Not-so-nice CM (long-sorry!)

[chloebob]

So, I admit I have called Disney like 10 times today for one thing or another. After we settled on our FINAL reservation (we had changed it a few times) we booked WL , AP rate. I came straight to the DIS to read up on what type of view you get with "woods view" I saw that it is possible to see MK through trees (and fireworks) so I called just to put a room request on our reservation. The CM who I spoke with was VERY rude. She asked if I was a travel agent and when I said no she just tried to get me off the phone. I politely insisted on just adding a request, I know it's not a guarantee, but it can't hurt to ask. I also mentioned I know not to call the resort or fax, and I didn't want to wait until check in. All I asked her to put was "Would like 5 or 6 floor, possibly facing MK". Since she was so rude I felt uneasy after I got off with her and decided to call back a little while ago and double check. Good thing I did, not only did she not add it, she left our original room request for POFQ, building 4! There is no building 4 at WL!! So, new CM added my requests for meand deleted old one. Sorry, so long. I just want to point out that if you aren't comfortable after you get off the phone about something, call back!!! It's not that my vacation will be ruined if our requests aren't met- it won't. It just wasn't very nice to tell me, yep all set; and not put it in. I know they are busy today and it's probably stressful, but it's not a good idea to take it out on customers! Thanks for letting me rant.

 

[Trekker]

Did you happen to call an 800/toll free number?

There have been some numbers floating around the web that are not for general use - they are for travel agents. If you had called one of those numbers the CM may have been trying to enforce the use of the number.

I'm not saying this is what happened - just a possible scenario!

 

[siac]

When this happens to me I hang up and call later. Some people are very rude.In the morning is much better .

 

[kkmauch]

I have only had one bad experience with CMs on the phone. I think it had more to do with the language barrier than with her being rude at all. I don't think she understood me very well and I had to repeat myself and re-phrase what I was asking a few times. She was nice, but not very quick or knowledgeable. Oh well, I agree that calling back later is always a good rule.

 

[hulabird]

I had a wonderful CM this morning named Silver. It was nice to get a decent CM after being on hold for over 40 minutes! She bent over backwards to be more than nice. Sometimes you get a Grumpy, sometimes a Snow White.

 

[Nolcrest]

I must say I've never had a rude CM. Then again I've never called 10 times in one day or changed my reservation several times. I usually know exactly what I want when I call and leave it at that. I'm not fussy with room location and view either so I guess I'm a CM's dream. Never been disappointed with our room assignment either. Now that I think of it I'm so happy to be on vacation as long as I have a clean bed to sleep in, I'm satisfied.Wish I were there now.

 

[airjoe]

Nolcrest:

AMEN

 

[outstandinfarmer]

I think that if you are in ANY customer service position, you should be required to speak English, clearly and fluently. Last time I was at WDW the CM at the front desk didn't speak English very well and it was VERY hard to understand him and get help when we were having problems. I just wanted to scream at him "GET ME SOMEONE THAT UNDERSTANDS ME!!!!!!", but I didn't. I kept very calm and under control with a pleasant attitude.
(After I got to the room though, I started hooting and a hollarin because I was so frustrated )

I'm sorry but it's so irritating when you are on the phone or talking to someone that doesn't understand you.

Also, while I'm at it, technology has brought about wonderful changes, but there is one effect of it that has caused nothing but pain for me, and that is the automated lady that answers the phone EVERYWHERE you call. (Press 1 for this, Press 2 for that . . .) Drives me nuts. I just want to speak with a real live person!! Please. And now they changed the standard number (0) to speak to a real live person to a crazy number you could never guess (like *419#) or something like that. Even ordering pizzas gives you the options--1 for a pizza, 2-for the special, 3-for an appitizer. . . NO MORE! PLEASE!!!!

Ahhhh. . . I feel better now. Sorry, but it's just a touchy spot for me!

 

[verchad]

Originally posted by hulabird
I had a wonderful CM this morning named Silver. It was nice to get a decent CM after being on hold for over 40 minutes! She bent over backwards to be more than nice. Sometimes you get a Grumpy, sometimes a Snow White.

Just had to reply, we stayed offsite in 2002. Thought we'd try onsite this time. I talked to Silver. She was extremely helpful. I made sure to get her name. I know that places always get complaints about bad customer service, but I'm going to contact Disney and let them know what a good person they have in Silver.

 

[my3kids]

When I made my origional reservation I requested a room near the LOUNGE. (concierge) When I called back about another issue, she reread my reservation to me. It said requests a room near the LAUNDRY. I asked her to repeat that last bit.....yep, laundry! I told her it should have been lounge. She laughed and said she was happy to change it as being near the laundry was the strangest request she'd ever seen requested!

 

[OneMoreTry]

Your mistake was not excusing yourself politely earlier and calling back immediately.

 

[Luv2trav]

If WDW travel is anything like our call center the most experienced and best customer service reps are in the early mornings! The "Not so great" reps are usually on the off shifts because they are the ones who have the least experience...

So that being said whenever I try to book or change anything I make sure I call between 0700-1200 Mon-Fri!

Although I have called WDW Travel (yesterday) on weekends and gotten some very good CM...

 

[Micca]

I was told once that there are hundreds of workers at CRO. I would say "Thanks" and in my best Mickey Mouse voice "See ya real soon ha ha" and hangup. While I have found some CRO CMs more helpful than others, I have never had one I would call "rude"