Rude CM's

[Harmony]

The stories she could tell!

Please don't be offended because someone is being honest (maybe a little too honest) about the difficulties of dealing with the public for hours and hours and hours on end each and every day.

Congrats to your daughter!

I have worked with the public before and yes, it's one of the hardest jobs around!

Still, there is no need for posts that provoke people by calling the guests names. No need for that at all.

I honestly don't think people are being offended by the fact that CM's work long hours...we know that and appreciate it. Or the fact that it's hot and often they are dealing with people that don't even bother to utter a small "thank you." It *is* a hard job..truly. And it's also a job that doesn't pay much. And I am more than positive that there is a whole other 'side to the story' and that CM's have their share of horror stories.

Still, that is no excuse to post on a guest forum and complain about the guests. If a CM is truly bothered by a particular guest, then they need to speak to their immediate supervisor..*not* to other guests. KWIM?

 

[HollisterSweetie]

Honestly, you can all grill me if you want to. I don't care.

For those who said I wasn't "cut out for that job" ... How about my managers still call me and beg me to come back because I actually knew what I was doing.

Secondly, yes, we do have breaks. They are 15 minutes. And sometimes, we're on stage for like, oh 3 1/2 - 4 hours even though the labor laws prohibit anything more than 2 1/2 or 3 hours I think.

Next, hearing problems. Not everyone has a hearing problem. For example, a husband actually poked fun at his wife for asking me the same question another guest asked me in front of her. He actually stood up for me.

People are expecting these perfect vacations where the characters frollic up to their children and go on the rides with them and blah blah... Disney World is my favorite place in the world and I was fortunate enough to work at an attraction that people actually consider the highlight of their trip. While you think that rudeness should not be accepted at all, I don't think that CM CONSIDERATION would hurt. Some guests just do NOT seem to care for the CMs at all, and THATS where the real problem is.

It's getting so out of control with guests, hours, crowds, etc. that WDW Co. actually loses more CMs than it can hire. They are desperate for workers.

And that's sort of a good thing because as much as I'd absolutely hate to see it happen, maybe some things would have to shut down.

If you can't handle me speaking the honest truth well then sorry. But for WHOEVER said that I was one of the rude CMs, that was the absolutely rediculous. In 4 months I got 6, yes S-I-X Great Service Fanatic awards. Those are usually when guests compliment CMs.

I will admit that I don't know everything about Splash of Frontierland, but I sure as heck LOVED my job and did a FANTASTIC job at it.

Here's food for thought: Splash is supposed to seat 1800 guests per hour. For Easter weeks our target goal was 1980. When I was in the station at Unload, one of the more difficult station positions, we sat 2070 guests in one hour. If I really "hated my job" and "wasn't cut out for it" then I really don't think I'd have been that into it and moving everyone along as well as I did.

I'd go back there in a heartbeat for the simple fact that my managers told me they'd keep me in Tower, Merge and all the Station positions. That's where all of the action is and that's where I thrive the most. Especially when the ride breaks down and I get to evac locations in the mountain. When most CMs are all cranky to evac and guests are furious, I actually got a Service Fanatic award because I helped calm a little boy down.

So before you go making assumptions of me, remember what happens when you assume...

All of your posts on this thread are speaking more for yourself than I could've said. I guess all of us "clueless" guest are a bit RIDICULOUS for thinking your comments are uncalled for, out of line and classless then eh?

This thread is becoming incredibly off topic....

 

[MaryKatesMom]

I've worked customer service for many years and perhaps we're missing the point of disprincess717 posts - that sometimes we forget that CM's are human and will often have a bad moment, not to mention that even if you are being polite and doing your job, your actions can be missinterpeted.

Many years ago while working Burger King (a job I enjoyed BTW) I politely and with a smile asked some dithering couple to move to the side while I take the order of the people behind them. Really, why do people wait until it is thier turn to order to decide - look at the menu and have your order ready -gesh. It was lunchtime, the line behind them was growing, if I didn't care I wouldn't have said anything, but of course the man was very rude, wouldn't let me do that, demanded he had the "right" to take his time etc. while the people behind him were very angry. The next guy to give his order, says something kind to me and I smile and say "Well, we are trying to make this fast food." Rude guy loses his mind screaming at me. My manager kisses his butt but after he leaves apologized to ME because the guy was way out of line and I worked my azz off.

To this day - I can not stand it when people are rude to workers, so when a guest was yelling and fighting with a CM at MK that the animals at AK are fake - I had to step in and defend the CM who was do a great job of keeping his cool.

My point is that no one is perfect and maybe if the second guy in line had also been difficult, I might have lost it. You never know what has happened moments before your interaction with a CM.

 

[Harmony]

perhaps we're missing the point of disprincess717 posts - that sometimes we forget that CM's are human and will often have a bad moment

I think we all get this. We've all agreed that working with the public is difficult and that CM's are only human. Still, there is a line that should not be crossed and "losing" it with a guest is one of those lines. If a CM or any other employee has an issue with a guest, that's what their supervisors are there for. "Princess" has also crossed the line by complaining and degrading guests on a guests forum. Her/his posts are just mean-spirited.

 

[Beca]

I think we all get this. We've all agreed that working with the public is difficult and that CM's are only human. Still, there is a line that should not be crossed and "losing" it with a guest is one of those lines. If a CM or any other employee has an issue with a guest, that's what their supervisors are there for. "Princess" has also crossed the line by complaining and degrading guests on a guests forum. Her/his posts are just mean-spirited.

ITA!! I think everyone recognizes that working with large crowds can be VERY stressful!! I used to be a flight attendant, and as a teenager I worked for 5 years at Six Flags Over Texas, one year of which I spent loading a boat that seated 1800 people per hour. And yet, as much as I sometimes wanted to....at both jobs I KNEW I had to be nice. It's not about pay (both jobs started at a low salary, Six Flags paid LESS than minimum wage), it's about being "honorable". Were guests sometimes idiots, or rude? Sure!! That's life. But, 15 years later...all I remember was the fun times and fun friends I had at the park (that, and my sweet boyfriend that I met there).

However, the only employees I have ever seen "lose it" are the ones that are too immature to be there anyway. And, it could be that you were amazing on the job, but your anger here on the boards shows that WDW was indeed the wrong place for you at the time you were working there. Making others happy on a day to day basis made you very unhappy and angry on the inside...otherwise, why would you be so bombastic in your posts?

You seem very young (by the way you write). I think you might've had a very different experience twenty years from now. I hope you find jobs in the future that you find fulfilling, and fill you with joy, not anger.



Beca

 

[Fitswimmer]

Please don't be offended because someone is being honest (maybe a little too honest) about the difficulties of dealing with the public for hours and hours and hours on end each and every day. I have and always will expect excellent service at WDW, but when you hear the 'other side of the story' it's an eye opener that's for sure.

I can only remember one slightly negative CM incident in all my trips to WDW-but I could list a large number of rude guest incidents just from my last 3 day trip in June! I can't believe the attitude that these CM's put up with all day long from rude guests! We were in line for the parade, and this family pushed their way past a queue of folks waiting patiently on the curb and proceeded to sit in front of a family on the curb! A CM came over and asked them to please find another site because they were too far out in the road for the floats-this guy gets in the CM's face and give him a LOAD of attitude and finally some "man with a tie" came over and got the rude guest and family out of the road. As they were walking away, everyone started cheering and wouldn't stop until the CM took a bow. He never lost his cool, never got nasty back, even though the guy had to be literally spitting in his face. I know I could never do that job and I have great admiration for the CM's.
I hope everyone who is quick to report a rude CM (which is the right thing to do) is just as quick to send a note or stop at City Hall to report a CM who has gone "above and beyond". I know a few of us stopped at CH after the parade incident!

 

[mom2minniemouse]

~ ~ ~ ~

Okay, and $5.25 back then is equivalent to what nowadays? I got paid $6.40 and we just got a raise a month before I went down there to work! So yes, you were lucky when you got paid that wage. We, however, were not.

You also had the luxury of air conditioning. I, however, did not. So when you as a guest could go seek shelter in an air conditioned building I got to stay outside in the awful heat.

Guests also can complain to Guest Relations and then CMs get in trouble with their managers. A friend of mine once got reported to Guest Relations, and do you want to know why? Because he told the guests that the railroad was closed for the evening due to fireworks. They claimed that "he was very sarcastic." He was NOT sarcastic because he asked me and I told him that the railroad was closed for the night.

CMs put up with clueless guests from the moment we clock into CDS until the moment we clock out from CDS.

And trust me, being asked 5 times in a row, back-to-back, when you could HEAR me say the first time where the FastPasses are located, sorta puts a damper on your day.

And so does working 14 hours straight.

So once again, I ask to please cut CMs some slack. I guarentee you're not all sunshine and roses, either.[/QUOTE]


First off, I'm not THAT old. LOL! So the $5.25 in "today's" money would probably STILL be equivalent to just a little over minimum wage. (I worked hard and stayed at the same job for seven years so, yes, I made a hair over minimum. LOL!)

Who said anything about having air conditioning? LOL! I worked half my day in a kitchen that was, at minimum, 120 degrees fahrenheit. The other part of my day, I spent in the ice cream/takeout stand, which was NOT air conditioned. Oh, and I sometimes worked 16-hour shifts. LOL!

STILL, you were being paid to answer all those questions, even if that meant answering them five times in a row. LOL! If that wasn't your calling, then you could have easily made your way through college working in a cubicle in an office building somewhere where you didn't have to talk to people other than your co-workers. Seriously, your post made it seem as if you were an indentured servent somewhere. LOL! You chose the job! LOL! Either control your own destiny or DON'T WHINE ABOUT IT LATER! LOL!

 

[RickinNYC]

Honestly, you can all grill me if you want to. I don't care.

....

So before you go making assumptions of me, remember what happens when you assume...

A very good friend of mine recently left her job at Disney World. She would toss me for a loop whenever she told me stories of some of the worst guests imaginable. I have to admit that I pretty shocked! Yikes! Some guests are indeed not particularly bright and could definitely benefit from taking a few classes in proper social protocol.

Nevertheless, knowing my friend as well as I do, I also know that she was nothing but polite, would give a huge smile at these folks, and hold her tongue and attitude. She never gave back what she received. She went over the top in providing a high level of service. It was rare that someone could really push her buttons. I've seen her in action and I was nothing but impressed.

But still, she would stew at the end of the day at all the rudeness, the idiocy and the out and out selfish attitudes and behaviours displayed by guests. She would feel outraged, angry and incredibly upset.

She happens to be a DIS board member as well and has never posted anything along the lines that you did, however, Disprincess. She never blatantly insulted guests, she never called them stupid on this board, she never went to the next level to disparage anyone. You, disprincees, did. You went to the next level and went out of your way to do so and yet, you feel upset that others are now calling you on your attitude problem?

Don't feign indignation. You seem like an intelligent person. And just like you said, "So before you go making assumptions of me, remember what happens when you assume..." (your quote), we can all say the same. Are you not assuming that the vast majority of guests are stupid, etc...? You said as much. Aren't you assuming? I suggest you stop.

That said, I strongly advise you as a fellow DIS member to put a hardcore stop to your insults and keep this thread on its track. As a DIS mod, I strongly advise you to follow the credo, "if you can't say anything nice, don't say anything at all."

 

[micknpluto]

I personally have never encountered a bad CM experience. I can tell you from all of the trips I've taken to the world...IMO the Guests are absolutely ruder then the CMs. I have felt so bad for them at times when I have witnessed rude obnoxious guests the way they treat them. I always want to say something in defense of the CM but I just keep my mouth shut and mind my own business.

 

[MandaPerry]

All the CM's should be treated politely and considerately at all times. However, that respect goes both ways. You should have kept your vent to your family and the other CMs. Some of us actually LIKE to believe that the CMs are a part of the magic and actually work there because they like the guests and "want" to interact with them. The ones that think guests are clueless should look elsewhere for a job, these "clueless" guests pay your salary, princess. Got any more Disney myths and magic you can stomp on so that you feel a little better about pouting and complaining?? "That's" the sense of entitlement that bugs people about CMs sometimes. And, yes..I'm quite surprised you got commendations for having a snitty attitude. And, no...as bitter as you are, you couldn't possibly hide it from people.

Okay I with you guys until this post. the poster is saying its okay for guest to start a post complaining about rude CM'S but when a CM defends or trys to explain away some of the rudness you get upset. And you are all getting kind of personal. There is never an excuse at rudness and trust me if anyone made a comment on my familys healthy size I would have thrown down right there. I am sure if I think back on some of my trips I can find a rude CM or two but why should I dwell on them i'd rather remember the good times i had with family and friends JMHO

 

[Yacht Club Family]

Okay I with you guys until this post. the poster is saying its okay for guest to start a post complaining about rude CM'S but when a CM defends or trys to explain away some of the rudness you get upset. And you are all getting kind of personal. There is never an excuse at rudness and trust me if anyone made a comment on my familys healthy size I would have thrown down right there. I am sure if I think back on some of my trips I can find a rude CM or two but why should I dwell on them i'd rather remember the good times i had with family and friends JMHO

Excuse me...wrong. I started out saying that the respect should go both ways. The CM's comments were anything but respectful and were generalized toward everyone. CM's can complain all they want, but not so rudely as to call names and not to the very same people they are complaining about, unless they want someone to disagree with them. Which I did, and still do.

JMHO.

 

[anneofgreengables]

We all agree that CMs, like many in other customer service fields, deal with low pay, long hours, less than ideal working conditions.

We all agree that some guests can be just as rude to CMs and don't treat them with the same consideration and respect they expect for themselves (just check out the other disboard threads about shocking and silly things seen and heard at the parks).

We all agree that there are plenty of nice CMs, who treat guests professionally and show pride in their job by doing their best despite the working conditions.

None of those things are the issue, however. What people don't agree with is the assertion that CMs have the right to be rude to guests because they have to answer the same "stupid" questions over and over.

It's not about a CM having to defend themselves from a verbal assault or physical attack from an unruly guest. That's a whole different scenario, which may require a different response, and is not the situation brought up here.

It's about having to answer the same "stupid" questions from "clueless" guests over and over and other guest-CM interactions like that. In these kinds of situations, CMs supposedly have the right to be rude to these guests. These guests are only getting what they deserve.

That's what's in question here.

 

[Fitswimmer]

It's about having to answer the same "stupid" questions from "clueless" guests over and over and other guest-CM interactions like that. In these kinds of situations, CMs supposedly have the right to be rude to these guests. These guests are only getting what they deserve.

I do not agree that anyone who works in a customer service field has a right to treat a guest rudely in those types of cases. I do understand a CM needing to vent after a long day of "What time is the 3:00 parade?" type questions, but that's different than treating people badly. You can always find ways to vent in appropriate surroundings-scream in the car, call up a friend-but you can't insult a guest/customer and expect to keep your job.

Off topic, but I can't help remembering my volunteer experience answering phones in the rectory office one Christmas Eve day and counting 45 calls asking "What time is Midnight Mass?" I know that some parishes have their "Midnight" mass at earlier times-but the question always made us laugh.

 

[anneofgreengables]

I do not agree that anyone who works in a customer service field has a right to treat a guest rudely in those types of cases. I do understand a CM needing to vent after a long day of "What time is the 3:00 parade?" type questions, but that's different than treating people badly. You can always find ways to vent in appropriate surroundings-scream in the car, call up a friend-but you can't insult a guest/customer and expect to keep your job.

My point exactly. And that "Midnight Mass" story is funny.

 

[katytrott]

Next, hearing problems. Not everyone has a hearing problem. For example, a husband actually poked fun at his wife for asking me the same question another guest asked me in front of her. He actually stood up for me.

While you think that rudeness should not be accepted at all, I don't think that CM CONSIDERATION would hurt. Some guests just do NOT seem to care for the CMs at all, and THATS where the real problem is.


...

I'm not doubting for a minute that you and all the other CM do a fantastic job, one which I am most grateful to you for, and you are totaly right about the rudeness you all have to endure. There is a whole thread I read about the awful things some Dis members have seen people do and say. Unfortunately, that is the point of customer service, dealing with the good and the bad, however awful that may seem, particularly given your working conditions.

My question is how do you know which guests are hard of hearing and which guests are not, and which guests cannot read and which guests can? I wonder if it would be best to treat all guests equal and answer their questions a thousand times a day because you just never know. I think even the guests who aren't deaf and can read may not be paying attention because their kids might be being naughty, they are too busy chatting and having fun with loved ones, etc. If that was ever me, which is quite likely, I apologise for annoying you or your colleagues. I am just grateful that the CMs that answered my father's dumb questions (he's a bit slower nowadays) remained chearful with him.

I think the people that posted stories of rude CMs on here all believe you do a wonderful job and under bad conditions, but I just don't believe that bad conditions were the cause of some of the things that were said to the guests. Do you? Please remember that while there are some really awful people out there that you have to deal with, there are equal amounts of genuinely nice families who just make honest mistakes, lets face it, we all do. I bet every CM who has to put up with our mistakes, makes their own when they are on holiday.

It is nice to be reminded what you guys go through but I really don't think your post was needed on this thread. The people posting here were mentioning the CMs who are obviously nasty regardless of their working conditions. Thankfully, they are in the minority at WDW.

 

[Syrreal]

As a small side note, "What time is the 3 o'clock parade?" is not really a "stupid" question as it depends where you are sitting/standing when the parade will actually get to you, at 3 or really at 3:20.

 

[Talking Hands]

1. Secondly, yes, we do have breaks. They are 15 minutes. And sometimes, we're on stage for like, oh 3 1/2 - 4 hours even though the labor laws prohibit anything more than 2 1/2 or 3 hours I think.

2. Next, hearing problems. Not everyone has a hearing problem. For example, a husband actually poked fun at his wife for asking me the same question another guest asked me in front of her. He actually stood up for me.

1. My husband worked retail and a break after for hours was the standard. I work as a teacher and frequently get NO break. With the students from arrival to dismissal including lunch. At lunch I serve as their communication with the lunch room staff so end up eating with my kids. I work special needs.

2. I wasn't saying everyone is but you should not be the one to judge whether or not they do. It is not visible. Not all wear hearing aids, in fact, many do not especially in the parks in the summer as sweating can damage your aids. I can't because of an allergy to the rubber covering that is used to prevent damage from water and sweat. Since it is your job to answer the questions answer them and get on with it.

I don't expect a perfect trip to WDW. I go far to often to expect that. I do expect not to be yelled at by CMs because I can't understand them, or to be yelled at when I ask them to step closer so I can read their lips. In fact there is never a time I expected to be yelled at by a CM unless I am in immediate danger of injury and then I would appreciate being warned. I appreciate CM who look directly at me when speaking, don't constantly look away, and DON'T yell (it distorts speech and makes it harder to understand) I also really appreciate the CM who pulls out a pad of paper and pencil if I amnot understanding and writes to out for me or finds a CM who can sign.
I've had many magical things happen at Disney. Many more than rude but often it is the rude experiences you remember the most.

 

[SyracuseWolvrine]

Here's food for thought: Splash is supposed to seat 1800 guests per hour. For Easter weeks our target goal was 1980. When I was in the station at Unload, one of the more difficult station positions, we sat 2070 guests in one hour. If I really "hated my job" and "wasn't cut out for it" then I really don't think I'd have been that into it and moving everyone along as well as I did.

I'd go back there in a heartbeat for the simple fact that my managers told me they'd keep me in Tower, Merge and all the Station positions. That's where all of the action is and that's where I thrive the most.

Just like sometimes Mickey is a girl and Tink is a boy...

Well, since you're such a great cast member, I'd like to ask you a few simple questions about something that I'm sure was covered many times during your training. Think back to Traditions. They handed you a card, and printed on the card were 7 "guidelines", and these 7 "guidelines" are the key to working at Disney World. Can you name all 7? Can you name all 7 without looking at that little card (if you even still have it)? And if you can name all 7 (with or without the card), why are you ignoring them?

Just something to think about.

 

[FlowersChild]

I am going to keep my opinions to myself. In fact I was not even going to post on this thread, but I just want to wish peace for EVERYONE

 

[marconat]

Well I can't even remember seing a CM rude on my trips, but I am so happy in being there, and I also try to give them a little bit of magic to their days... I know it's hard to work there, but I do joke with them and give thanks and my daughter even brought some thank you notes and gives them to the CM that do a good job... it's brings a little smile to everyone. I know I called management a few times and told them such and such CM really did a good job etc.... I hope that brings them something...