Wow, my views on some of this. Don't take it too seriously but this thread left me a bit taken back!
But let's be realistic--venting is human nature. We have all had occasion to vent regarding a client/customer/patient who caused us some frustration. Or if outside of the workplace, perhaps it was a family member/teacher/neighbor.
I don't think venting one's frustrations reveals a character flaw. (If it does we're living in a VERY flawed society.) The CM wasn't the first person who attempted to talk about you behind your back and she won't be the last. Whether you overheard the comments or not, chances are your waitress at dinner last night thought you were too demanding, your neighbor doesn't like the way you cut your grass, one of your employees didn't agree with his performance review and your mother thinks you go to Disney too much.
WOW, This why we DO live in a VERY flawed society. As if doing your job is a reason to justify complaing about your job at your desk. I do a job every day and when I want to complaim about it I do it at home. If you hate your boss you certainly wouldn't "blow off steam" when he is in the office and complain about him. The responses of "I work in CS so I can understand" is just crazy. You SHOULDN"T work in CS if you can't be patient and have a "I'm here to help you attitude". I was always floored by the CS agents I worked with who had this "your making my job harder by asking me to do my job" attitude. I would Fire this CM immediately. Not acceptable, just like it is not acceptable to mess up other attributes of your job. If your an accountant you cant book your debits and credit backwards all the time and keep a job. A customer service rep should be good at customer service and not complain while they are at their desk so others can hear (customer included). People are not entitled to vent at will. This is a business. Disney especially should not have a CM like this.
Obviously this assumes you're serious about having the reservation, if not, I'd agree BOTH would be inappropriate. In this case IF calling to check is appropriate (often it's not), then book it. Just holding on a whim is legal but not ideal. People should think about what they do.
As to the complaining, I can guarantee you that every singled CM including all the supervisors that worked for more than a day or two has done it at least once. That is a reality of life.
Again, reality of life is what we let people get away with. Do people have to complain and vent, absolutely they just don't get the right to do at their desk. Break rooms, fine but absolutely not at your desk around other workers. You know some of us do appreciate our jobs and do have a helpful attitude and don't need whining people complaining about their JOBS.
Hi. We are new members, and I must say that I am completely confused by this post!
Why on earth would I not be able to call and check availability on a resort? There is no way I would make my airline res. first and just hope that something is available! The airline is gonna charge me to change my flight!
As for the cm complaining, I understand that people do this all the time...IF the op had given her REASON!!! If simply calling to check availability is too much to ask, then I think I may have made a mistake when I signed up for this.
Before we became
DVC members, I would call with several possible dates to get prices and check availability, and we would make our decision based on the comparison of those numbers. I never encountered a grumpy cm who was unwilling to do this for me, even if it was a pain in the butt for them to do it.
I agree just bought recently and very disturbed by this post. Not check on availability?? You got to be kidding me. What the heck did I buy this for. IF I knew exactly what traveling days I have every stinking year I would have bought a different timeshare. I certainly will not think twice about checking on availabilty before I book. It's not like Disney makes it easy for you if you need to bank and borrow, to cancel a reservation. Wow this amazes me and then these same people are probably the ones renting out all their points and calling to check on availability for complete strangers being irratated that the phones are a bit tied up.... and I am going to feel bad about calling for my family plans. Ummm NO!
For clarity, I was only checking one set of dates. I was interested in a 2 bedroom anywhere available. There was nothing available. Which was fine. I was going to talk to the hubby today about other options to check on. We like to work together to plan these things esp. with his work schedule. I cannot just pick a week and be fine with that.
You did ABSOLUTELY nothing wrong. I am flat out amazed at the responses. By the way the comment that you are venting just like that CM, is just dumb. OP You did the right thing (foreign concept in this country) and reported this. Someone who can't control her tongue two seconds after she is off the phone should not be in Customer service. Again, certainly not Disney Customer Service. I swear the work force in this country is going down the toilet! If most of you think this is ok then you don't really expect much from people in the workforce.
I dont care if you were asking for availability for 2 BR, 1 BR and studios all at the same time. Our membership allows this. You were not breaking any rules and that is the MS job! If it is a problem, DVC will change the rules as they are prone to do recently. You were not being unreasonable in any way so I am also confused by some posts stating it is understandable for MS to get frustrated, implying the MS CM was justified because you were making too many requests. I work in an industry that my staff, among other more skilled components of their job, have a major customer service component. We all have our bad days but you can't have them in front of the customer. If this was recorded, ,I would probably fire my employee. It was unprofessional to get caught like that. I suppose because of the image Disney (and DVC) likes to keep, I expect better customer service than I do from other products and services I consume. I am just glad that this seems to be an exception rather then the rule and I am glad that the OP called to report it. JMHO among the many members here!
Right on!!
I think you are over-reacting a bit...Have you ever dealt with the public as a whole? While you may have been nice to this person, the person PRIOR to you may have been a jerk, and, unfortunately, you caught the CM at a bad time....What they said was NOT meant for you to hear. Have you ever vented out of ear shot of someone? Say anything inappropriate under your breath about someone, a co-worker, family member, boss? Something you did not want them to hear?
I love this post. Again, It is ok to talk bad about people and insult the customer(either knowing or not) that is asking you a question that pays for the DVC business for which you work. Please... Plenty of people have "worked in the public" and dont act like complaining idiots. It is only people attitudes like this that makes everyone feel they have a right to do this. I would bet a large majority of customers are nice and appreciative of a CS reps help. I know I am. And I totally have had the type of CM the OP is talking about. No personality, no kindness in their voices. So what if they had a bad caller before you. They need to check that attitude. Then next caller didnt' do anything to earn an attitude. It is called customer service for a reason.
First when I call for just availablity say that immediately - then no hard feeling when don't book. mostly they are disappointed because no reservations means they don't get a commission (this to me is a bad system - want it back like it was - when they got paid no matter what we wanted)
Oh please tell me this isn't true. They get paid commission to book our trip?? What?
I have to agree also. While I too would be upset, if I was calling for something "annoying", I would understand. While its something you have to do, the CM was probably having a bad day and just sick of checking availability.
Sorry!
Ummmm It's her job!
The OP just said that she was checking for a 2 bedroom *anywhere* for a certain time period. There was nothing. How *could* she book?????
OP, I think this should be taken seriously by them. I'm not saying that call center people don't talk about their customers...gosh, I worked at amazon.com and I still have some terrific stories about things I dealt with!
But you DO NOT talk about it right there at your desk. Why? Because *other people are on the phones around you*, and your voice can be heard by OTHER customers. That moment of the CM complaining was heard by you, and that was a fluke, but it was probably also heard by other customers on other phone lines. So the one moment has probably been compounded.
It's not OK to talk about your customers while at your desk. That's for break rooms, walks around the outside of the building, and at home, not for at your desk.
TO OP you have every right to be ticked and offended, thank you for doing the right thing and complaining. Its funny most people say "complain about the beds, the dirty counters, the long wait to get a room," but we are supposed to just cut someone slack when they are rude and dissrespectful and on top of that stupid because she wasn't sure her call was disconnected. I mean don't we pay for their salaries?? (not sure if we do, but if we do then I think we have some "right" to vent if they are rude and unhelpful since we have a monetary vested interest in the poor quality of service. (when appropriate)
Sorry for the long post and VENT
). "Quiet, dear. It's time for your medication." 
