So Mad At Disney Has This Ever Happened To Anyone Else!

[pennst8r]

Go to the disney site, and send an email. I like having it in writing. I got a clueless CM awhile back. I wanted to purchase an AP and was close to my 120 days, thanks to the new BR rules, so I didn't have time to waste. I called back and got a new CM who was wonderful, but I sent am email just saying I didn't get the happy Disney treatment I was used to from the first.

I got a phone call from a manager just a few weeks ago, who was extremely nice, and wanted to apologize. I wish I had noted the CMs name--I assumed it would be in some log of my phone calls. He said if they knew who it was they could be given more training.

 

[DeeCeeSW]

Call Disney Dining back and ask to speak to a supervisor. They will have the name of the CM who took your ADRs. I had a situation a couple of years back with a CM who insisted that I could not pick up my HDDR tickets at my Disney hotel, only at Fort Wilderness. When I corrected her, she hung up on me. I called back, spoke to a supervisor, and he apologized and went over the ressie with me. We ended up with wonderful seats at HDDR, first row center stage. Don't know if he had anything to do with that, but I would like to think that he did. I'm not saying you'll get any perks from calling, but DD should be aware of who they have representing them.

 

[waltsdouble]

In the line of work I'm in I've dealt with people's problems for over 25 years, there are always two side when people disagree. When you separate two people and ask to describe what happened, you would be amazed that they are talking about the same thing. If you don't believe me just any police officer, or listen to a real trial in a court room, not TV. It's just a fact of life, people tell their side of the story, the way they see things, and most people will never admit they could be wrong.

 

[ahappydisneymommy]

No offense, but don't you think getting fired is a little harsh? He wasn't enthusiastic. He wasn't even very polite. He did however make your reservations and get everything done. I am constantly amazed that everyone thinks they will get sunshine on a stick every single time they come on contact with a CM. Most of these people make about $10.00 an hour if they are lucky and listen to people gripe and moan at them all day. Out of the thousands of CM's at WDW you came in cotact with one who was having a bad day. Let it go. You have your AR's. You must have other things to tend to!

While I agree that having this person fired is a bit harsh, I don't agree with the "well, I only make $XX.XX so I shouldn't have to do my job well" mentality. I think no matter what your job is or how much you get paid, you should do it well. They should be thankful they have a job, nowadays! If they aren't happy with their job they should quit and get another one, not take it out on a paying customer. And if $10.00 isn't enough, go get a student loan and go to college. Just my .02.

 

[ahappydisneymommy]

To the OP, I would definitely complain. You should not have been treated that way.

 

[NCombs]

No offense, but don't you think getting fired is a little harsh? He wasn't enthusiastic. He wasn't even very polite. He did however make your reservations and get everything done. I am constantly amazed that everyone thinks they will get sunshine on a stick every single time they come on contact with a CM. Most of these people make about $10.00 an hour if they are lucky and listen to people gripe and moan at them all day. Out of the thousands of CM's at WDW you came in cotact with one who was having a bad day. Let it go. You have your AR's. You must have other things to tend to!

I think being fired is exactly what is called for. There is a huge difference between "sunshine on a stick" and being outright rude. I don't expect people to always be "on". I do expect a person whose job is to take reservations to not be rude when people want to make them. Anything else is unacceptable.

 

[EsmeraldaX]

The CM checking us in at Pop Century actually dropped an F bomb when his computer wasn't working. The other CM next to him just said "did you just say that out loud?"

We are just two adults so I didn't really care, but if I had kids with me I would have been furious.

 

[pennst8r]

I have friends who used to work at WDW. I don't know if it's still the same, but they used to control everything from the length of your sideburns to the shoes that you can wear while working. This included the "sunshine on a stick" we know and love at Disney--it was part of the job.

I'm sure there are guidelines for the CMs who take ressies? Ways to politely deal with a rude caller, if you encounter one? Ways to find answers to questions you don't know the answers to?

No matter what amount you earn, you know the guidelines you are to follow when you take a job--I believe that includes how to treat the people who are calling to spend lots of money which pays the CMs salary. No, the CMs should not have to put up with a rude caller, but neither should the caller have to deal with a rude CM. Acting like the caller is wasting your time, is rude.

I would have been happy with an "I don't know the answer to that, can you hold while I check?" when I had my problem.

 

[doombuggy]

OP, you have gotten some decent advice here. While I agree with some things and disagree with others, I am not the person who is disgruntled here (just a typical Libra who can see both sides to every story ).

Please keep in mind that a nasty computer virus was released earlier this past week, AND DISNEY GOT IT. I know it effected the reservation system, so please be patient. I would venture to guess that they have been having a lot of problems this week, on top of the infulx of calls. Granted, if this CM was going to make a comment, he should have hit the mute button on his phone (I assume that they have one) and vented to himself, not to you. I sure wouldn't want that job, no matter what it paid, anywhere.

OP, please remember to enjoy your visit.

Have a magical day!

 

[TuppenceABag]

I know this is off topic, but since reading the original post that started this thread I have tried typing each letter of each word with a capital letter and I find it very difficult. Why do you do this?

 

[LeesyUD]

While I agree that having this person fired is a bit harsh, I don't agree with the "well, I only make $XX.XX so I shouldn't have to do my job well" mentality. I think no matter what your job is or how much you get paid, you should do it well. They should be thankful they have a job, nowadays! If they aren't happy with their job they should quit and get another one, not take it out on a paying customer. And if $10.00 isn't enough, go get a student loan and go to college. Just my .02.

You probably read my must post already but in case you didn't I work in call center and make about $10.00 and HAVE gone to college and HAVE a student loan I am paying off right now while still finishing college I didn't before in night school. Even so I still don't know if I want to leave my job because I am HAPPY where I am right now and give it my all everyday, but it is still a TOUGH job. I think it is very ignorant to assume those that work for that amount of money are not educated. Just MY $.02

 

[waltsdouble]

I SUPPOSE THE ALL CAPITAL LETTERS ARE THERE FOR A REASON, PROBABLY LIKE YOUR ATTITUTE ON THE PHONE, like I said there are always two sides to every story, and some people can be impossible to deal with, not matter how nice you are with them.

 

[waltsdouble]

Let me guess, the retail store you work for is.....WALMART.

 

[kaytieeldr]

In the line of work I'm in I've dealt with people's problems for over 25 years, there are always two side when people disagree. When you separate two people and ask to describe what happened, you would be amazed that they are talking about the same thing. If you don't believe me just any police officer, or listen to a real trial in a court room, not TV. It's just a fact of life, people tell their side of the story, the way they see things, and most people will never admit they could be wrong.

There are actually often three sides to a story - your side, my side and the absolute truth.

But I have to ask - what do you think could POSSIBLY be the CM's side of the story that would warrant treating the original poster with first exasperation and then apparent sarcasm?

 

[TDC Nala]

If a CM indeed said "How many more of these reservations are you going to do, we have counter service restaurants too" in a snotty way (that's how it reads) and not just asking for the information, that should be reported to a supervisor.

 

[ChiTownZee]

........But I have to ask - what do you think could POSSIBLY be the CM's side of the story that would warrant treating the original poster with first exasperation and then apparent sarcasm?

WELL, you don't know what is going on with the CM. Not that that a CM's personal or worklife is an excuse to treat any guest badly. I know one time I got a CM on the phone that was a little short so after a bit of this I asked "Having a bad day?" and she just was like "Oh you have no idea!" went on to tell me briefly she just got off the phone with someone that wouldn't stop yelling at her for disney policy, something not her fault and that she had had several bad calls that day and she apologized several times. We ended up laughing and joking and I told her stories about things I'd seen from guests. I think CM's often take a great deal of abuse and I think they are human and can't always kept it bottled in, guest after guest. So that maybe be what happend POSSIBLY.

 

[Simba's Mom]

THEDISFANS, now you have to balance my Email out. After first reading your post, I went to the Disney website and Emailed about the wonderfully friendly and helpful CM I dealt with this morning (I hope now that she didn't make any mistakes!). So now you have to Email or call-what do they say? Take the bad news and good news? We should all let Kisney know more often if we encounter an exceptionally bad/good CM. I admit, up until today, I was just as reluctant to comment as anyone else. However, now that DS has been a CM, I'm trying to be more communicative-I know Disney wants to hear your comments. So please, comment!

 

[Mariposa]

I'd call back and speak with a supervisor. There's no reason for being rude to a caller when you work in customer service. I worked in a student loan call center (and dealing with college kids who think they're going to be kicked out because they don't have their loans yet? It's a picnic! ) and had people screaming obscenities at me from the moment I'd answer their call and I still wouldn't have been rude to them. (Not that I wasn't rude ABOUT them to every single person who would listen afterwards : ) You just don't do that to a customer if you value your job..

In my customer service experience, if the CM in question has a history of exemplary service and has never had problems with guests their supervisor will most likely believe the guest "misinterpreted" the situation. However, if the CM has a spotty history with a bunch of complaints, they may be fired- which would be completely fair. Yes, all stories have two sides, but unless they have a tape of the call (which they may, I don't know Disney's policy on taping guest calls) judging the CM on their past performance is probably the closest they can come to getting a fair view.

 

[NCombs]

I SUPPOSE THE ALL CAPITAL LETTERS ARE THERE FOR A REASON, PROBABLY LIKE YOUR ATTITUTE ON THE PHONE, like I said there are always two sides to every story, and some people can be impossible to deal with, not matter how nice you are with them.

Why are you making assumptions about the OP attitude on the phone and assuming they were impossible to deal with? That certainly does not appear to be the case to me.

There are not always 2 sides to every story, sometimes people just do the wrong thing even if their "story" doesn't reflect that truth.

 

[spoon full of sugar]

It doesn't MATTER what the CM's side of the story is, he is being paid to perform a job,PERIOD. Getting an absolutly rude customer occasionaly(not saying OP was) is PART of what he is getting PAID for. If he can't deal with that he needs to find another job. Also this type of job is an unskilled position (though those who do it well are highly skilled IMHO) and I think ten an hour is more than fair, try working fast food for minimum wage( which is also what that job is worth) if you have a college degree and choose to work in this type of field what ever the reason, that is YOUR choice, if you don't like your situation, change it, don't sit around whining that people have to be nice to you, they don't, that is THEIR choice, welcome to AMERICA. Are the people who are rude to CMs out of line? YES. But the CM being rude back is even worse, because they are being PAID for their behaviour towards customers. If that behavior is inapropriate it's like defrauding the company, no matter what all you bleeding hearts may think. I also found it funny that all the people that gave support to the OP were generally fairminded ( everyone can have a bad day, don't go to the top just calmly report to his supervisor, so he can have more traing etc.) while the people in support of the CM were very agressive. It reminded me of anti war protestors that when losing a logic based arguement will get so upset that they actually PHYSICALLY ATTACK the opposition. Hey, waltsdouble, aren't you late for a sit in somewhere, MAN?