Serious question: Does Disney still emphasize their special brand of customer service in training new CMs?

[CBMom01]

I think this is 60 percent of the dissatisfaction with Disney -- people hear about stuff, want stuff and get upset when they think they re missing out. Things like the towel animals used to be cute little occasional benefits and then became expectations, and then became unsatisfactory results.

That surprises me. Other than complaints about Covid rules it seems like most of the complaints around here are related to basic services, especially MDE

 

[MinMou]

Nah, we just want what our parents had. Or part of it. Not engaging with this

But you did engage. I am happy your parents were so fortunate. Most of us are first generation Disney park goers.

 

[ML_LovesDisney]

I think along with everyone else in the world right now, CM's are fatigued and burnt out from all the pandemic-related changes, emotional toll it takes on people, and probably some extremely challenging circumstances to get guests to follow the rules that are ever-changing. This was the mindset I had when we were there in May 2021 and July 2021. I don't know if its a corporate issue or more like a human struggling issue. Not a judgement at all, I totally understand it and feel it too!

 

[BroadwayHermione5]

Some CM’s I have talked to said guests seem to be getting ruder and acting more entitled.

Oh I can absolutely believe that. Last week so many people were rude to CMs (and TMs at UOR) especially at restaurants! I understand making reservations can be difficult but if you do try to do a wait list don’t be ridiculous about it.

 

[bsmcneil]

Last week, I had the experience of more than one guest and more than one CM saying (some version of), "Thank you for being nicer than you had to be." And it was shocking to me because I felt like I, in that moment, did the bare minimum. But I think so many people are so very at the end of their ropes...

 

[luv2cheer92]

Back again for my 4th trip in the last 14 months and the CMs are still as magical as ever. Got some big pixie dust from one at MK yesterday. Had the best jungle cruise Skipper I've ever had, and have had some wonderful conversations with several others. The CMs are just as amazing as ever!!

 

[Norton figment]

As a recent former CM, the answer is yes the company is not supportive anymore. I noticed the changes about 3 years ago when I worked in merchandise and there was a shift in customer service towards confronting the guests. We were no longer in a supportive role. We had to ask who they were shopping for, what they were looking for, and if we didn't have it, suggest something in our store for them to buy, and of course thank them for shopping there at the end. I personally like to shop in peace but we had to constantly "engage" people coming in the store. I personally hated doing it, and hated when I was shopping and someone did it to me. Profit is now the first key!
The leaders are under great stress to keep costs down and therefore they are scheduling less people. Less people and more work for the CM's to do on a wage that doesn't cover the cost of living in Central Florida. During the pandemic CM's were treated very poorly. Now they brought in so many college program kids that part-time employees are not getting scheduled any hours...which makes for angry cast members. This was the first time the college program kids were not interviewed on the phone, so that indicates how desperate Disney is for bodies. I have family and friends still working for Disney and one person recently had traditions for the third time. She worked at the parks for 3 years, did a college program and now came back PT. She said traditions was not at all what it was before, so the new CM's aren't getting "indoctrinated" the same. Disney can't hire enough people right now and are taking anyone that can pass the background check. I have noticed this attitude when I worked in the parks and I see it when visiting the parks.
The CM's are fed up with Disney and the guests who are just horrible. I went to Disney Springs yesterday afternoon to look at the 50th merchandise and I have never seen people act so terribly. They were pushing and shoving, grabbing merchandise out of the CM's carts while they were restocking items, and one CM said someone snatched something directly out of their hand. People are awful now, and think CM's deserve to be treated better? I disagree and get angry with people that post CM's are rude...yes they can be, but it is a direct reflection on their working conditions, management, and guests. It will never be the same Disney as even 5 years ago, and people need to adjust their expectations.

Thank you for posting this, I literally said to my mom at our last visit to the Disney store how much I hated how in our faces staff seemed to be more then when our store first opened. I was thinking maybe it was just me with all our covid lock downs. Honestly welcome me I to the store maybe post out a sale but otherwise leave me alone, I'll ask it I need something. Bed Bath and Beyond does this too. Now that I know I'm going to email them and them them to cut it out as it makes me buy less.( head office not the store).
People are definitely acting more entitled than ever before not just a Disney but everywhere it is so disconcerning is it feels like Society is getting worse as a whole. I have actually stepped in once or twice when someone was yelling at a staff member it's one of my biggest pet peeves as yelling at a staff member is not going to get you what you want you know you get more flies with honey. If you're going to complain about something do it as nicely as you can and then you'll probably get what you want in the end or at least something.

Side note. Also Disney is not respecting their employees I know someone that worked at the Disney Store and they read about the stores closing in the newspaper not from Disney management itself nor were they told anything when they got called back to work when lock down easied.

 

[luv2cheer92]

Just wanted to add on to my earlier post. During my trip last week, every single CM we encountered was absolutely fantastic. Definitely still just as, if not more magical than ever.