New Customer Service Idea "Magic Moments Team"

[GeriatricGiraffe]

Watching the Episode "Top 15 things WDW Gets Right." on YouTube.
After hearing Craig, Steve, Ryno and John’s stories on how they helped guest while working for Disney. I came up with this idea.
I feel like Disney should have a team of Cast Members on alert that handle the majority of Magic Moments. For example, the team would get an alert on a pager from the cast member that noticed a situation happening that they themselves couldn’t attend to at the moment. “Magic Moment requested at Tea Cups” and they would show up to help brighten the guest’s day. It would help the other cast member that couldn’t leave their post and it would make sure the guest got the full attention they needed and it wasn’t missed by Disney customer service.

What are your thoughts?

 

[buzznina]

Neat idea, but, WDW has made so many staff cuts, that they do not have the personnel to do it

 

[SorcererHeidi]

I like the idea, and would be VERY cool to receive one, kind of reminds me of the Magical Moments thing back in like '08 (I never got one, and was DRYING to stay in the castle suite!!!).

I like the idea, but not so sure Disney would spend the cash, or the CM's, on doing something like that now, on a widespread basis Which makes me very sad.

 

[GeriatricGiraffe]

I fully agree with both of you.
I am just astounded that they are in the customer service industry and they don’t focus more on above and beyond customer service. You would think with all the money they make that they should be setting the bar in customer service for the rest of the world.

 

[SorcererHeidi]

I fully agree with both of you.
I am just astounded that they are in the customer service industry and they don’t focus more on above and beyond customer service. You would think with all the money they make that they should be setting the bar in customer service for the rest of the world.

@GeriatricGiraffe - Absolutely! And you know what's the saddest? I was going regularly in the 90's,l when they WERE the paragon of "how it SHOULD be done" customer service. They even taught courses at the Disney Institute, and went all over the world, giving seminars in same. Just saying the words "the example of Disney customer service": would invoke looks of understanding from almost anybody.

Unfortunately, the declining guest experience and customer service focus, steeply inclining crowds and prices, and the "don't care attitude" about "the show" is why I haven't been since 2012, and have no real draw to go back anytime soon, as I've said plenty of times. And that makes me really sad.

I will always be grateful, I did experience them in their heyday, and that I got to feel the magic back then. That's when I bought my first share of stock, and I have actually lately been thinking of selling. I bought because I so believed in the company and the culture of it all, and yes - their care about show and guest experience, their attention to detail. I've been getting less and less sure I still believe in all that over the years. Still not totally sure, but getting closer and closer.

 

[Lilsia]

I fully agree with both of you.
I am just astounded that they are in the customer service industry and they don’t focus more on above and beyond customer service. You would think with all the money they make that they should be setting the bar in customer service for the rest of the world.

I think the issue with this is I can completely see this scenario... Someone gets great, above and beyond service. They come to social media and rave about all of this "extra" stuff they randomly got. Well now you have thousands of people who are now "expecting" the same thing. We all know how people are now. You give a mouse a cookie...

 

[Ross Kratter]

I think the issue with this is I can completely see this scenario... Someone gets great, above and beyond service. They come to social media and rave about all of this "extra" stuff they randomly got. Well now you have thousands of people who are now "expecting" the same thing. We all know how people are now. You give a mouse a cookie...

Pete has talked about this on the podcast.

 

[SorcererHeidi]

I think the issue with this is I can completely see this scenario... Someone gets great, above and beyond service. They come to social media and rave about all of this "extra" stuff they randomly got. Well now you have thousands of people who are now "expecting" the same thing. We all know how people are now. You give a mouse a cookie...

And I did, unfortunately, see some "bad and needy behavior" by some guests during the Magical Moments time period I mentioned previously. People hanging around,trying to trade places in line when they saw the Dream Squad around, stuff like that. That made me sad too. I never got a Magical Moment, but was just as happy to see someone else receive one. Truly.

 

[CampbellzSoup]

Let it just happen organically when you have a team dedicated to it they will have goals quotas and numbers to meet...also guests will now seek out these members expecting their moment instead of letting it just happen.