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

[Raevyn_Wolfe]

I'd call and speak to a supervisor, I wouldn't go any higher than that.

No matter what Cm's get paid, no matter if they are having a bad day, or if the customer before you was aweful, you should be treated with respect, courtesy, and kindness.
This holds true for all customer service jobs, whether Disney, telemarketers, retail stores, etc, etc.
Now we are all HUMAN and even CM's mess up, and say things they shouldn't or do things against policy. Or just plain have that TONE.
I generally try to politely take it up with the CM at the time of the call, but if the CM isn't receptive or apologetic, THEN I ask for a supervisor.
It's not MY fault if the person before me was a jerk, or if their coffee was bitter that morning.
Telling the supervisor about it probably won't get the Cm fired, and they shouldn't be, unless this is one of many, many complaints , and how would the supervisor know if it's a repeat unless everyone that was treated badly called and complained.

If it was just a misunderstanding or if the CM was having a bad day, at most they'll probably be talked to. If it was something more than that then I am sure the supervisor wil take whatever measures he/she sees fit.

When you call just be calm, and FACTUAL. Don't over-exagerate the story or add things like "it seemed. . . " or any other such readings into it. But be sure to include how it made you feel.
The supervisor will take it from there and do whatever he/she deems necessary.
How else can the supervisors do their jobs unless they know of problems or potential problems? That's what they're there for.

 

[Mariposa]

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?

What? Huh?

Yes, because everyone's take on how a customer service situation should be handled can clearly be tied to their political views? Um. I was one of the people that said that there's no excuse for being rude to a customer and that the OP should go directly to a supervisor.. and I'd like it noted that my political views were not involved in any way with my post.

*going back to my sit in now*

 

[DannyDisneyFreak]

I would be upset but I would have asked to talk to his supervisor and not continued my call, I would report him to a supervisor now if you have his name if he acted like that with you he probably acts like that with lots of people and will get fired or he was just having a bad day but is no excuse, The Most Important Thing to do Now in my opinion is make sure the PS you made we made correctly and not messed up by that rude/incompetent CM.

 

[DianeV]

Mariposa: That part of the post about the sit in etc was directed to 'waltsdouble'..you didnt see that?

And as far as that person using 'waltsdouble' as an ID and then posting that kind of stuff..I'm sure the real Walt is rolling in his grave even more then he probably has been because of Eisner!

 

[TSR6]

When I get someone i don't like to talk to on ANY call center... I say "Hello? Hello? ............. are you there? .... I think my cell is cutting out. Hello? Hello? UHhhhhhhhhhggggggggg" *click*

 

[mking624]

Well being that I know neither the OP or the CM who was taking the call, I can't make a judgment on what the facts of the story are. But my thought is that as long as everything I needed done is actually done, I'm just not gonna sweat it. Staying bitter only harms ME...it's not going to do a single thing to the other person.

A little off topic in regards to what they're being paid...Disney employees barely make anything...especially to live by. I've worked for TDS for just about 2 years and know first hand the little money that's paid (and this was BEFORE Children's Place took over). Now, that's no reason to not give excellent service. Getting paid absolutely nothing is no reason to be rude to anyone. But when someone said that they are paid to hear people gripe and moan....I'm sorry, but that's absolutely wrong. NO ONE should be treated disrepectfully or like a child...whether they're paid at their job or not. There's absolutely no excuse for anyone to behave unbecomingly. I do not go to work and get paid to have people treat me rudely. I get paid to do my job. Part of my job is customer service, part of it is retail. My job description does not say "allow people to treat you rudely". I won't tolerate people treating me that way, regardless if I don't get paid a cent or if I do get paid the most money in the world. It is not anyone's duty or job requirement to be treated in a harassing way. That doesn't mean I'm going to be a jerk to them, but neither am I going to allow myself be torn down by someone else. And I HAVE spoken up to guests who insist on berating me. I do it very politely, yet firmly...so that they get the message. I've even called security on a guest who insisted on being verbally abusive by swearing loudly and calling me names. Why? Because we were out of Disney Dollars. So unless you're at your job happily taking that kind of treatment because you're getting a paycheck, I'd really rethink the statement "they're paid to hear people gripe and moan." I'll never be paid enough money to take that kind of attitude.

 

[mking624]

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.

No offense to you at all, but it sounds like you haven't been out in the job market in some time. It's very easy to say "just quit and get another job" (as though job are falling at the feet of peopel), very easy to say "just go to college" (as though your education will immediately give you a high paying job). Some of us HAVE been to college but do enjoy our job, regardless of how much (or how little) we're getting paid. And some of us HAVE been to college, but are still working our way up the ladder. Income is rarely an indicator of education. I know people who have PhDs who are the most intelligent people I know, but are only getting paid about $20,000 a year...yet they love what they do (and before someone says they wasted their PhD, keep in mind they are pastors, and they get paid hardly anything at all...I know, my husband is studying to be one). So please don't stereotype people.

That said, I agree that how much money is being paid or not paid is not an excuse to not do a job well.

 

[freakylick]

It doesn't MATTER what the CM's side of the story is

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.

Anyone else see the irony there?!

 

[MommyBoo!]

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?

How were the people in support of the CM very aggressive?




I would have ended the call, called back, asked for a supervisor, explained the situation including the cm's name and finished making my adrs.

If it bothers you that much, than by all means, write an email or letter. Just be calm and factual. Write it but don't send it right away. Walk away, do something else, than come back and reread it. Calm and factual. This will get better results all the way around than a letter written in the heat of the moment. It will also give more credibility to you and the cm will get the reprimand/training/whatever he should.

Also, don't bother telling them how much Disney stuff you own, etc. It has no bearing on this. And it won't make a difference to Disney. The cm should have been polite regardless of who was on the phone.

Hope the rest of your day is Magical!

 

[NeverlandClub23]

In either the Birnbaum or Passporter one of the tips is that if you get someone that you think is less than helpful, hang up and call back because there are hundreds of people in the call center and you're bound to get someone helpful. Yes, I would've asked for the supervisor but I've worked at a Call Center before with many rude people (you should hear some of the things I've heard them say to people) who've had many complaints and are still working there for years. It probably would not have gotten that person fired but it might have at least made you feel better. I work in customer service and know even when you're having a bad day at least keep your mouth shut! I'm sorry you had to deal with this person! I always look forward to calling and making reservations and PS's because the people are usually so wonderful it gets you excited about your trip, but when you get someone less than even fair it's disappointing.

 

[umaangel00]

You are all making the assumtion that the CM was totally at fault. There are always two sides to every story. We can't hear from the CM, so, don't ***-U-ME the poster story is the whole story, because when you assume it will make an *** of U and ME.

Even if the OP did something to make the CM mad, the CM had NO RIGHT to be rude to the OP. I work at a cable company as a CSR. We are not allowed to be rude back, yell, scream, swear or stupe down to the customer's level what so ever. So Yes there are two sides to every story, the CM is at fault.

 

[dudedisney]

Devil's advocate here...some (not meaning the original poster here!) people probably book every breakfast, every special event, every whatever they can get on the phone, months before their trip and then decide what they really want to do once they get there and then cancel out which makes it harder for the rest of us poor souls to get even one.

If I were the one taking the call and if it was the 1,051 call I'd had that day doing the same thing, I'd probably be a little unenthusiastic too. Doesn't mean it's an excuse to be rude. But as long as the job gets done then forget it! You got what you wanted and you're going to Disney!

Here's a smile for the one you didn't get from the guy on the phone

 

[umaangel00]

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

And you have no right to be rude either. Didn't your mother ever teach you, if you can't say something nice, don't say anthing at all! Maybe you should learn from that and grow up a little.

 

[NeverlandClub23]

NO ONE should be treated disrepectfully or like a child...whether they're paid at their job or not. There's absolutely no excuse for anyone to behave unbecomingly. I do not go to work and get paid to have people treat me rudely. I get paid to do my job. Part of my job is customer service, part of it is retail. My job description does not say "allow people to treat you rudely". I won't tolerate people treating me that way, regardless if I don't get paid a cent or if I do get paid the most money in the world. It is not anyone's duty or job requirement to be treated in a harassing way. That doesn't mean I'm going to be a jerk to them, but neither am I going to allow myself be torn down by someone else. And I HAVE spoken up to guests who insist on berating me. I do it very politely, yet firmly...so that they get the message. I've even called security on a guest who insisted on being verbally abusive by swearing loudly and calling me names. Why? Because we were out of Disney Dollars. So unless you're at your job happily taking that kind of treatment because you're getting a paycheck, I'd really rethink the statement "they're paid to hear people gripe and moan." I'll never be paid enough money to take that kind of attitude.

Well said!!! I couldn't have said it better myself!

 

[freakylick]

the CM had NO RIGHT to be rude to the OP.

We don't know that the CM was rude to the OP. We only know that they OP interpreted it as rude.

I work at a cable company as a CSR. We are not allowed to be rude back, yell, scream, swear or stupe down to the customer's level what so ever.

I've worked in customer service as well and I know that sometimes customers misinterpret comments/actions.

So Yes there are two sides to every story, the CM is at fault.

If you truly believe there are two sides to every story, why have you already "convicted" the CM?!

(Note to the OP: I am not saying that you did anything wrong or that you misinterpreted anything incorrectly. Just saying that it happens and this could have happened here. I've done it before and I have had it done to me.)

 

[wdwdawg]

when a customer service person, such as the OP's CM, seems to be getting impatient or rude with me on the phone, I usually start asking the person questions to hopefully get the person to recognize how they are acting. Such as, when the CM stated-

"how Many Ps Are You Going To Do We Have Counter Service Restraunts Too"

I would have asked, If this is a problem I will be glad to have someone else help me with this transaction. That way, the CM has been given an opportunity to change their attitude. Otherwise, with no change, I would get their name and move on to another CM.

WDWDAWG

 

[MKCP5]

I Was Pissed.gf Said Let It Go We Got Our Ps. I Want To Complain To Disney That Cm Should Be Fired. We Go To Disney Twice A Year. We Own Stock In The Company. We Belong To Dvc. We See All Their Movies And Buy Them On Dvd. We Have A House Full Of Disney Merchandise. We Are Getting Married At Wdw Next Oct As Well As Going To Disney Land And Going On A 3 Day Cruise.

So you are saying that because you buy so much merchandise, spend so much money there, and vacation so often you should always get sunshine on a stick? I'm sorry you had a bad experience--really. But I still don't understand how people can believe that every single one of the thousands and thousands of CM's on property are always going to be perfect. Have you not ever lost your temper and said something you felt badly for afterwards? I just don't see that as deserving of being fired. If it was that bad then definately call. Maybe this person shouldn't be working there. Or maybe she was up all night with a sick baby and has no help and was having a difficult day. It isn't an excuse in a customer service position, but sometimes things happen

 

[Hugpug]

I had a similar experiance but with a CM at the front desk of POFQ a few years back. All I did was get a supervisor and re explained my complaint and added I did not appriciated the CM's remark that was made to me. The supervisor said she was sorry and finished the transaction and I was later rewared with a free meal on my next vist which was the following year.

 

[nonnymouse]

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.

LOL, TuppenceABag - You are really funny! I didn't even notice until you mentioned it!

 

[cra-z-4-dizney]

...they are getting PAID to have people grip and moan to them all day long....

Is this really part of the job description??? On the application does it say...job qualifications...must listen to people gripe and maon all day long???? Not saying that the OP or CM was at fault here, but......