Personal Member Service Representative

[BirdsOfPreyDave]

(Sorry if this has already been reported. I did a quick scan and didn't see it.)

I called Member Services, today, to book an unexpected Christmas trip to see the Osborne lights one last time. I noticed that the Member Services phone menu had changed, and that there's now an option to enter an extension number if you know it. I wondered about that, but didn't think too much of it.

When my call was answered a few minutes later, I had an excellent cast member. She was extremely knowledgeable and helpful, and went through several non-standard transactions with me without any issues.

At the end of the call, she repeated her name and gave me her phone extension. She said if I'd like to speak directly with her whenever I call back to Member Services, I can use her extension. It's apparently part of a test program with select (random?) members to build rapport between the member and "their" member service rep.

I'm not sure what it will do to wait times to wait for a specific person to pick up, but I'd be happy to talk with this same cast member again even if it did mean waiting a little longer.

 

[jekjones1558]

(Sorry if this has already been reported. I did a quick scan and didn't see it.)

I called Member Services, today, to book an unexpected Christmas trip to see the Osborne lights one last time. I noticed that the Member Services phone menu had changed, and that there's now an option to enter an extension number if you know it. I wondered about that, but didn't think too much of it.

When my call was answered a few minutes later, I had an excellent cast member. She was extremely knowledgeable and helpful, and went through several non-standard transactions with me without any issues.

At the end of the call, she repeated her name and gave me her phone extension. She said if I'd like to speak directly with her whenever I call back to Member Services, I can use her extension. It's apparently part of a test program with select (random?) members to build rapport between the member and "their" member service rep.

I'm not sure what it will do to wait times to wait for a specific person to pick up, but I'd be happy to talk with this same cast member again even if it did mean waiting a little longer.

This is something I never would have predicted. Thanks for posting! It will be interesting to see how this goes and whether or not it becomes a permanent thing.

 

[disneynutz]

Please fix the website and the resorts/rooms before coming up with something new again.

Bill

 

[KAT4DISNEY]

The waits would be interesting. If they are on the phone when you call back then what happens? You go on hold? Seems like a fairly inefficient system IMO. But it does explain why a few weeks ago when we received a call about one of our families VWL rooms they mentioned we should contact our Personal service rep that I talk to about our other rooms. I laughed at that time.

 

[disneynutz]

Offer a new service that makes you feel special than later take it away. Soon after you can pay for the VIP plan and have your own MS rep!

Bill

 

[Deb & Bill]

Or you only get the personal MS rep if you buy direct from Disney.

 

[DebbieB]

I don't see how it would work. What if they are out to lunch when you call? Or on vacation? You have to wait for a call back? That wouldn't work for me because at work I am typically in and out of meetings. I don't need a personal rep, just give me the first available person who knows what they are doing.

 

[Dean]

(Sorry if this has already been reported. I did a quick scan and didn't see it.)

I called Member Services, today, to book an unexpected Christmas trip to see the Osborne lights one last time. I noticed that the Member Services phone menu had changed, and that there's now an option to enter an extension number if you know it. I wondered about that, but didn't think too much of it.

When my call was answered a few minutes later, I had an excellent cast member. She was extremely knowledgeable and helpful, and went through several non-standard transactions with me without any issues.

At the end of the call, she repeated her name and gave me her phone extension. She said if I'd like to speak directly with her whenever I call back to Member Services, I can use her extension. It's apparently part of a test program with select (random?) members to build rapport between the member and "their" member service rep.

I'm not sure what it will do to wait times to wait for a specific person to pick up, but I'd be happy to talk with this same cast member again even if it did mean waiting a little longer.

Marriott has done this for some time including email access and the ability to make reservations, changes and cancelations with advance direction. It was part of a sales plan but has evolved to a general method. Marriott calls them Advisors. In general I hadn't found it all that helpful historically because I generally knew more than they did and they were not quick enough to respond to the things I needed, just the nature of the beast. The one major benefit I've seen is that they can liaison with other Marriott programs such as the rewards system plus with Marriott you can't currently cancel reservations online so they are helpful with that. I'll have to say that my current Advisor has been great and extremely helpful. So much so that I do almost all of my interactions with Marriott this way by email. My last person was great also but when Marriott rolled out the VIP program, not all Advisors chose to be involved and go through the training including my last Advisor.

 

[LauraLea]

I can see where this would be helpful, esp. when you have an issue you need to follow-up with. It can be frustrating to have to re-explain the situation each time you call.

I would expect that if the MS person was not available it would go to their voice mail where you could leave a call back number.

Laura

 

[deedisneydream97]

(Sorry if this has already been reported. I did a quick scan and didn't see it.)

I called Member Services, today, to book an unexpected Christmas trip to see the Osborne lights one last time. I noticed that the Member Services phone menu had changed, and that there's now an option to enter an extension number if you know it. I wondered about that, but didn't think too much of it.

When my call was answered a few minutes later, I had an excellent cast member. She was extremely knowledgeable and helpful, and went through several non-standard transactions with me without any issues.

At the end of the call, she repeated her name and gave me her phone extension. She said if I'd like to speak directly with her whenever I call back to Member Services, I can use her extension. It's apparently part of a test program with select (random?) members to build rapport between the member and "their" member service rep.

I'm not sure what it will do to wait times to wait for a specific person to pick up, but I'd be happy to talk with this same cast member again even if it did mean waiting a little longer.

I think it is a great idea. The website is great for "easy" stuff like routine reservations, banking and/or borrowing or when I need to do a print out of my points allocations and my various contracts. I have two membership numbers and multiple contracts at a number of resorts and when I need to fiddle around with my points to make certain reservations, it gets very confusing. Some of the Member Services people are more knowledgeable and experienced than others, and there have been two in particular that spent a long time on the phone with me....and one even saw something she could do with my points so I could bank some I might lose and use current ones. It was something I had missed....because as I said, having many contracts can make your head spin sometimes (not that I am complaining....never regretted any DVC purchase).

There are times when I call MS and can tell when the person answering is not as experienced as some others and I will end the call nicely with something like....I have an appointment, so I'll call back later. But only if it is going to be something complicated.

I would imagine that if your "personal" rep is not there, they would change their voicemail directing you to either leave a message if you do not need immediate attention or to press # to be connected to another rep.

 

[blondietink]

Yes, please fix the website first so it consistently works before assigning us to our personal representative. Then I won't have to call all the time and be put on hold for long periods of time. Yes, talking to someone gives the personal touch, but when I have a free minute it is often at 11 pm or some other odd time when member services isn't open. So, FIX THE WEBSITE!

 

[Nanajo1]

I called to book a Jan ressie. MS gave me her direct ext. I had a problem seeing my reservation so I called back to MS direct line. After 30 minutes I opted to speak to another MS agent. I didn't feel special.

 

[KAT4DISNEY]

I called to book a Jan ressie. MS gave me her direct ext. I had a problem seeing my reservation so I called back to MS direct line. After 30 minutes I opted to speak to another MS agent. I didn't feel special.

A good display of what makes that type of system inefficient. If they are assigned 4000 people for example (a call every 30 minutes) and never take calls from anyone else then maybe the contact would be fairly quick but then how much of a personal touch are 4,000 people going to get?

IF there is a need to get better service then perhaps the best thing is to improve the skills of all the CM's. Although personally I rarely have a contact with MS that I don't feel was handled appropriately. A time or two I've been placed on hold while they got help from a supervisor but I'm fine with that vs a longer wait to speak to a particular person.

 

[Snurk71]

I've found this approach to customer service pretty common in the businesses I've worked for. Customers have an assigned account rep who might know a little more specifics about a customer's account, but any CSR can also service the account. When a customer calls in they may request their account rep, and if the rep is available the rep will take the call. If the rep isn't available, most customers will have another rep take care of their need. But I've had customers that would only talk to their rep - they would either wait on hold until available, call back later, or ask for a return call.

My current company tries to limit customers to about 400/rep. We offer different services and also have the reps do outbound reach out too - it's not just inbound work.

I don't see anything wrong with this idea. But then again, I'm not a half glass empty type always looking for problems.

 

[wilma-bride]

I actually think it's a great idea and I just wish that option would have been available when I was making my March reservation last month.

ETA: Just wanted to make it clear that the reason I say this is because I had a fabulous representative, who went above and beyond to help with what was a complicated and difficult reservation, coming back to me every couple of minutes during the time I was on hold, reassuring me that my reservationw as safe while they tried to figure out the point side of things and even calling me back later that morning (a phone call to my room at WDW) to reassure me that everything was completed. For this reason I think it's a great idea, as I would love to work wiht this person again for future reservations, not because I feel it would give me an advantage at the 7/11 month point.

 

[Dean]

Let me add that this option would not likely be helpful for those reservations you have to make minute one at 11 months out. What it could do would be to save multiple long drawn out calls waiting on hold to MS and for those that can't call at the time needed.

 

[Sammie]

I would think if you want to select the option to contact a certain person you have to accept you might have longer wait times. If you don't want to wait, you would not select that option. I think it is a great idea.

 

[Dean]

I would think if you want to select the option to contact a certain person you have to accept you might have longer wait times. If you don't want to wait, you would not select that option. I think it is a great idea.

To me this only works in a couple of ways. One either has a direct contact by phone that goes to the general cue if that person isn't available and/or an email option that is handled in a timely manner. I have both with Marriott and I must say that the email option is the only one that's helpful since the chances of getting my advisor on a cold call is very slim.

 

[Nanajo1]

I posted on another thread that when I called back to the designated ext I waited 30 mins before I opted out.

 

[Breyean]

I've been using the same CM at DCL for our last 4 cruises. I have her extension and there's a prompt when I call to enter it if I have it, so I do. Sometimes she's there and picks up; sometimes she's there but on another call; sometimes she's out of the office. But even if she's out, she emails me back within a day and follows up with a call.

Not the most efficient system, as others have pointed out, because there's no guarantee I'll reach her. And with DVC, esp if it's about trying to book a hard to get room, I wouldn't want to wait.

But it's not as though Disney hasn't been using this system already at another part of the reservations system, i.e., DCL.