Love Member Services!!

[Wislodgers]

I called yesterday to find out if we could switch our Feb ressie from a dedicated to a lock-off 2 br. There was a change in the family that was traveling with us, and a dedicated would just not work. MS put me on a waitlist. Well I got very nervous last night thinking about if it did not come through, and we would be sharing a room with the other family. It would be very uncomfortable. Well, I called MS this morning to see if we could possibly rebook with a seperate 1br for us and a studio for the other family. This would have been more points, but I would have done it to be guaranteed our own room. The CM I spoke with said that my waitlist had not come through, but before I tried rebooking, did I mind giving her a few minutes to see if she could find anything? Of course I did not mind so I waited, and waited and waited.......It took almost 20 minutes with her coming on line once to tell me she had not forgot me. She said she was trying to work some magic. Well she did it. She confirmed us for a 2 br lock-off and even was able to cancel the studio portion for the first night, the other family is arriving a day after us. She actually saved us points!!!!! I can't believe it! Does anyone know who I can contact so she gets recognized for going above and beyond? She was so helpful and pleasant, and I really did not expect her to be able to do it! I have her name, I just want her to be recognized!

 

[RobDoc]

You can certainly send an email to members@disneyvacationclub.com with praise for a particular CM.

On the occasions I've had a CM go well beyond usual and customary in offering service I've just asked them to please let me speak with their supervisor. The supervisors are pretty good about taking time to accept praise (just as they are about criticism). They will also document that info in the CM's file.

I'm glad you had exceptional service and are eager to praise the CM. That is often more important than the complaints we feel the need to share so often.

Enjoy!

 

[Wislodgers]

Thank-you for the email Doc! When I phone MS yesterday, I was told that there was no availablility for lock-offs and they could put me on a waitlist. Which was fine, I did not expect anything else. So when I phone today and recieved the service I did, I was very impressed. By the way, as I was waiting on the phone thinking there was no way of getting the lock-off, I had already decided I wanted her name, so I could let a supervisor know the level of service. When she actually came through with the room, WOW!

 

[JudithM]

I like reading positive comments! Thanks for sharing your happy experience. As Doc mentioned you can email MS & include as many details - date, time, names, etc. Or contact Jackie Lueders. She is the Member Satisfaction Manager & I suspect she would like to hear some positive comments, too! You can call 800-800-9800 or contact her at the same email Doc posted & include a subject line ATTN: JACKIE LUEDERS.

 

[Bill & Deb]

We are so thankfull for all the consistant help member service has provided. They have called the resort on short notice and put togather nice trips. In the phone surveys our input is we would rather book by talking to a person then E mail or internet.

 

[Scoootch]

I am so happy to hear that you had such a wonderful experience with MS's!!

I read a post the other day from allicat who had such an awful experience with a rude CM that their treatmeant actually got me so steamed I had to vent my own 2 cents about it. For the most part I've had very good experiences with the CM's I've encountered and it really disheartened me that allicat had been treated so rudely.

So thank you very much for posting such a wonderful experience with the CM's as I agree with WebmasterDoc that Praise is just as important as the complaints. I'm sure that there are many CM's out there that go above and beyond and deserve praise for working their magic. It's so refreshing to hear praise rather than complaints.

 

[Paula H]

I'm so happy to see you had a positive experience - I'm calling tomorrow to make a reservation change from a dedicated to a lock off, and I can only hope I am as successful as you!

 

[sitchu2]

More often than not the CM s at MS are extremely helpful. One that comes to my mind is a lady named Courtney that has helped me out more than once.

That is the kind of treatment expected from all CMs at Disney anything, thats what gives you that special feeling.

Im happy for you your trip plans worked out!!

 

[JimC]

A short handwriiten note sent to the manager of member services at DVC in Celebration Florida would be a very appropriate way to express your appreciation. It is so rare today for people to take the time to handwrite correspondence. I feel that the extra effort is warranted when offering appreciation.

You can also write to:

Jackie Lueders
Member Satisfaction Manager
DVC
200 Celebration Place
Celebration, FL 34747