not too happy with cm, either room ressie or p.s's

[leanne11]

i called for room ressie for 1 night before we move to dvc, the cm said if i want a code i would have to check the internet, he said the only resort w/aaa disc. was allstar sports, not bad so i took it, he wasn't friendly or unfriendly just didn't seem to care, then i told the family and they reallyyyy wanted allsmo, so i called again the next day and this cm was a little nicer, i asked why the movies was unavail, and she said it was avail., she would just move my ressie over since i pd already, so i'm a little perterbed?
we had been there before and just want a resort we are familiar with..
so the moral is just call back,

 

[GOOFYFREEK]

I have done that on several occasions. You call once and get a moron you call back and get the best one in the place. If I get the feeling quick ill just ask a quick question then call back.

 

[WDWRC]

i called for room ressie for 1 night before we move to dvc, the cm said if i want a code i would have to check the internet, he said the only resort w/aaa disc. was allstar sports, not bad so i took it, he wasn't friendly or unfriendly just didn't seem to care, then i told the family and they reallyyyy wanted allsmo, so i called again the next day and this cm was a little nicer, i asked why the movies was unavail, and she said it was avail., she would just move my ressie over since i pd already, so i'm a little perterbed?
we had been there before and just want a resort we are familiar with..
so the moral is just call back,

It's possible that Movies wasn't open the day you called. Maybe someone cancelled and you got lucky.

T

 

[Jasminetigger]

Similar thing happened to me a couple of days ago. We had planned an unexpected trip for December and since we were calling at the last minute we had to book CSR. Our hearts were really set on WL. So I kept calling daily and finally was told there was a courtyard view room at WL. However when I asked about a certain code, the CM told me no in a matter of two seconds. I felt she really didn't research it. So I told her no thank you on the room. I hung up and called right back. I got a very helpful CM. He obviously checked more thoroughly and found us our room with a discount. Now I know that in the 3 minutes between my phone calls, someone could have called and cancelled. But I doubt that is what happened.

 

[bicker]

These are huge resorts: People cancel reservations every day, so it does pay to call back and check.

 

[kmkja1]

Disney's biggest challenge is finding CMs that have the correct attitude. They just can't do it all the time. Unfortuately for us we are going to ocasionally encounter those who just don't care very much. In this case the OP did the right thing, just call back and talk to someone else. Glad you got the room you wanted.

 

[FirstNo]

Disney's biggest challenge is finding CMs that have the correct attitude. They just can't do it all the time. Unfortuately for us we are going to ocasionally encounter those who just don't care very much. In this case the OP did the right thing, just call back and talk to someone else. Glad you got the room you wanted.

It's a two way street. One of the biggest challenges for a CM in rsvs is a guest with the correct attitude. Just because it's your (not the poster, just a 'you' in general) fave resort, or your child's birthday, or your anniversary, or whatever doesn't mean the resort will be available. And your begging or pleading or asking nice or being belligerent isn't going to change the availability at that very moment. Having worked as a CM in rsvs for Dis, I can tell you that I've had guests who have debated over which resort to choose out of the umpteen they had me check and by the time they've made their decision (which can be an hour later), it's no longer available. When I recheck, something else has opened up.

While I always tried to be upbeat for my guests, if you've just hung up with a real (insert your own descriptive adjective here), it's difficult to be that way for the next one. And, you are expected to take call after call after call. Any one who works in a customer service profession can empathize. Trust me when I say there are some real 'gems' out there that would ruin even Mickey's day because of what they feel they are entitled to and their attitude when calling in. As a few other posters have stated, Dis gets cancellations all the time. If you have to settle for something, keep calling back; esp if it's a while before your vacation date. More than likely, you'll eventually get what you want (holidays and discounted rooms are an exception).

 

[goin2disneyagain]

If I don't get the resort I want I always keep calling back and have been encouraged by CM's to do so. People do cancel, just because the CM didn't have it and you called back the next day and that CM found it for you doesn't mean that the 1st CM was not telling the truth, it probably just wasn't available. Things do change.

 

[Sammie]

These are huge resorts: People cancel reservations every day, so it does pay to call back and check.

They literally cancel by the minute, I can't imagine anyone blaming that on the CM if they were told they were booked and called the next day and it was open.

 

[Mom of Sleepy Bashful and BabyDoc]

I don't know about you guys, but I know from the first 15 seconds if a CM is going to be helpful or not. (I'm talking attitude here, not giving me what I want)

FirstNo........I can imagine how tough it is, I used to be a Visa coordinator for an IBM credit union. I've been cussed at so many times, and I think in different languages , I can't even count. And it's tough, when you pick up the next phone call. It's almost like you need to detox from the last phone call. (imagine that's a phone )

I don't understand why people have to be like that to a total stranger who is just trying to help you. whatever!

But.............from almost 10 years of calling Disney CM's at one time or another, I just KNOW when I don't have a good one. I will ask a simple, quick question and say thank you, hang up, call back and speak to another CM. In fact, this happened just the other week with Disney Dining.

The first CM didn't know what they were talking about as far as Thanksgiving dinner ressies (she was saying that the website I was looking at was wrong.........it was Deb Will's site ). So I said, ok, thanks anyway. Called back and this CM didn't know either but was like, "well, I'm going to take some time and find this out, can you hold on?" , I said, sure, ofcourse and they came back with the same info that was on the site and I made my ressies.

It doesn't bother me, really. It's the nature of the beast. I'll just do my call back thing. I don't expect every CM to know the answers, I sure don't. Just give me an, "l'll work with you" attitude, that's all I want.

oh, and most Cm's I talk to are A JOY!!! THEY should be very proud of their work!! edited to add: And I'm sure this includes you, FirstNO!

 

[LoriZH]

They do all cancellations overnight so there must have been a cancellation. It's not to the benefit of the CM to not put you where you want to be.

Now as far as getting a moron or two, I've had my share, I just ask for a supervisor or guest services and they apologize and do their best to help. Guest Services are by far the best ones to speak with. Now, on the other hand, when I get a good CM, I make sure I praise them and then ask for the compliments line and leave a nice message about them. I too can figure out within seconds if they're nice or not, and then I move on if I don't want to deal with it. I have also learned that if there is something that you really want or need (like specific information on dining, rooms, resort, etc.) you shouldn't waste your time with a snippy CM, hang up and call back, don't aggravate yourself, it's not worth it!

 

[FirstNo]

The first CM didn't know what they were talking about as far as Thanksgiving dinner ressies (she was saying that the website I was looking at was wrong.........it was Deb Will's site ). So I said, ok, thanks anyway. Called back and this CM didn't know either but was like, "well, I'm going to take some time and find this out, can you hold on?" , I said, sure, ofcourse and they came back with the same info that was on the site and I made my ressies.

QUOTE]

LOL....I know what you mean. When we were finishing up our training (which, for the group I was in, was 6 weeks), we were told time and again to pick the people we were going to sit around very carefully. Meaning, there are some really good CMs out there to learn from and some who just don't care and will tell the guests whatever they want to hear.

As for the info, well, it can be overwhelming. Disney has a great feature for the CMs to use. Their bible, so to speak. But, it has so much info in it that it can be intimidating to use, at times (esp if you aren't sure where to look). The dining stuff is a little easier (I was an agent who could do every thing; except deal with groups and travel agents, which meant I also handled dining's overflow calls).

Not trying to make excuses but, it could be that whatever it was you were calling for was fairly new and his/her supervisor didn't bother to get the info out to the agent (although we were always given 10 minutes at the start of our shift to look through the info provided by Dis to see what was new...).

Having worked with them, I admit, some are not the brightest bulbs in the pack and most had never stayed in a Dis resort and a number of them haven't even been to a park or hadn't been to one in over 5 yrs. Hard to get that connection with a guest when you can't visualize what they're talking about. But, you do what I and my family does: get someone who acts like they don't know what they're doing (or someone you can't understand) and hang up and call back. Second time is usually much better than the first.

 

[bicker]

I don't know about you guys, but I know from the first 15 seconds if a CM is going to be helpful or not. (I'm talking attitude here, not giving me what I want)

I don't think most people draw a distinction between the two. Rather, what I've observed is that people tend to view service providers who don't give them what they want as having a bad attitude. While there is no doubt that some CMs do help more than others, and some are more knowledgeable than others, it is important to note that a CMs ability to satisfy a guest is greatly influenced by what the guest wants -- really, how reasonable the guest is going to be in the commercial interaction. The CM's own demeanor and knowledgeability both have some impact, but not to the exclusion of the impact the guest's demeanor has.

I don't understand why people have to be like that to a total stranger who is just trying to help you.

This is a really good point. By the same token, let's not forget that our economy is structured to foster animosity between seller and buyer, especially in this age of near-perfect information about available pricing, and the drive to find more and more ways to differentiate offerings to keep them profitable. It is a shame, but it is becoming increasingly the case that neither side in the commercial retail transaction gains anything from establishing a loyal relationship with the other. Consumers simply exploit such relationships only until a lower-cost supplier comes around.