MS didn't know what IllumiNations was?!?

[lenshanem]

I forgot to post this, but the thread about an odd BWV view request on a confirmation made me think of it again...

I called Monday to book spring break at BCV. I asked if they could please put down for an IllumiNations view. They asked me to repeat it three times and she finally told me she didn't know what I was talking about. So I said fireworks view. Nope, she still didn't know what I was talking about. Finally, I asked for an Epcot view and left it at that. I'm hoping we can switch to SSR anyway. It just surprised me someone working for MS could have never have heard of IllumiNations or think that fireworks might possibly be able to be seen while at a WDW resort.

Weird...

 

[Sammie]

I think the thing to remember is to us Disney World is our favorite vacation destination. To those that work there it's work. My friends never go to the parks when they have time off, by then they are sick of it. Hard to believe I know for us, but true.

Many never go unless they have friends in from out of town.

 

[DebbieB]

I remember one time I was in the candy shop on Main Street at MK. There were 2 young cm's standing by the door. A guest came in and asked how to get to Small World. They looked at each other, neither knew! You would think part of their initial training would be the basics of where things are.

I would be careful of requesting "fireworks view". I did one time at BWV and they gave us a first floor. I asked if an upper floor was available, the cm checking and found us a top floor room but she said she didn't think it had a great view. We got to the room, it was across from the bus stop, perfect view. I was thinking, why didn't they assign that to us in the first place. After that I specifically requested top floor, across from the bus stop.

 

[Simba's Mom]

Whew, this thread makes me feel that at least I'm not the only one who's encountered clueless CMs. And my experience was at Guest Services of a resort. Why do they put these CMs there? One time I was standing there and a family came over and asked the CM how to get to the Cape May CHaracter Breakfast. The CM looked blankly-he'd never even heard of "Cape May?" Fortunately, since nosey me was standing there, I gave him directions-I was so glad for the kids especially that they found out. Otherwise they might not have gotten there!

 

[MiaSRN62]

Wow Shan.....now that's just lame
I can understand that the CM's just work there & it may be just a job to them, but shouldn't they know their job inside out ? I mean, Illuminations (or fireworks in general) is not some little mundane show ? It's a big draw to the Epcot park. I mean there are Illumination cruises that people book and such ? Unbelievable that the CM wouldn't know this .......it's even worse than the BWV thread where the poster is getting a "golf green" view !

 

[madoug]

BWV two weeks ago- CM at valet stand tolds us we could not get in Epcot International gateway for early entrance since World showcase would not be open. We walked over the bridge and went in at 8:15 just fine. Called front desk to ask for Ice machine location- they gave us directions to go from BWV over to BWI. There was an ice machine 50 steps to the left of our room.

 

[BWVDee]

Originally posted by MiaSRN62
Wow Shan.....now that's just lame
I can understand that the CM's just work there & it may be just a job to them, but shouldn't they know their job inside out ? I mean, Illuminations (or fireworks in general) is not some little mundane show ? It's a big draw to the Epcot park. I mean there are Illumination cruises that people book and such ? Unbelievable that the CM wouldn't know this .......it's even worse than the BWV thread where the poster is getting a "golf green" view !

ITA! Regardless of whether the CM's are bored with their jobs or not, they should still be knowledgable about their area. This is the least that should be expected as far as customer service to the guests.
I had a similar experience at Epcot a few years ago. We asked a CM working in Mousegears what time the fountain show went off. The CM told us there was no such thing, that the fountain did not play music or have a water display! Mind you, Mousegears is right across from the fountain, which when the display goes on is quite loud and pretty hard to miss! How in heavens the CM missed that is beyond me!
BTW, in case anyone is interested.....the fountain display takes place at least 2x every hour with more shows during busier times at the park.

 

[GAIL HAYDEN]

I had one server at ESPN tell me I could get to the MK from there by boat. told her that would be a very interesting trip. She was adamant about it also, and really did not like me telling her she was totally wrong. She got a VERY small tip.

 

[CoolDisneyCat]

I was in Spoodles one morning and a lady stepped in and asked where she could get a bottled soft drink. About 5 CMs were asking each other and no one knew. I finally spoke up and said "next door at the Bakery or a few doors down at the Screen Door". I was suprised I was the only one who knew.

 

[Pa@okw95]

This has been going on for years, employees of WDW not knowing which end is up. What surprises me is that people often quote them when it comes to room quotas, etc. as if there answers actually have meaning. You are dealing with low level employees at WDW for the most part. If they get something right, you are having a good day.

 

[BWVDee]

Originally posted by GAIL HAYDEN
I had one server at ESPN tell me I could get to the MK from there by boat. told her that would be a very interesting trip. She was adamant about it also, and really did not like me telling her she was totally wrong. She got a VERY small tip.

I know what you mean about ESPN employees. They are not Disney employees and it is very obvious. Not only are some of them clueless to the workings of WDW, some of them can be down right snippy. DS is a HUGE sports fan, of any sport, it does not matter he will watch it, so we do tend to end up at ESPN occasionally. I myself, do not like the place at all and many times the rest of us will eat at FF or one of the other great restaurants in the area and DS goes to ESPN by himself (he's an adult, obviously) and gets his sports fix. LOL!

 

[Sammie]

I think if a CM works in the store they should be knowledgable of thier product in the store. Anything else I would not expect them to know. I would expect Guest Services for the park to have this information.

Disney World is a very large place and I did not mean they don't care about their jobs, I meant it's not thier life as it seems to be to some on Internet forums.

They don't spend hours upon hours studying the entire property. I would not expect a CM at Blizzard Beach to be knowledgeable about Epcot.

I will say this and this is no insult to anyone on these forums, but some of my friends that work for Disney have commented they are getting tired of dealing with "know it all" Internet junkies.

Kinda like my doctor. He has a sign posted in each exam room that says, I did not spend years in medical school for you to tell me how much you know from reading the Internet.

There is alot to know about "all" of Disney World, and this could be their first day at work. I am not sure I could do it, as it seems to me some the guests are very hard on them.

 

[BWVDee]

Originally posted by Sammie
SNIP..........
They don't spend hours upon hours studying the entire property. I would not expect a CM at Blizzard Beach to be knowledgeable about Epcot.
SNIP...............

Maybe not, but for a CM to not even know of Illuminations existence, no matter WHERE they work on WDW property...........seems pretty incredible to me!!!

 

[pmcpmc]

Originally posted by BWVDee
Maybe not, but for a CM to not even know of Illuminations existence, no matter WHERE they work on WDW property...........seems pretty incredible to me!!!

 

[devin914]

Wow, as a former WDW and DVC CM I am apalled at what I am reading. I have been away for 3 years now and I know things have really changed, but this is ridiculous. When I was a CM, we had to go through major training before we were even allowed to talk to guests. I am ashamed that so many of you are having these experiences. I know what an Illuminations view is!

 

[Sammie]

Originally posted by devin914
Wow, as a former WDW and DVC CM I am apalled at what I am reading. I have been away for 3 years now and I know things have really changed, but this is ridiculous. When I was a CM, we had to go through major training before we were even allowed to talk to guests. I am ashamed that so many of you are having these experiences. I know what an Illuminations view is!

Welcome to the DIS, it's a shame your very "first" post had to do with the many changes at Disney World.

Have you been recently? Yes things have changed, morale is down due to the struggle between Eisner and Roy. Sad to see this happen.

 

[GAIL HAYDEN]

Originally posted by Pa@okw95
This has been going on for years, employees of WDW not knowing which end is up. What surprises me is that people often quote them when it comes to room quotas, etc. as if there answers actually have meaning. You are dealing with low level employees at WDW for the most part. If they get something right, you are having a good day.

Low level does not necessarily equate with lack of "product" knowledge.
It also amazes me when someone gets an answer that they like from a CM it is gospel. When they don't, the CM is "stupid" or worse.

 

[MiaSRN62]

but some of my friends that work for Disney have commented they are getting tired of dealing with "know it all" Internet junkies.

Well, they have the right to feel any way they choose (not being snide at all), but I feel when we spend so much time and money in a resort area such as WDW (and particularily being a DVC Member), then I want to be as knowledgeable as possible. My dh and I work hard to be able to afford our vacations there every year, as I'm sure most of us do. I grow weary of CM's who don't know basic things about their job when we are investing so much into our vacations there.

BTW, in case anyone is interested.....the fountain display takes place at least 2x every hour with more shows during busier times at the park.

Love this---particularily around the December holiday time.

 

[Disney Doll]

Well, the CMs (and anyone else) who don't like the "internet junkies" can cry me a river. The internet is part of EVERYONE'S life now pretty much, and we all have to deal with a more knowledgeable consumer, due to the informaiton they can acquire on the internet.

Quite frankly, for a Disney employee to not know what IllumiNations is goes beyond ridiculous. Should they know every store on WDW property that sells Nestea Diet Iced Tea...no, I wouldn't expect that. But I would expect them to know enough detail about a daily, major, long-running show to be able to understand what an "IllumiNations view" is, especially if they are working in reservations.

As for ESPN, we have always had very good service there There is one waiter named Dawson who is great!!! We actually request his section when we go, so he can wait on us!

 

[chainkid]

I say thank god for the internet and books....that sign on the Doctors wall could have been about me. I can't tell you how many times if I had listened to that sign on the wall that I would be dead. I can't speak for all doctors or CM's but if you don't do your own research and blindly follow their advice you deserve what ever poor care you get. BE INFORMED ITS YOUR MONEY AND YOUR LIFE