off to neverland
DIS Veteran
- Joined
- Aug 21, 2004
- Messages
- 703
Have any of you been absolutely blown away by the level of service you've received from some of the CM's at MS?
I just hung up with Roxanne from MS. This was my third contact with her in the last two days, and she is the most competent, professional, and quick person I have ever spoke to at MS. I've been satisfied with the CM's that work for Member Services, but the level of professionalism that Roxanne displays is phenomenal.
Have any of you dealt with her?
Here's what impressed me about her:
1) For the past six months, all my confirmations have been going to my mom's address. I have asked, begged, and pleaded with at least 5 CMs at MS to fix this and have the confirmations sent to my home, and each time have been assured it was fixed, only to discover yet another confirmation sent to Mom instead of me. Roxanne was able to identify the problem in 20 seconds, and fix it, and I am at last completely confident it has been done! (I guess my DH's address was listed at my mom's and I was listed at home? No one else picked up on this before...)
2) I'm planning for a party of 10 in May, and most of the people are coming in on seperate flights. Yesterday when I spoke with MS about Magical Express, it took FOREVER to add a few flight changes, and the CM didn't seem to concerned or excited about helping me update the plane info. Today when Roxanne and I spoke, she took the initiative on her own to ask me about and check the Magical Express info I had given the previous day. It took about one minute for her to verify 10 peoples' flight info, and we even found a few mistakes. I was quite impressed at how quick she was working with the Magical Express info, since it seems that CRO and MS labor through this usually and often put me on hold while they mess around with it.
3) OUr reservations for May are a mess to read, because I booked the vacation in small parts, adding on rooms and taking off rooms. There are a lot of cancellations and linked reservations and usually when MS looks at this, it takes quite a while to sift through the info. Roxanne was amazingly fast~ She was able to glance at her screen and rattle off the comings and goings of ten people moving in and out and by the end of the conversation was speaking about the members of my group with complete familiarity of their room plans! .
4) Last, after all this, we were getting ready to hang up and out of the blue she said, "I'm looking at a reservation you have in December. YOu don't have any names on it, wanna add them now?" Talk about going the extra mile!
I just hung up with Roxanne from MS. This was my third contact with her in the last two days, and she is the most competent, professional, and quick person I have ever spoke to at MS. I've been satisfied with the CM's that work for Member Services, but the level of professionalism that Roxanne displays is phenomenal.
Have any of you dealt with her?
Here's what impressed me about her:
1) For the past six months, all my confirmations have been going to my mom's address. I have asked, begged, and pleaded with at least 5 CMs at MS to fix this and have the confirmations sent to my home, and each time have been assured it was fixed, only to discover yet another confirmation sent to Mom instead of me. Roxanne was able to identify the problem in 20 seconds, and fix it, and I am at last completely confident it has been done! (I guess my DH's address was listed at my mom's and I was listed at home? No one else picked up on this before...)
2) I'm planning for a party of 10 in May, and most of the people are coming in on seperate flights. Yesterday when I spoke with MS about Magical Express, it took FOREVER to add a few flight changes, and the CM didn't seem to concerned or excited about helping me update the plane info. Today when Roxanne and I spoke, she took the initiative on her own to ask me about and check the Magical Express info I had given the previous day. It took about one minute for her to verify 10 peoples' flight info, and we even found a few mistakes. I was quite impressed at how quick she was working with the Magical Express info, since it seems that CRO and MS labor through this usually and often put me on hold while they mess around with it.
3) OUr reservations for May are a mess to read, because I booked the vacation in small parts, adding on rooms and taking off rooms. There are a lot of cancellations and linked reservations and usually when MS looks at this, it takes quite a while to sift through the info. Roxanne was amazingly fast~ She was able to glance at her screen and rattle off the comings and goings of ten people moving in and out and by the end of the conversation was speaking about the members of my group with complete familiarity of their room plans! .
4) Last, after all this, we were getting ready to hang up and out of the blue she said, "I'm looking at a reservation you have in December. YOu don't have any names on it, wanna add them now?" Talk about going the extra mile!
