RUDE CM's today!! UGH

[streudel423]

I have been on the phone trying to get info on the Christmas parade taping dates, and all I have put up with is RUDE phone CM's!! They are so ignorant about helping me, and when I ask where I can get more info, they literally just say, "I don't know." We have always had WONDERFUL experiences with CM's at the parks and resorts. What is with the customer service reps on the phone? Anyone else experience this?

I have heard that the Christmas parade taping will probably be the first weekend in December, which would be Nov 30-Dec 2 this year. I have ALSO heard that it is always the first FULL weekend in December, which would be Deceber 7-10. Our trip falls between these dates, and I want to make sure we aren't schedule to be at Magic Kingdom when it'sbeing taped.

 

[dixiedizfan]

You should sign up for TourGuide Mike, because HE knows (Nov. 30 - Dec. 2), and he offers good advice for park touring during that time.

 

[the_princess]

I'm sorry to hear that you had a bad experience on the phone Why don't you want to be there when they tape? (it's ok if you don't want to answer) I just think it would be a fun experience...

 

[streudel423]

dixie-- (this is going to sound sarcastic since you can't hear HOW I"m asking it in person, but I don't mean it sarcastic!! lol ) But, how does TGM know if Disney world doesn't even know yet? Again, I'm just curious, not being sarcastic. thanks!!

the princess--I have just heard it's a mad house at MK and that you have to get there SUPER early to get a good spot. Since it's just me, mom, and dad, we aren't that interested in standing around all day to watch a parade being filmed. We would rather be riding rides and not fighting crowds.

 

[Hannathy]

Maybe they JUST DON'T KNOW. I don't understand why people think a simple worker has to know everything including obscure things most callers would never even think to ask. I don't Disney tells them every single date and time to everything going on at the entire Disney properties-that would be pages for them to weed thru every day.

 

[ChrisFL]

I'm sorry to hear that you had a bad experience on the phone Why don't you want to be there when they tape? (it's ok if you don't want to answer) I just think it would be a fun experience...

After being there during taping last year, I can understand why you wouldn't want to be there during it.

Main St. is impossible to get through, in fact they had people moved behind main st. to the backstage area to get to the rest of the park. The taping of the parade is about 6-8 hours and its verrry slow moving

 

[Mickiethepooh]

What Department did you call? I got the impression the last several times I have called reservations, that these people at least are working out of their homes instead of in an office somewhere full of reservationists. That may be incorrect, but I have heard some strange things in the background and not the usual "chatter" you get in a regular reservation office, [I used to work in one]

 

[BeckWhy]

Maybe they JUST DON'T KNOW. I don't understand why people think a simple worker has to know everything including obscure things most callers would never even think to ask. I don't Disney tells them every single date and time to everything going on at the entire Disney properties-that would be pages for them to weed thru every day.

This is probably true, but I would assume that it is getting about that time where people will want to book their vacation for that specific taping so they can be present during it, so I would assume Disney would send out some sort of memo informing it's cast.

On the flip side, I believe the CM could have reacted differently than a straight, "I don't know." They could have been much more polite in their response.

I also think rudeness is in the eye of the beholder. There are several things people do and/or say that can be interpreted differently by many people. But I do think that people hold Disney to a higher standard and don't expect an answer of, "I don't know." I mean, perhaps they don't know... but they could have said something like, "I am truely sorry, but I do not know the answer..." or whatever.

 

[beattyfamily]

MK will only be affected on Saturday, December 1 on Main Street. The rest of the park will be the usual Saturday crowds.

There will little to no affect on Friday and Sunday.

Hope this helps!

 

[labattblue]

Maybe they JUST DON'T KNOW. I don't understand why people think a simple worker has to know everything including obscure things most callers would never even think to ask. I don't Disney tells them every single date and time to everything going on at the entire Disney properties-that would be pages for them to weed thru every day.

PS Disney has thousands of employees. Do you really believe every single one of them is going to be happy go lucky every minute they are on the clock?

 

[Racemom17]

We were there last year...arrived on the 27th of November...the parade taping was that Friday the 1st of December....so going by that I would assume this year the parade would be 30th of November....but I could be wrong...since it is not technically December they might wait a week?

 

[beattyfamily]

We were there last year...arrived on the 27th of November...the parade taping was that Friday the 1st of December....so going by that I would assume this year the parade would be 30th of November....but I could be wrong...since it is not technically December they might wait a week?

It's usually on a Saturday unless there's some kind of scheduling problems.

Friday is usually the singers and dancers on the Castle stage and Saturday is usually the actual floats and Regis and Kelly being taped.

Once, due to a blizzard in NE, the taping of the actual parade was moved Sunday due to Regis and Kelly getting into Orland late.

I got to see Vanessa Williams and John Hurley on the Friday in 2005. That was fun!

 

[Lynne M]

But, how does TGM know if Disney world doesn't even know yet? Again, I'm just curious, not being sarcastic. thanks!!

Oh, I'm quite sure that Disney knows. This particular CM didn't know. Or, perhaps, the CMs weren't allowed to release that information publicly yet. Disney may not feel that the plans are nailed down well enough to be giving out an official date.

WDW is a vast enterprise. No one CM can know the answer to every question. I've also found that the phone CMs are not always as well informed as the on-site CMs. I think most of the call centers are off Disney property, and some may even be in other states. So they're not as 'plugged-in' as the CMs that work in the parks and resorts.

 

[Lynne M]

PS Disney has thousands of employees. Do you really believe every single one of them is going to be happy go lucky every minute they are on the clock?

A very good point. I'm not referring to the OP at all here, but I've seen so many comments on these boards from folks who seem to expect every CM they deal with to be insanely cheerful and entertaining, even if they're working the front desk at a resort or taking dinner reservations. I want the people who do those jobs to be pleasant, efficient and professional. I want them to focus on getting me checked in properly, or correctly recording my ADR, and leave the entertainment to the people in the parks who sing and dance for a living.

 

[dizneydiva2005]

PS Disney has thousands of employees. Do you really believe every single one of them is going to be happy go lucky every minute they are on the clock?

Yes!!

 

[scanmom]

Even if the CM didn't know, there is a way to be nice about it. "I don't know" sounds short and curt, and I wouldn't like being told that either. The CM could have said " We haven't been given the official dates for that activity yet, I would suggest calling in a week or two". That would have been much nicer than the "I don't know" that the OP got. And as far as all CM's being happy and cheerfull all day long, every day.... IT"S THEIR JOB TO BE CHEERFUL.... on EVERY call. I am very nice and helpful to EVERY one of my patients... every day. And alot of them are mean, rude people while they are getting their tests done.... I am still nice to them. It's part of my job to help them through the test, cheerfully. I think if I can do some of the things I have to do with a smile on my face, it would seem pretty easy to be cheerful on the phone!

 

[jdb0822]

keep in mind that when you call disney you may not be getting someone in Florida, last person I spoke to was in Illinois.

 

[labattblue]

Even if the CM didn't know, there is a way to be nice about it. "I don't know" sounds short and curt, and I wouldn't like being told that either. The CM could have said " We haven't been given the official dates for that activity yet, I would suggest calling in a week or two". That would have been much nicer than the "I don't know" that the OP got. And as far as all CM's being happy and cheerfull all day long, every day.... IT"S THEIR JOB TO BE CHEERFUL.... on EVERY call. I am very nice and helpful to EVERY one of my patients... every day. And alot of them are mean, rude people while they are getting their tests done.... I am still nice to them. It's part of my job to help them through the test, cheerfully. I think if I can do some of the things I have to do with a smile on my face, it would seem pretty easy to be cheerful on the phone!

...and is every one of the employees where you work also "super cheerful"? My guess would be that there are rotten eggs in every basket and the employees of WDW are no different. It is unrealistic to expect otherwise.

 

[TheRustyScupper]

1) Let's look at this objectively.
2) They probably do not know, and don't have time to look it up.

3) The longer you ask, the more money you cost them.
4) Too many such calls can cost them their job.

5) Sound strange?
6) Park/Resort Ressies folks are on a Quota system. (Cruise Line folks are different)
. . . newbie ressie people have the lowest quotas
. . . occasional-visitor ressie people have medium quotas
. . . annual-or-frequent visitor ressie people have the highest quotas
7) That is why you answer "number-of-visits" questions when you dial in.
8) They miss the quota, they get a notation.
9) Three missed months in a year can mean their job.
10) With such pressure for dollars/hour quotas, they can't waste time gabbing.
11) If you make quota, you can make up to double your hourly pay.

NOTE: As an example, some folks have a $1500/hour ressie quota. They have to make ressies that average $1500 for every hour worked during the month. Others are higher, others are lower. If they stop to gab, their "production" goes down, and they risk not making their bonus money, or even getting a notation. Also, at any time, the manager can audit the call. If the ressie person is found not "selling" they can get a notation. The new system is meant to add more selling time and reduce gabby phone calls.

 

[Endeavour105]

1) Let's look at this objectively.
2) They probably do not know, and don't have time to look it up.

3) The longer you ask, the more money you cost them.
4) Too many such calls can cost them their job.

5) Sound strange?
6) Park/Resort Ressies folks are on a Quota system. (Cruise Line folks are different)
. . . newbie ressie people have the lowest quotas
. . . occasional-visitor ressie people have medium quotas
. . . annual-or-frequent visitor ressie people have the highest quotas
7) That is why you answer "number-of-visits" questions when you dial in.
8) They miss the quota, they get a notation.
9) Three missed months in a year can mean their job.
10) With such pressure for dollars/hour quotas, they can't waste time gabbing.
11) If you make quota, you can make up to double your hourly pay.

NOTE: As an example, some folks have a $1500/hour ressie quota. They have to make ressies that average $1500 for every hour worked during the month. Others are higher, others are lower. If they stop to gab, their "production" goes down, and they risk not making their bonus money, or even getting a notation. Also, at any time, the manager can audit the call. If the ressie person is found not "selling" they can get a notation. The new system is meant to add more selling time and reduce gabby phone calls.

Well said !!!!!

Now...if MORE people REALLY knew what it really can be like working for "The Rat", they'd stop whining....