and then standing right outside my door with her cart until I left (clearly not cleaning any other rooms or doing anything else, just loitering outside my door). I made sure to wait and leave at 10:59 that morning. So I hope some people understand that I probably won't be going back to that resort, but I know other people have different experiences.

 

[robinb]

I work for Visa so I have had my share of idiot customers in my time and the nicer you are to them the more idiotic they feel after you resolve the issue that they yell and scream about for an hour when all they needed to do was ask about it and have the problem corrected promptly LOL.

This is OT, but I hope never to get you if I call Visa. I am usually polite, but sometimes I am very angry when I call. Believe me, I would not feel "idiotic" if that kind of passive-agressive game was played with me. That is not Customer Service. That is a power game.

 

[cxcelica]

This is OT, but I hope never to get you if I call Visa. I am usually polite, but sometimes I am very angry when I call. Believe me, I would not feel "idiotic" if that kind of passive-agressive game was played with me. That is not Customer Service. That is a power game.

I think you are misunderstanding the post. I think she meant that she would not stoop down to their level and be nasty back. Just remain polite and courteous even if the customer is becoming very angry. I don't think that it is a power game. I am sure that working in customer service you will find people who call up angry and looking to argue when the problem can reasonably be fixed without all the "attitude" and fighting.

 

[robinb]

I think you are misunderstanding the post. I think she meant that she would not stoop down to their level and be nasty back. Just remain polite and courteous even if the customer is becoming very angry. I don't think that it is a power game. I am sure that working in customer service you will find people who call up angry and looking to argue when the problem can reasonably be fixed without all the "attitude" and fighting.

Maybe you're right. I read it that she would let the person go on and on without helping them to "teach them a lesson" when she could have and would have helped them right away if they had been nicer. If that's not true, then I will stand corrected.

 

[Lilolvr]

My biggest issue is not what happened. I believe anything can happen at any resort but remember we are only hearing one side of the story on the boards. The CM's don't have the chance to state their side of the story.

I also didn't care for the term idiots, in person or on the boards.

 

[RickinNYC]

This is OT, but I hope never to get you if I call Visa. I am usually polite, but sometimes I am very angry when I call. Believe me, I would not feel "idiotic" if that kind of passive-agressive game was played with me. That is not Customer Service. That is a power game.

Robin, that was exactly what I was thinking. Definitely a power game and very very passive aggressive.

Now, in terms of those attacking Carol, it comes as no surprise. Someone states their opinion about a particular WDW resort, and then they get attacked with condescension and LOL'ing at ones posts. "I don't mean to LOL at you". Uh, yeah you did. You just did it for 60,000+ plus readers to see! LOL! And yeah, I LOL'ed at ya on purpose. So sue me.

Geez folks, get a grip. Someone thinks that the cast members at the CSR front desk are incompetent. BOO HISS! Someone thinks the CSR mousekeepers are pushy. The HORROR! The resort is too huge. It's too spread out. Not good enough bus service. The food court thingie is way overpriced. Maya Grill is blah. The theming is meh. Not family oriented enough. Yadda yadda yadda.

WHO CARES? Why are you so defensive? It's a resort built by a massive corporation, not a living creature you just gave birth to for crying out loud. There are a whole host of other things to get all twisted up about. Someone not liking your favorite resort is not one them.

And if you ask me, CSR is perfectly adequate with adequate service. I do think the food court thing sucks big time. Mall quality food, with restaurant quality prices. Maya Grill is fine but nothing I'd go out of my way for. The overall feel of CSR is way way way too conventiony. We only stay there if we can't get a room at another POR or POFQ.

That's my opinion. So sue me.

Bring on the flames baby!

 

[robinb]

I do think the food court thing sucks big time. Mall quality food, with restaurant quality prices. Maya Grill is fine but nothing I'd go out of my way for.

And I love the food court, LOL. Opps. Sorry .

Eveyone has a different opinion and experience. I love CSR, but I won't stay at All Star Music because I can't stand the wall paper and the music theme doesn't do it for me. Carol is a respected member of our communiity and if had bad experience at CSR I believe her. She is not the kvetching type.

 

[NMAmy]

WHO CARES? Why are you so defensive? It's a resort built by a massive corporation, not a living creature you just gave birth to for crying out loud. There are a whole host of other things to get all twisted up about. Someone not liking your favorite resort is not one them.

Oh, Rick, what an analogy. Not like my usual comeback, "If you like CSR so much, why don't you marry it?" You have a way with words, my friend.

And to all those attacking CarolA--put yourself in her shoes. Would you really be all sweetness and light if a front desk CM suggested that you should just put up with a room with no ELECTRICITY? Heavens, with the prices we pay at Disney, unless I'm staying at the campground, I definitely expect electricity at the VERY least. And, I wouldn't have moved aside and been ignored at the front desk, either. We're not talking about a "musty odor" or something vague. This is a room without basic necesseties.

 

[RickinNYC]

And I love the food court, LOL. Opps. Sorry .

Eveyone has a different opinion and experience. I love CSR, but I won't stay at All Star Music because I can't stand the wall paper and the music theme doesn't do it for me. Carol is a respected member of our communiity and if had bad experience at CSR I believe her. She is not the kvetching type.

Amen sistah! LOL!

Since you brought it up, I think we all should just talk trash about the value resorts.

 

[ElleBelle]

WHO CARES? Why are you so defensive? It's a resort built by a massive corporation, not a living creature you just gave birth to for crying out loud. There are a whole host of other things to get all twisted up about. Someone not liking your favorite resort is not one them.

You took the words right out of my mouth! Get a grip, people. Don't get your panties in a knot. No flames from me, RickinNYC!

 

[DisOrBust]

AMEN!! RICK!!

CarolA has been on these boards for a LONG time and her experience is not "minor" problem. She did not make those people wait in line THE CMs did by not addressing the issue. If you get out of line you are lost. Been there done that at AKL!!

 

[wallyb]

I think the ambience at CSR is great.

Hows' about everyone taking that bug out of your butts.

 

[Buzz2001]

That's my opinion. So sue me.

Everyone is has an opinion, you know the saying...

 

[Buzz2001]

AMEN!! RICK!!

CarolA has been on these boards for a LONG time and her experience is not "minor" problem. She did not make those people wait in line THE CMs did by not addressing the issue. If you get out of line you are lost. Been there done that at AKL!!

It doesn't matter if you've been on the boards a long time or not, why call the CM's idiots when they can't tell their side of the story. I've been here for a long time too but I don't feel the need to belittle anyone. But I guess if you have to do that to make yourself feel better, go for it.

 

[F4disneyfan]

Maybe you're right. I read it that she would let the person go on and on without helping them to "teach them a lesson" when she could have and would have helped them right away if they had been nicer. If that's not true, then I will stand corrected.

Actually you did misunderstand the post I don't just let them yell and scream for the fun of hearing them yell and make jokes about them sometimes people just yell for dumb reasons. If that person would stop for a second so I could speak to them the issue would be fixed toute sweet but many people won't ever let you get a word in edgewise and all you can do is let them yell. No matter how polite you are to them in trying to get to the root of the problem usually something very simple and easily resolved but you don't get teh chance. Also in this line of wrk I know the CX isn't yelling at me because I myself have done something but they apparently needed somone to yell at because of whatever reason it may be. So I just listen politley and let them yell. No whad they called up and asked for some help with the issue rather than yelling it would have likely been a 2 minute call and the problem resolved quicly but sometimes customers just don't get that. As a CSR all you can do is try your best to accomodate the CX and if they want to yell let them yell but you still need to be courtious regardless of the situation. BTW I am not a female LOL.

 

[cxcelica]

It doesn't matter if you've been on the boards a long time or not, why call the CM's idiots when they can't tell their side of the story. I've been here for a long time too but I don't feel the need to belittle anyone. But I guess if you have to do that to make yourself feel better, go for it.

Well put!!! That's one of the things about the internet you can say what you want about people and often they cant respond, and you can say things that you would not say to that person if they were in front of you...I don't think CarolA is, but there is nothing worse than a Internet Tough Guy

 

[Sleeping Becca]

I think the ambience at CSR is great.

Hows' about everyone taking that bug out of your butts.

I'm sure the ambience is great at CSR, but the ambience in a room with no power (which includes air conditioning) when it is 90 degrees outside can't be too pleasant, esp since said room probably cost at least $160.

So yeah I'm thinking the bug in my butt would be quite large, and I would be quite cranky untill the bug was removed!

Carol has a seriously valid complaint! It is her right to vent!

We've all had bad experiences at places that some people love. Just because someone else is in love with a place, doesn't mean that you are unjustified in disliking it!

I mean, some people really like Panchos Mexican Buffet, and some people really like SPAM! That doesn't mean it's any less disgusting for me!

My 2 cents!

 

[robinb]

F4disneyFan, sorry about your gender. It's had to tell sometimes. Your explaination makes more sense and I guess I was wrong. You're not passive-agressive, LOL.

 

[Quinn222]

So I just listen politley and let them yell. No whad they called up and asked for some help with the issue rather than yelling it would have likely been a 2 minute call and the problem resolved quicly but sometimes customers just don't get that.

That is so true. I work in Customer support and when they start screaming at me I just tune them out until they wind down and then the problem is usually solved in a couple of minutes. The screaming achieves nothing but I guess it makes them feel better.