So Tired of Dealing with Phone Agents...

[OhioStateBuckeye]

I booked a bounceback before the end of my trip this September. I wanted to change the dates now that we have our plans solidified.

So I called the Disney phone line today. First up is dealing with the phone automation system. I was instructed to give the reason I was calling, which was resort reservation changes. Had to enter my package reservation number. Then confirm my phone number.

Agent finally answers. We exchange pleasantries then I say that I'd like to modify my reservation. There is a pause, then she says you want to change your fastpass dates? And I'm like...no. I need to modify my resort reservation. Shouldn't the phone system have alerted her to that info, or is that whole automated system before you talk to an agent a waste of time? She says oh ok, what day are you checking in. I pause, say I'm sorry, I thought you had my reservation pulled up. She says no, she doesn't haven it so I read off the reservation number...once again, what was the point of the automated system?? So she gets my reservation pulled up. Then we have to spend time confirming all the things I already confirmed with the automation system, like my phone number.

I say that I want to move the arrival date forward a week. Keep in mind, this reservation is for December 2017. I tell her the date that I want. She pauses, confused, then says no you must be mistaken and gives me the date for this year's particular Thursday that I want.

I'm thinking in my head...do you have my reservation pulled up or what? Can you not see that it says 2017?

And before any of you bring this up, no I did not have an attitude with her on the phone, it was all in my head afterwords.

I just hate hate hate dealing with the Disney phone agents. Sometimes you get an excellent one, but more often than not they have no idea what they are doing. Since this is a bounceback offer I have to do any changes over the phone. Why oh why can't I just use the online booking system and look at it myself, it seems like a waste of my time and a roll of the dice whether you can get what you want accomplished or not.

 

[Dean Marino]

This has occurred to us - RARELY. Two options....

1) Ask for a Supervisor.
2) Say "Thanks", hang up, call back for a more capable CM.

 

[Nancyg56]

I am sorry you had a less than stellar experience. I must say that I have never had this happen. If yiu find that you have reached a CM who is not able to address your needs, follow the suggestions able. I woudl hang up and start again.

 

[Oswin]

The reason they ask you to verify information multiple times is because they don't want someone who isn't you calling and making changes to your package. They want to double confirm that it is you, not just using the automated system. The initial automation questions are just to get you in the queue to have your call picked up by the next available agent. Depending on what you are calling for you are prioritized. The automated system doesn't store your reservation number for the agent that picks it up, they have to manually put it in. It's a pain in the butt but I understand why they do it that way.

The agent you spoke with though just sounds like they were either new or easily confused. It shouldn't have been so hard for them to see the date was 2017 and not 2016! Sorry you wound up with a silly agent, and hopefully if you have to call again you end up getting someone who knows what they're doing.

 

[MillauFr]

I agree with the OP. You should be able to make all changes on line.

 

[Lehuaann]

Hanging up and starting over is a pain right now, since wait times are so long. But that's the only alternative.

BBs do not have the option to modify in MDE.

Op, I suggest calling the BB number. It was about a 20-30 min wait on Wed, but they are much better with BB modifications than Reservations.

 

[Boopuff]

I always just repeatedly say "agent" to the auto system. It will give up and get to a live person then you only have to give your info once. The other option is to "play dead" and the system should route to a person (sometimes though it will hang up on you )

 

[OhioStateBuckeye]

@Oswin , that explanation for the automated system actually does make sense, thanks for explaining it.

I did end up hanging up to start over again. I just told her something came up and I had to go. Figured that was the best way, I hate to leave bad feedback for those people unless they had horrible attitudes.

 

[lucas]

That is exactly why I like booking my ressies on-line. Then you have access to make changes yourself - just click click - done. But, I know this may not have been possible for the OP. In my past experience, it seems if Disney makes the ressies, they have control of the ressie and you can't make changes yourself.

 

[Oswin]

@Oswin , that explanation for the automated system actually does make sense, thanks for explaining it.

I did end up hanging up to start over again. I just told her something came up and I had to go. Figured that was the best way, I hate to leave bad feedback for those people unless they had horrible attitudes.

The automated system is a pain in the you know what, I wish they'd come up with a better system for everyone!

 

[dmband]

The automated system suckssssss ISO and has no point but to make it seem like you are not on hold as long as you are. That said I got a total kick *** cm today, I got her extension for future use and about 30mins after her taking care of everything for me (which two other cm couldn't seem to figure out) I got an email follow up.
If anyone wants her number lmk, her name is Libby

 

[disnut8]

I've had the same experience with other companies automated phone systems. I've said or typed in my account number and the reason I'm calling and when I do get to a live person, I have to do it all over again. Very few will have my info on the screen when they start talking to me.

 

[sunsetbeachgal]

I don't mind them reconfirming information as that is for my security. However I had reason to call this week to make a new "room only" resort reservation using the discount code that was emailed to a lot of folks two weeks ago. I knew exactly what I wanted (two standard room at Pop) and would have done it on line except that I needed two rooms and DME for only one way for one of the rooms, which I wasn't sure I could do on line. The agent just couldn't stop asking me questions about Disney (my last visit, what parks I wanted to go to, my favorite quick service dining place, etc) and was constantly trying to talk me into reserving more than what I called for-Tickets, meal plans, restaurant reservations, etc.

What could have been a five to ten minute call turned out to be at least twice as long! I tried politely to keep getting the call back to her taking my reservation and but it became annoying after awhile!

 

[Boopuff]

I do believe the repetition of info is to double/triple check that you are who you say you are. I have adult children and I couldn't imagine having them get on the phone and change something (my kids would book us into the Grand Floridian) so I guess that's probably why!

 

[wilkeliza]

Ugh the automated system bothers me so much. It is the worst use of a CRM system ever. I work in a company that programs systems for this kind of stuff and the sole purpose of paying for and maintaining an automated system is for it to cut down on how much time the 2 live people are chatting. If the agent has to ask for the reservation number or name or whatever again then it is not worth the money spent on it. If they need to confirm identity it should be based on information the system pulls up but the caller didn't provide. So for Disney it would be your address on file. Confirm that and you are good to go the reservation # on the automated system should cause the CRM computer system to pop up all your information as the number is transferred. It is possible so IDK why Disney (and a bunch of other places) don't use it.

 

[BigAlsGal]

It's luck of the draw with me. I recently had my whole reservation botched by a CM and had to get it fixed 30 days before our arrival thanksgiving week. Some CMs are amazing some CMs just don't get their system yet. When things get complicated they pass you along to someone else then you have to hold another 30 minutes.

The only thing I wish is idk what the heck system they use to play the music while you hold but it is garbage! I love listening to the music but it sounds like you're listening to it on a staticky radio from the 50s. Disney can do way better.

 

[disneykelly]

For those that think that by giving all of the information in advance, that the agent will have everything, well, they don't.

If the Disney voice recognition system is anything like the agency I work for, the collected data appears on a small box, and that box is visible for all of about 2.5 seconds before it disappears.

Some airlines have enabled a system that pushes the record into the answering agents system. If Disney pushes the record, the information about change/modify is probably not going to be there long enough for the agent to commit it to memory.

So while I have to say that voice recognition is awful and probably won't be flaw free any time soon, it does pay to just be patient.

Don't forget that it is a regular human being at the other end of the phone. Giving them attitude and rushing them won't help you solve your issues any sooner than you would wish.

*edit to add* and don't forget, turnover at call centers is usually pretty high. There is a decent chance that you are getting somebody new.
Be that person that works with them and is positive. You will help them to help you and they might just be better for the next time.

 

[Dean Marino]

For those that think that by giving all of the information in advance, that the agent will have everything, well, they don't.

If the Disney voice recognition system is anything like the agency I work for, the collected data appears on a small box, and that box is visible for all of about 2.5 seconds before it disappears.

Some airlines have enabled a system that pushes the record into the answering agents system. If Disney pushes the record, the information about change/modify is probably not going to be there long enough for the agent to commit it to memory.

So while I have to say that voice recognition is awful and probably won't be flaw free any time soon, it does pay to just be patient.

Don't forget that it is a regular human being at the other end of the phone. Giving them attitude and rushing them won't help you solve your issues any sooner than you would wish.

*edit to add* and don't forget, turnover at call centers is usually pretty high. There is a decent chance that you are getting somebody new.
Be that person that works with them and is positive. You will help them to help you and they might just be better for the next time.

Love this - all true. Really - how would YOU like to work at a call center? A fairly unattractive job, with low pay.... always remember who you are talking to..... that Agent just got 50 phone calls from very ANGRY people.... and they have to FIGHT to be in a good mood.

And this is where you come in. Just recognize that the "Phone Agent" is miserable. Now? Work them.

Be happy, be pleasant, COMPLIMENT them, flatter them.... WORK THEM. Work them the way your Boss works you . Kindness, understanding, asking about the Family..... get nasty? You lose. Don't lose.... manipulate the human .

(Oh, I'm gonna catch Hell for this )

 

[DebbieB]

I try never to call on weekends, I think the less experienced work weekends. The only time I had a DVC reservation messed up (before the automated reservation system) was on a weekend.

 

[Mackenzie Click-Mickelson]

The reason they ask you to verify information multiple times is because they don't want someone who isn't you calling and making changes to your package. They want to double confirm that it is you, not just using the automated system. The initial automation questions are just to get you in the queue to have your call picked up by the next available agent. Depending on what you are calling for you are prioritized. The automated system doesn't store your reservation number for the agent that picks it up, they have to manually put it in. It's a pain in the butt but I understand why they do it that way.

I do agree with this as it is important to route you to the correct department though it depends on the software system that company is using as far as the information the call agent would have.

My last company I worked for was an insurance company. You answered prompts and entered in your policy number. Your policy information including your agent's name, state, phone number, your policy number, name, line of business (home/auto, etc), your household number all showed up through the software system my company was using. If speaking to an insured (most of the time I spoke to the agents directly so it was a bit different) I had to verify the identity of the caller due to privacy reasons by asking for the last 4 digits of their SSN or their phone number or their address. If the system was down (which it happened all the time) I would get none of the information I needed thus I would have to ask the caller the information over again.

However, a few days ago I had to call LTD, Commodities due to an order issue. I called their number for assistance and entered a prompt as to the reason for calling which was an order issue but I did not enter in my order number or phone number just answered that prompt. The person answered and knew all my information including my order number (and had it up as well), my name and my address but did ask to verify my name and that my address was still what it showed on my account. The reason she knew all my information without me entering it is I assumed the software system they were using was able to match my phone number with my account by tracking my phone number. I know other companies use this as well as they have all my information without me entering information like an account number or order number. Basically it detects the phone number you are calling from and matches it with your phone number on your account. This is my assumption though because I'm not sure how else they would have all my information without me entering anything in.