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

[Blueberry]

There is never any call for rudeness on the phones to guests, no matter how much you make per hour. That CM is being paid to take your ADR and it is their job to make as many as you require..The comment about how many are you going to make, we do have counter service is off the wall and a supervisor should have been notified.

I work customer service..I am the SUPERVISOR, if one of my people is rude in any way to a customer I want to know about it. Their job to be polite no matter how long the customer keeps them on the phone or how many ADRs are made. Only exception to the rule is my company will not tolerate customers swearing or cussing at our employees or threatening them, then we may discontinue the call, but then and only then.

That employee needs to be dealt with, possibly more training or at least a reprimand that rude behavior is not tolerated.

I have said my two cents, I did not hear the conversation so I cannot judge in all fairness, but that is normal procedure in any customer service environment for rudeness.

 

[xmelissax]

And if $10.00 isn't enough, go get a student loan and go to college. Just my .02.

I don't know about the particular person in question, but living in Anaheim and being in my 20's I have MANYYYY friends who work for Disney and almost all of them are in college, and have their job to help them to pay for college. I'm sure it's the same in Florida. It's pretty offensive to all those people to make a comment implying that they only have a 10 dollar an hour job because they chose not to educate themselves.

 

[MKCP5]

I agree completely--really rude to suggest that. A college degree does not guarantee everything.

PAts Dragon where do youlive? Because I have to say if you think that $10.00 and hour is good money, I must be living in the wrong place!! That translates to $400.00 per week, $20,800.00 per year. BEFORE TAXES!!!
the average home in our area is $358,0000.00! a car payment on an inexpensive vehicle is $250. a month. Milk is $3.00 per gallon!!
I'm not being snippy I just don't see that as a well paying job. Ten dollars an hour is not enough to support one person on, never mind anyone else!

 

[mking624]

PAts Dragon where do youlive? Because I have to say if you think that $10.00 and hour is good money, I must be living in the wrong place!! That translates to $400.00 per week, $20,800.00 per year. BEFORE TAXES!!!
the average home in our area is $358,0000.00! a car payment on an inexpensive vehicle is $250. a month. Milk is $3.00 per gallon!!
I'm not being snippy I just don't see that as a well paying job. Ten dollars an hour is not enough to support one person on, never mind anyone else!

What determines a well paying job really depends heavily on where you're living as each place has a different cost of living. Not all placecs have homes that average that much (in fact, where I currently live, we had a friend just buy a large Victorian home for less than $100,000). We also pay less than $3 a gallon for milk. We know very well how to be frugal and still have money left over. And you'd be REALLY shocked to learn how much my husband and I make combined. You'd probably think we're starving by looking at our annual income. I even grew up in Chicago and for awhile lived on a well-below than $20,000/year income and was able to support myself. And there I FULLY understand a high cost of living. You'd be really surprised what you can do with little money. With my husband studying to be a pastor, we know we'll never get paid very much money at all. So it's awesome that we're learning now how to make due. The key is living within your means. Yeah, if you want that $400,000 home with a nice car and the expensive name brand groceries, be prepared to find out that $10 an hour won't cut it. But I've seen people live within their means and still make it.

 

[MKCP5]

that is why we don't own our own home or have expensive cars. Despite two well educated adults working full time, it just isn't feasible unless we want to go nowhere, do nothing and sit around and look at our home. It is a personal choice for us. And we stay because this is where family is. We've made do in good and bad times.

 

[Pats Dragon]

I didn't really mean to offend anyone. Of course it is tough to make it on 10$ but where I live many people (college grads included) get offered 6.50$. Masters level counselors are paid 23,000 by the State. There is an abundance of cheap labor here and thus 10$ would be a cushy job if it was in airconditioning. My son who is almost out of college feels very lucky to have given up his 5.50 an hour fast food work recently for an airconditioned customer service job. I simply meant that the best thing for our civilization is for everyone to be kind to each other and do whatever job they have, in the best way that they can. Like I said though, anyone can have a bad day and I would certainly let the CM have the chance to change his attitude but if rudeness continued I would let the supervisor know. I love the parks but I go back to DW to get away from stress. By the way, after my divorce I commuted 45 miles for a teaching job in a private school that paid 10,000 a yr. I had 2 children to support.Talk about tough.

 

[Aimeedyan]

I think it's safe to say that MOST of the call center CM's are not making $10 an hour. I don't know who posted that but it's fairly inaccurate. They would be lucky after incentives and being there for years to make that, and top out not much more than that. So you're really looking at people who are living at less than that, some in fairly expensive areas to live.

* bowing back out of this discussion!

 

[UrsulasShadow]

I believe that any problem with a CM needs to be dealt with immediately, before the problem escalates into a 5-page thread, with everyone attacking each other about their opinions.
The problem seems to be a lack of respect in society in general. We've lost the human touch, what with all this internet and telephone communication, we've forgotten there's real people on the other end of all these words. The CM may only see the caller as another "annoyance" in a day full of them. Pay doesn't matter, in this case. He's lost the ability to see the caller as a person, and so treats this faceless voice with disrespect.
The OP, in his post, states all the reasons why he should be treated better, and his support for all things "Disney", but it comes off as if he has a strong sense of "entitlement", and I'm not sure (as nobody can but the OP and the CM in question) that he didn't convey this in his tone when speaking with the CM.

Nevertheless, the CM was in the wrong, and needed some remedial training on how to be more helpful to even the most difficult caller.

 

[ahappydisneymommy]

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

You are right, I shouldn't assume that just because someone makes $10.00 an hour that they don't have a college education. I guess the point I was trying to make was that, just because someone only makes $10.00 or $7.00 or $5.00 an hour that doesn't mean that they don't have to do a good job. If they are doing a bad job because they aren't getting paid enough, maybe they need to seek ways to obtain a job that does pay better. Whether that be getting more education, moving or being more aggressive (?). I won't reduce myself to name calling like you did but you may want to get more out of that college education since you seem (by your posts) to be bitter about it. Just my .02 again.

 

[dawgsgirl]

I have not read this whole thread. The thing I would do is call back and make sure the reservations were made correctly. Then let it go!

 

[UrsulasShadow]

By the way, what does pay have to do with this thread? Are poor people more entitled to be rude than those better off?

 

[roger_ramjet]

Woops, mistake. My wife is a silly billy

 

[CheshireVal]

Well, here in Georgia $10 an hour is actually VERY good money for a call center job.

And, yes, I worked in a call center right after college myself, so I *do* know what I'm talking about.

As far as hourly jobs go, you'd be pretty darn lucky to find one that paid that much around here. Granted, in the grand scheme of things, $10 an hour isn't considered an awesome living, but, as far as hourly rates go, not too shabby either. (The higher paying jobs tend to be salaried.)


Anyway, that's all neither here nor there.

I, Too, Am Curious About The Original Post.

 

[ahappydisneymommy]

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)

You must have missed my line that said "they would be lucky to have a job nowadays" and I do have a degree and yes, my job does pay much more than $10.00 (not bragging just putting it out there)

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'm not sure if I agree with that quote since I would imagine that most people go to college to get a better education to in turn get a higher paying job. I know many well educated people who have high paying jobs.

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.

And that is there choice, I hope that they don't treat their customers like this one was treated.

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

Well, I am thankful that you were the only one that understood what my post was really about. Thank you.

 

[TDC Nala]

What difference does it make how much money they make? If this call service representative did indeed say to the OP what he claims they said, it was uncalled for. If that's what was said, it's more than just an unfriendly attitude. Not to say the OP should call Disney and tell them he's cancelling everything and sending back his Disney merchandise because one call center CM was rude to him. Couldn't care less about the "thanks for calling" or "have a magical day" but "how many of these are you going to make? We have counter service restaurants too" is too much.

 

[Goobergal99]

I am not saying that you don't have a right to be mad but I am making way more then $10 an hour as a staff nurse, and I still have time to come on here and chat with you guys once and while. So maybe he just really hates his job and needs a new one. I would let it go, you are obviously happier then him anyway, so be glad at that

 

[MissionMouse]

A degree or diploma from any school, college or university does not translate to they can do the job. Some of the worst individuals I met within a workplace were individuals with PhDs, since they were incapable of effectively interacting with others in the office setting.

The human factor plays as essential part of any job. There are some jobs people are not suppose to fill since they lack the people factor and this becomes very clear, very fast when it comes to Customer Oriented positions.

Be assured your PS/ADRs are logged into their system only because the CM logged into the system using their username and password to be able to perform their postions responsibilies. Thus an audit log is established and a transaction relationship established in the Disney system.

Contact the reservation office and talk to an individual in management to report this individual. Get the full name, location and contact information of the management representative. This management representative conducting a quick reference of your PS/ADRs should be able to identify the individual with the attitude. While you should not expect to be told of what personnel action may be taken, I would expect some form of "good will" gesture being taken to make amends.

 

[DisneyMommyMichelle]

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'm going to have to agree here, you got what you wanted, just let it go. We all have bad days, it happens.

 

[UrsulasShadow]

I'm going to have to agree here, you got what you wanted, just let it go. We all have bad days, it happens.

I disagree. Allowing bad service to go unreported means that such a level of service is acceptable. I say report it. Then let it go.

 

[dianna112198]

My 2 cents:
Ok, I'm kind of new to this posting thing so I don't know how to do the whole quote thingy (just as well because I don't want to offend anyone or get flamed ...this is just an honest question), but to the person/people who have made comments about how it's not in the CM's job descriptions to listen to whiny complaining people...am I missing something???? I'm not trying to be smart, but what could people possibly complain about when making a ADR I can see it all now.. "What do you mean you don't have a 6:15 at Cinderella's Royal Table?!...Well I tell you what, if you don't find me a seat I will *&#^&^ *&# &^@)* and &#$*!&&# until *^@$$##%..." I'm sorry, but there is just no situation that (in my opinion) would justify a CM getting snippy to a customer like that. I am an office manger/ front desk person ( or whatever you want to call it) at a doctor's office (making $11/hr). I am the one who has to inform the patient (who's insurance company is denying care for whatever reason) that they have a $300 bill...or that they have a $1000 deductible... or their doctor dated their referral for the wrong visit and therefore they cannot be seen (etc., etc.). Trust me, I've had much worse things said to me. But I always smile and nod and put myself in the patient's shoes.And you know what, they literally have smiles on their faces when they pay their bills. And everyone always leaves happy. But more importantly, they ALWAYS come back.

Little off topic so if you don't want to read it you can just skip to the next paragraph, but I have a funny story: This guy came in the office demanding records (never saw the guy before, the doctor had no idea who he was, no record of him in our system, NADA!). Told me that he had just spoken to me and I told him I would have his records ready for him, etc. (never talked to the guy in my life). He sat in the waiting room and SCREAMED at me for, I would say, a good 15-20 minutes "I want my records, you told me I would have my records, what's wrong with you, you threw them out...blah, blah, blah". And I sat there and I nodded, and I looked (and actually was) very concerned for him, and I told him that I understood why he was upset and then I said "Sir, is it possible that you are at the wrong office ..." . He apologized about 50 times and told me how bad he felt and and then thanked me for being so kind to him as he tore me a new @$$#@!&

So while, yes I know that most people do not put up with whiny, complaining people...some people do. The people who do should be the one's directly working with the public (taking ADR's, checking people into the resort, etc.). There are plenty of other positions available, i'm sure, for those whose buttons get pushed easily. And while, no, it's not in their job description to put up with whiny, complaining people, it should be implied (because here's a newsflash...you'll find them no matter where you work). The nicer you are to people, the less likely it will be that you will start a conflict with them. But back to my original question, I just don't know what there could be to complain about when making an ADR. I mean, what, you don't get the time that you want? What's the worst someone can say? If that's the case, I think everyone needs a dose of sunshine

(p.s. I'm going to Disney in May, so when I'm down there, I'll make sure to prescribe a few doses of sunshine to any CM's that may need it as well )