Rumors of Light (ROL discussion thread)

[Vernie822]

It's something I've never understood either.
I worked in a company that had phone agents. We had a single database we read from to get our info we gave out.
That way every single agent provided the caller with the same exact info.
And this was 20 years ago.
I know damn well Disney can do the same. Why they don't I have no idea.

It blows my mind that 5 people can call there and get 5 different answers.

 

[disfamz]

It's something I've never understood either.
I worked in a company that had phone agents. We had a single database we read from to get our info we gave out.
That way every single agent provided the caller with the same exact info.
And this was 20 years ago.
I know damn well Disney can do the same. Why they don't I have no idea.

Exactly! I can understand some CMs may be "more in the know" or even more willing to give out info than others but in general, on the same day, to say its "postponed indefinitely" AND "booking starts tomorrow" is just kind of crazy!

 

[kcpinwdw]

I called the IPO at the Poly today for a different reason and asked if they had heard anything, and they said they hasn't gotten any dates officially yet, and that "it's coming, but I don't know when." Oh well.

 

[gwynne]

Exactly! I can understand some CMs may be "more in the know" or even more willing to give out info than others but in general, on the same day, to say its "postponed indefinitely" AND "booking starts tomorrow" is just kind of crazy!

Crazy, indeed! Thank heaven we have this thread where we share information. Good thing we all are keeping an eye on things. It at least give us a slight chance of success even with completely conflicting information.

I'm starting to think they have some sort of CM 8-Ball that they shake and whatever turns up is the answer for that call.

 

[jimim]

i just called. cm said they know nothing. nothing at all. said check back tomorrow.

i asked if they had any info at all and she said no.

so either she didn't know, lied, or was just useless.

i'm going with useless. . .

jimi

 

[Jcon]

i'm going with useless. . .

That's not fair. He/she may not know, may not have been told anything, or may have been instructed to say just this.

 

[John Fitzhugh]

In my experience, Disney has several call centers. There are separate call centers for each of their departments, ie. dining, resorts, recreation, etc. During normal call volume times guest calls are directed to the appropriate call center for the guests' needs. However, during high call call volume times, the overflow is directed to the other call centers which may not be "in the know" about things outside of their concentration. I have experienced this on several occasions when comparing comments from different departments such as resorts and vacation packages.

 

[AngiTN]

I called the IPO at the Poly today for a different reason and asked if they had heard anything, and they said they hasn't gotten any dates officially yet, and that "it's coming, but I don't know when." Oh well.

I think the IPO offices are the last to know anything

 

[disfamz]

i just called. cm said they know nothing. nothing at all. said check back tomorrow.

i asked if they had any info at all and she said no.

so either she didn't know, lied, or was just useless.

i'm going with useless. . .

jimi

I think they're just so annoyed with everyone bombarding them with questions they're starting to plead the fifth so they can move on to someone who wants to eat ANYWHERE ELSE lol. JUST GIVE US ANSWERS!!!!

 

[AngiTN]

In my experience, Disney has several call centers. There are separate call centers for each of their departments, ie. dining, resorts, recreation, etc. During normal call volume times guest calls are directed to the appropriate call center for the guests' needs. However, during high call call volume times, the overflow is directed to the other call centers which may not be "in the know" about things outside of their concentration. I have experienced this on several occasions when comparing comments from different departments such as resorts and vacation packages.

No reason at all that the info can't be given to ANY AGENT that can possibly receive a phone call. If they plan to route overflow to a different dept, then give them the info they need to answer the phone

In this day of computers and data base the info is always just a click away. It's super easy to change who has access to the info. Even for Disney's IT dept

 

[gwynne]

I think the IPO offices are the last to know anything

I can vouch for this, especially about special event information. Keeping an eye out on boards, blogs and Disney sites is the best way to keep track of anything like this.

 

[pigletto]

Thank you for the quick answers everyone.

 

[John Fitzhugh]

No reason at all that the info can't be given to ANY AGENT that can possibly receive a phone call. If they plan to route overflow to a different dept, then give them the info they need to answer the phone

In this day of computers and data base the info is always just a click away. It's super easy to change who has access to the info. Even for Disney's IT dept

I agree, it SHOULD be easy. However, if a cast member doesn't normally access that part of the database, they may not be familiar with how to find the updated information. I've worked in call centers before, and trying to stay up to date on changing information while an impatient customer is in your ear, isn't a fun or easy job. I don't envy their positions at all.

 

[MickeyMinnieMom]

I agree, it SHOULD be easy. However, if a cast member doesn't normally access that part of the database, they may not be familiar with how to find the updated information. I've worked in call centers before, and trying to stay up to date on changing information while an impatient customer is in your ear, isn't a fun or easy job. I don't envy their positions at all.

I don't think anyone blames the CMs. I know I blame Disney for not doing a better job providing them with timely, accurate info and ensuring they are all trained on where/how to find it.

Consistency is key -- and Disney is SO inconsistent with info it disseminates via phone.

For a company their size, that prides itself on customer service and delivering a magical experience, I don't see the excuse for how badly they handle info disseminated via phone calls.

It is what it is, though... I try to work around it... thus the need for threads like this!

 

[AngiTN]

I agree, it SHOULD be easy. However, if a cast member doesn't normally access that part of the database, they may not be familiar with how to find the updated information. I've worked in call centers before, and trying to stay up to date on changing information while an impatient customer is in your ear, isn't a fun or easy job. I don't envy their positions at all.

As I'm sure you know then, most of these data bases work on a key word.
Anyone who works answering the phones, or could possibly answer the phone simply needs to be trained on that one thing. Going to the data base/help software, type in Rivers of Light and have it pop up with ALL APPROVED CUSTOMER INFORMATION, which the CM then reads. They wouldn't need to take more than 1 phone call a week to know how to do that

And as PP said, this is not a RoL issue. This is a long standing Disney issue. And so frustrating that it's very easy to fix.

 

[dachsie]

So, I called into Disney Dining because basically it's part of my routine right now...Not much new to report but report I will...

The CM confirmed that the booking for both preview parties and dining packages was supposed to happen on 3/12 and that it was postponed on that day. She did not have an update as to a new date for booking, but said it could happen at any point so "keep checking".

She could not confirm that the preview parties were still happening, but she did say that they were pretty planned out, so she would be surprised if they didn't happen in some form or another. She said to "keep checking the parks blog" and that DVC members and annual passholders may get an advance email about it, but that the preview parties would be open to everyone if they happen. I am not a DVC member or passholder, but wanted to pass it along for others.

She did say that the start date of ROL was in "concrete" for 4/22 (I know, take it with a grain of salt, just reporting my conversation!).

Now, here's the new information and it's critical piece...she said that Stitch was the one who postponed things and that he has been wreaking havoc and is responsible for all of this! So, at least that mystery is solved...I don't know why, but she really struck my funny bone today - I was laughing, then I had her laughing, then we were both cracking up...so no new information but I got a few giggles, so I consider it productive...

As much money as Disney makes, you would think they would invest a little more in their IT stuff. I get the Stitch or Donald ducking out messages daily. Its very annoying.

 

[John Fitzhugh]

I think the real problem stems from a CM that is trying to be nice and give an inside tip based on something that they heard or read from another CM. The guest then takes that comment as rock solid information and passes it on. The rumor mill starts to turn and everybody gets upset when the inside tip turns out to be wishful thinking.

I think the guest service from the CMs is miles above the rest of the industry, which is why we are all on this and the many other websites devoted to Disney.

The Disney Company could come down with a mandate that forbids CMs to say anything until it has been officially announced. But...what would we all have to talk to about?

 

[gwynne]

I think the real problem stems from a CM that is trying to be nice and give an inside tip based on something that they heard or read from another CM. The guest then takes that comment as rock solid information and passes it on. The rumor mill starts to turn and everybody gets upset when the inside tip turns out to be wishful thinking.

I think the guest service from the CMs is miles above the rest of the industry, which is why we are all on this and the many other websites devoted to Disney.

The Disney Company could come down with a mandate that forbids CMs to say anything until it has been officially announced. But...what would we all have to talk to about?

Sometimes they say a bit more, sometimes they don't. It really doesn't matter. What we need is usable, accurate information. Rumors, tips from CM's in general might be nice for one guest, but really...they should be getting consistent solid info out to everyone.

 

[disneymath]

I can check at midnight tonight and at 6AM tomorrow, but then things will get a bit more complicated, especially if it turns out that we need to call in ... really hoping that dinner packages are released online (and SOON, but that goes without saying)!

 

[Mambo Junkie]

Most of the CMs I have had the pleasure of talking to seem to have tried to go above and beyond. A few were merely efficient. None has given me any info other than "read the blog". I did have one that said she saw something about ROL but no other info.