Reservations CM IMing

[Terk-1]

So I called this morning to check on availability at 2 places and heard the CM instant messaging with someone at the same time. I would tell her what I was looking for, there would be a pause, then a dinging sound that the message was sent, then she'd say she was looking, then another dinging sound. A call that should have lasted just a few minutes ended up lasting over 10. Should she be doing that?

 

[vicki_c]

Well since you can't prove that's what she was doing, I don't think I would assume she was.

First, if was the IM chime noise - how do you know she wasn't just getting repeated IMs from others that she was ignoring while dealing with your call?

Second, it could be a totally different thing you were hearing anyway - you can set your computer to make various noises for various notifications, so you don't really know what was going on. Maybe it was the dining system itself making those noises.

 

[Donna]

If it was one of the ones that work out of their house, i guess it could be possible but as mentioned, there is no proof. i think i would have just asked her!

 

[Terk-1]

Well since you can't prove that's what she was doing, I don't think I would assume she was.

First, if was the IM chime noise - how do you know she wasn't just getting repeated IMs from others that she was ignoring while dealing with your call?

Second, it could be a totally different thing you were hearing anyway - you can set your computer to make various noises for various notifications, so you don't really know what was going on. Maybe it was the dining system itself making those noises.

I could hear her typing, then hear the IM chime noise. After the first few chimes I did ask her if she was IMing and she said "while I am waiting to see availabilty, yes."

 

[wdwmaw]

I could hear her typing, then hear the IM chime noise. After the first few chimes I did ask her if she was IMing and she said "while I am waiting to see availabilty, yes."

You should have chatted more and got personal getting her name and then as you finished with the call told her you had other business with your reservations and needed to speak to a supervisor. When she transfered you or got her supervisor then you could have explaned what the problem was.

No, she should not have been IMing during your call from home or not.

 

[vicki_c]

I could hear her typing, then hear the IM chime noise. After the first few chimes I did ask her if she was IMing and she said "while I am waiting to see availabilty, yes."

Oh! Well that's a different story then - and yes, I agree they shouldn't be doing that (or at least be smart enough to turn the sound off)!

 

[crisi]

It may have been work releated.

We expect our call center employees to multitask. They help you on the phone while they help someone else in IM or email - or do other work in IM or email. I think its a stupid idea - but its all the rage in call centers right now in order to reduce labor and put more calls through an hour. And its exactly that, we are trying to use those down cycles of them waiting for the right computer screen to come up.

 

[carps09]

I know every call center is different, but my fiance works for a call center and I know they use IM to quickly communicate with leads and managers. Perhaps it was work related.

 

[*NikkiBell*]

I am sorry, but I have never heard of any Disney employee being allowed to use Instant Messenger while working. Please contact guest services at the below address and report exactly what you did here including that she admitted this to you.

Disney Complaints and Comments:

Walt Disney World Guest Communications
P.O. Box 10,040
Lake Buena Vista, FL 32830-0040

Disney Guest Relations - 407-824-4321

wdw.guest.communications@disneyworld.com

 

[Katieinwonderland]

I am sorry, but no Disney employee should or would be using Instant Messenger while working.

Actually a lot of Cast Members do IM whilst working, it can be work related. It is the fastest way to ask other CMs or managers questions without calling or emailing, especially useful when you need to know the answer to a question in a hurry and don't want to keep someone waiting.

Of course, I have no idea what this CM was using the IM for but just wanted to mention that.

 

[*NikkiBell*]

If the CM was IMing as a part of doing work related activities, then she will not get in trouble. However, if the CM was doing non-work related activities, then it needs to be addressed. I have never heard of WDW using IM for anything like this before. In any event, if this IS acceptable, then the sound level needs to be lower so that guests do not hear it.

 

[Katieinwonderland]

If the CM was IMing as a part of doing work related activities, then she will not get in trouble. However, if the CM was doing non-work related activities, then it needs to be addressed. I have never heard of WDW using IM for anything like this before. In any event, if this IS acceptable, then the sound level needs to be lower so that guests do not hear it.

I totally agree that the CM should have turned the sound off, especially when the OP mentioned hearing it!!! Not very professional.

 

[disneylove69]

It may have been work releated.

We expect our call center employees to multitask. They help you on the phone while they help someone else in IM or email - or do other work in IM or email. I think its a stupid idea - but its all the rage in call centers right now in order to reduce labor and put more calls through an hour. And its exactly that, we are trying to use those down cycles of them waiting for the right computer screen to come up.

My friend works at a call center and are required to cross sale 4 products and say the person's name at least a dozen time during the call. How dumb. As a consumer I find this as irratating as being asked to get a company's credit card every time I try to buy toothpaste.

 

[TDC Nala]

A lot of businesses - especially those that allow telework or have offsite call centers - use instant messaging for employees to communicate with each other or the "head office." Since you can't tell whether the instant messaging (if that's what it was) was personal or business related, there's really no concern I can see here.

It's entirely possible your phone CM was in a call center or even teleworking from home or a telework center.