Nasty & Judgemental CM - 14 Day Hold

[KathVA]

Happily, I checked online & my reservation is there and correct

How do you check your reservations "online"?

Thanks
kath

 

[WillCAD]

I'm not trying to justify his poor behavior. There is never an excuse to be rude, but I know CMs who work for Disney's central reservations. They have, IMHO, the worst job at Disney. It is extremely high stress. They work under a quota system. They are monitored continuously and get points against them if they do not produce. I know one CM who finally had to quite. She was literally peeling skin off her hands and arms due to nerves. You couldn't pay me enough to work there. Also, remember that some of the reservation calls go out of state to other companies. Not everyone you get is a Disney employee.

I agree with Peg.

There is never an excuse to be rude, but the stupidity of putting a sales quota on call center CMs encourages shortness and rudeness, and turns them all into slimy used-car sales people.

Maybe we should start a letter-writing campaign to remove the stupid quota system from Disney call-center CMs.

 

[tinkerbell1967]

I just did a courtesy hold today, no questions asked.

My problem was with the CM I had making my dining reservations, everywhere I wanted to make my ADR's she was like, Oh, are you sure you want to eat here, or do you like that place?? I just laughed, it didn't bother me but just thought it was funny she was saying this!

 

[nbodyhome]

I agree with Peg.

There is never an excuse to be rude, but the stupidity of putting a sales quota on call center CMs encourages shortness and rudeness, and turns them all into slimy used-car sales people.

Maybe we should start a letter-writing campaign to remove the stupid quota system from Disney call-center CMs.

It has long been considered a sales position. I don't personally like it, I think it'd be nicer if it was a customer service job with a sales angle as well (helping guests fit what their need/wants are, not what is the most money for the company).

 

[kribit]

In ALL the years I've been calling CRO, I never encountered a rude reservationist....until last week. He was so rude, that I did my business with him and gave him poors in the after phone call survey. I've NEVER done that. The guy seemed really put out that I was actually asking him TO DO HIS JOB! Imagine that.

I guess there is one bad seed in every crowd.

 

[lost*in*cyberspace]

There's never any reason to put up with rude customer service when it's so easy to just hang up the phone and try again.

 

[WillCAD]

It has long been considered a sales position. I don't personally like it, I think it'd be nicer if it was a customer service job with a sales angle as well (helping guests fit what their need/wants are, not what is the most money for the company).

I agree. In fact, that's the way CRO used to be, years ago. I don't know when the current system was put into place, but it was sometime after my 1999 trip. I remember gabbing with the CM for almost 45 minutes while I made room and tour ressies for that trip, and it was one of the best CM interactions I ever had.

Nowadays they seem to want you to answer their questions the way the Seinfeld Soup Nazi did: "Resort, Dates, Room Type, Credit Card Number. Deviate from the sequence or insert extraneous talk - NO MOUSE FOR YOU!!"

 

[nbodyhome]

Nowadays they seem to want you to answer their questions the way the Seinfeld Soup Nazi did: "Resort, Dates, Room Type, Credit Card Number. Deviate from the sequence or insert extraneous talk - NO MOUSE FOR YOU!!"

LOL!

When I worked there in 2000/2001, I was very chatty. I wasn't supposed to be, I kept being told that my call time was a bit lengthy - but I didn't care at all. I liked talking to guests, and helping them with their trips. Then I was assigned to the TA lines, which I didn't like - because most of them didn't want to talk, they wanted to get their reservations completed quickly and get off the phone.

There are still friendly CM's, but being too chatty cuts down on the revenue (which is the bottom line).