RUDE CM's today!! UGH

[the_princess]

Ok I didn't think about how the crowds would be... I understand that you don't want to waste a day on that... I didn't know that it was a whole day thing!

 

[goofy4tink]

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!

Absolutely right!! I was there for the holiday taping two years ago. It is only MK, and Main St. at that, that is impacted by the taping on Sat. The taping is the first Sat in Dec...at least that has been the case in recent memory. I have gone to MK after lunch on taping day and it truly wasn't all that bad. But, there were only two of us, both adults, so didn't have to worry about dragging little ones through the shops in order to avoid the folks on Main St doing the taping.
On Friday, they are taping the Castle forecourt shows as well as other acts throught out the park...there is little to no impact there.
If you go to WDW during this taping period, a few things to keep in mind....don't head to MK on that Sat morning. For those of you that want to try and be curbside for the taping and then be 'on TV'..be aware that those spots are filled first thing in the morning, by those who have been chosen beforehand...usually well before the taping date. Others that are entering MK will be directed through the shops rather than along the sidewalks. Then, secondly....if you choose to do MK on that day, just head to the 'lands' behind the Castle. Once you get off Main St and away from that central hub, you'll be fine.

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.

I'm one of those who has been 'frequently'...and I had to call CRO just last week to add a few days to my Dec reservation at POP. I got 'Elroy' as a CM...he was originallyt from NH and commented on my 'lack of accent'..to him I have no accent!!! We must have talked for more than 8 mins as he made the changes to my reservation. I have to think that he knew if he wasn't going to make a quota by talking to me overlong. How very sad that the CM's would have to be abrupt and short, rather than personable and fun. Taking 10 mins, and being fun and helpful vs 6 mins being short yet helpful..nope I would think that those extra 4 mins would be well spent.

 

[dixiedizfan]

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!!

Disney does know; you just happened to get a CM who didn't. And it's TGM's job to post accurate information on his site to help people plan their trips. His website is very reliable, and he makes updates whenever Disney changes their plans.

 

[kimmikayb]

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.

This is very interesting! I had no idea. No wonder they never want to chat with me!

 

[DRRluvsWDW]

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.

Interesting...
Could you explain the number of visits question in more detail? I have wondered why they ask that every time before your call gets sent through.

Do my phone calls "about an existing reservation" count against them? Are they annoyed because it isn't adding to their quota?

I have been calling frequently to add on days, and honestly about half of the CMs have had "attitude" in their voice and choice of words. I am not looking for chat either, its my phone minutes adding up. Of course no one is in a perfect mood all the time, but when you are at work (anywhere) you are expected to be kind and wise with your words. If you are dealing with "customers" of any type, employers expect you to be kind AND efficient.

 

[maxiesmom]

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.

I agree with you. Why can't people be happy with a straightforward answer? Why does everything have to be coated in sunshine and lollypops? I swear, people find the silliest things to upset them. A CM didn't know the answer to a question, and told you so. And you find that offensive?

 

[Endeavour105]

I agree with you. Why can't people be happy with a straightforward answer? Why does everything have to be coated in sunshine and lollypops? I swear, people find the silliest things to upset them. A CM didn't know the answer to a question, and told you so. And you find that offensive?

Perhaps the OP called when WDW had run out of "Pixie Dust" during the time it was on backorder...

 

[BensMom]

CM's are taught NEVER to say "I don't know." Eee Gads! Fingernails on a blackboard. Walt would turn over in his grave!

 

[FigNewton]

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...

We were there on Saturday during taping last year.

Not fun. Not in the least. Traffic was constantly being blocked for floats to pass by. Crowds were worse than when I've been in the summer. My wife and I had to lock arms just to get out of the park without getting separated in the crowd near the gate, at around 2:00. It wasn't all that bad for the first couple hours the park was open, but after that it was maddening.

We're going same time this year, but avoiding MK Friday and Saturday.

 

[NJmouse]

Went to www.lightshiptv.com today and it said they are once again taping the parade this year. It also said check back for info. So I will be checking their site frequently.

 

[Mike©]

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.

Just for some perspective. Disney film crews generaly don't feel the need to tell every CM on property what their filming schedule is or when the new Disney promo DVD is being shot. These are totally separate departments. TGM on the other hand has inside contacts and can be a good source for info.
Also, the parade filming is a closed event, so if you want to miss it, just don't go.

 

[KevinCG316]

Well said !!!!!

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

It is not my JOB to KNOW what it is like to work for "The Rat". We are calling to make reservations or get info for "The Happiest Place on Earth". What a way to start off your experience than with a rude CM.

 

[mum of two pirates]

This board knows more anyway. Just yesterday I called them (I know what was I thinking) and asked about special concerts anything going on while were there nov 28 tell dec 14. At the sports areana even. No sorry there was a slow pitch baseball but not anymore, UUUUUmmmmm what about pop warner days? No sorry that is not sche. this year, it has been in the past but not this year. Are you sure When we made our ressie the lady was taking about that there will be lots of then at our resort. Let me check with recreation dept. (put on hold bask a few min later) Nope sorry mam not sch. this year. O.k. thanks for looking for me have a nice day. See they just dont know. No pop warner what ever that would be like heaven at disney for some people. but its not going to happen as there is pop warner, they just dont all know about it.

 

[FoggyToad]

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.

Since when is saying "I don't know" considered rude?

 

[scanmom]

on how the "I don't know" was said. The impression that I got from the OP is that it was said in a rude, short, curt kind of way. That would make me angry. I don't care if a CM is having a bad day, it should not show to the customers. And if it does, then that CM should be reprimanded. If it is a regular occurance with a particular CM, they should be let go. That is what would happen where I work. If there are repercussions to an employees poor behavior toward customers, they would try harder to be "nice". Just my 2 cents!

 

[streudel423]

Since when is saying "I don't know" considered rude?

It really was in the WAY the CM's responded. That's fine with me if they don't know, but they gave the impression that I was wasting their time and that they could careless if I ever got an answer. Many of us who visit Disney frequently or buy Disney products know how a trip costs a few thousand dollars. For the amount we are paying and have paid to Disney, I believe I deserve a bit of respect. I've "paid" more than enough for a courteous answer. It was fine if they truly didn't know, but their attitude could have been presented in a totally different manner.

Thanks to everyone for the info tho! I appreciate it! I didn't mean to cause an argument on here! lol. I love these boards! Just had to vent!!

 

[maxiesmom]

CM's are taught NEVER to say "I don't know." Eee Gads! Fingernails on a blackboard. Walt would turn over in his grave!

I'm sure Disney as a company does many things today that would make Walt roll over in his grave. Just as I'm sure Walt didn't envision people answering phone calls for his company from their own homes. Or from overseas.

There are things worth getting upset over. A person at a call center, even if it is a Disney call center, saying "I don't know" is not one of them. Now if they said " I don't know and don't bother me again!" that would be worth being upset over. An honest "I don't know" is not.

OP--if you ever get a nasty person on the phone, or an answer that you don't find sufficient, hang up and call back. I have found most of the people at their call center to be very nice.

 

[Lynne M]

I agree with you. Why can't people be happy with a straightforward answer? Why does everything have to be coated in sunshine and lollypops? I swear, people find the silliest things to upset them. A CM didn't know the answer to a question, and told you so. And you find that offensive?

Again, I wasn't speaking about the OP....I've just read SO many posts that complain about their experience at check-in, or on the phone, and say something like, "oh, they were polite enough, but they weren't very magical"

I used to work in customer service. In any other business on the planet, good service means that you are polite and pleasant when speaking with the customer, and that you fulfill the customer's request efficiently and accurately. Only at Disney, does there seem to be this extra need to be 'magical'. I don't think customers expect 'magical' when they call for a reservation at a Marriott, or even a Four Seasons.

There's a very strong emotional component to Disney vacations (which Disney marketing is spectacularly good at encouraging). As a result, Disney employees are held to standards that no other hospitality industry employee needs to meet. So some people take it personally when the front desk CM doesn't act like their long-lost sister just walked up to the counter.

Granted, Disney has set very high standards in customer service....their reputation for service is good enough to be marketable in and of itself. It's just interesting to think about.

 

[bytheblood]

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]

It is funny you say that because I called one day last week and there was a cat meowing in the background and I could hear loud Latino music, but no people.

Yes, I am being serious about the cat (well, the music too)!

 

[BensMom]

Things coated in lollipops is why Disney is Disney and is what sets Disney apart from almost every other company in the world. This is why some municipalities around the State of Florida are sending THEIR employees to Disney Institute to learn customer service. Saying "I don't know" is NOT acceptable at Disney. I don't know, followed by..."but I can find out for you" is an acceptable answer at Disney.