Really Bad CM-----So Rude

[ajblbv]

Alright, my upcoming May-June trip I could add a day to, so I did. I moved the ressie's to AKL for the nice 213 rate. At first she only had me booked for one night, when I wanted a whole week. When I told her that she told me right away it was booked. Obviously she didn't really look, and I told her that, she got upset with me and told me, "Sir, it will not be available." I called back and asked to speak with a manager, and low and behold it was available.

Disney really has to get rid of the bad people from CRO.

 

[MermaidsMom]

I have had TWO nasty CM's when checking and making reservations this week. I have no idea what is going on, but it was so bad that I could not believe that I dialed the right number. The first one told me 3 times in a snotty tone that I had BETTER have proof of my State (for a State promo) or I would be charged rack or asked to leave!! Three times!! Then, I was so upset after I got off the phone from him that I called later and cancelled the reservation I had made and the woman I got was almost worse!! She kept clearing her throat and nose into the phone, was not pleasant and when I was time to hang up I said "thank you" and she said "yup" and hung up!!!!!!!!!!!!!! What is going on at my beloved Disney?

 

[wdisneelvr]

They just hired 160 new phone operators for CRO. Apparently they are not all getting the same training before they are let loose to the general public. Looks like disney is just putting a body in the empty spaces first, just to fill the vacancy. If you get a CM that you feel uncomfortable with, hang up and call back again....I've done that several times. There are still many, very knowledgeable CM's at CRO, and it's so wonderful to get one...I usually end up chatting with them forever it seems, gives you warm fuzzies all day long!

 

[MermaidsMom]

I know about the warm fuzzies!! I have had wonderful conversations with CRO, which makes it especially bad when you get a bad one. It makes me wonder with two in a row.

 

[robinb]

You did what we all do when we (1) Get a "bad" CM or (2) Don't get the answer we want. Call, call again!

 

[lynnandjb]

MermaidsMom - I see you are from MI and you said something about a state promo... is that for MI and do you have any info?

 

[2vets]

We had a bad one, too - a few weeks ago, I called to get a last-minute AKL room under a Florida Resident rate code...I was quoted $200 for a water-view (only room available). I hung up, checked with my sister about the rate, and called back (literally - I watched the clock!!) 60 seconds later to book the room. I got a nasty CRO who said that NOTHING was available at the AKL at all on our arrival date. I said, "Wow, that's funny - I just spoke to one of your colleagues about a minute ago and was quoted $200 for a water view room." She said nothing for a minute, then put me on hold, at which time she magically FOUND the available room at the reduced rate.

I agree - if you do not get a reasonable CRO agent, call again!! Of course, haveing to make that long-distance call again and again and again is IRRITATING!! I do not think these people are representative of the average Disney CM...thank goodness!

 

[renessa]

And got the greatest CM....after taking care of business, we chatted about the Cindy's thing, EE, Enights, and lots of other stuff for 30+ minutes (thanks to DC for 800 number!!!!) She was magnificent!! 5 Stars! Should have got her name!!! Ren

 

[dmc613]

I will be a Cast Member starting later this month for the first time. I know that in my experiences I've only come across wonderful CMs and that is the way that Disney should be. Like I said in an earlier post, getting treated so well by the cast members at disney is all part of the 'magical experience'. You can be sure that I'll never be one of those rude CMs. I'm so excited to get the chance to help you guys have the best vacation ever! See you down there!

-Dan

 

[gabylin]

I guess it goes both ways. I just got off the phone and had the best CM his name was Calvin,very cheerful and helpful. It really makes calling so much better in fact I have had very good luck with CRO??? I wonder if its cuz I greet them by name at the first oppurtunity?? I guess its just the luck of the draw. Anyway I'm sorry to hear about the bad experiences.

 

[MJames41]

I've been very lucky so far - I can't remember ever having a bad CM experience. I have had CM's that didn't have the answer I was looking for (I once asked what a Wing Room was located in the Wing sections - they are rooms specifically for 2 people, with a King size bed), but they were polite and tried to find someone who could get me the right answer. I hope the CM's who are not up to speed receive whatever they need to get their customer services skills up, but reading this text makes me feel a little guilty for not expressing my thanks more to the ones who were great and took the extra time. I don't know, just my thoughts.

 

[jsmla]

There are some great CM's out there. I know this because I am one of the most trying of callers. This is because
a. I am a bit of a ditz.
b. The very thought of me on the telephone precipitates a crisis in my family.
Last week I changed our resevations 3 times. The second time I had to cancel 2 sets of resort reservations and three sets of dining PSs and make all new ones. The poor CM who picked up the phone was friendly, polite, cheerful, patient and efficient. We went through my dates one day at a time to find the cheapest rates available (Oh, I also always have 5 or 6 codes to look at too.) What with my having to pause in order to break up one fight (kids) and locate several items (DH) she was on the phone with me for over half an hour. Not once did I get the feeling that she was thinking "Boy, why do I have to get all the crazies?" I'm just very, very sorry I didn't get her name.