Starting to hate calling for ADR's

[Fionasmommy]

The first two times I called, I got great CM's, who chatted with me and were full of great suggestions and ideas for our first trip. I guess I got spoiled, because the last 3 or 4 times I've called to change ADR's the CM's have been terrible. Not interested, not friendly, nothing. They speak as if they're reading right from a script and can't be bothered to "act" like they mean it or like the even care. I try to chat with them or say something to get them to laugh, and they respond with complete silence.

And every request I make (can I please cancel this, I'd like to make another reservation, etc.) is followed by a heavy sigh from them.

I just booked Chef Mickey's and asked the CM to note that it was for a birthday, and she told me just to notify them at the restaurant and it would be fine. Huh?

It's such a bummer because I love planning this all out and it's so nice when the CM on the phone really shares my excitement. I was planning on changing several ressies when I called tonight but I just hung up figuring I'd try again tomorrow and hope I got a different CM.

 

[thelionqueen]

I too have gotten a couple of not so friendly CM's. If I get someone I don't like, I'll politely end the conversation and call right back.

We spend a lot of money on Disney & Dining and I like to be treated with a smile

 

[tjmouse]

I know everyone has a bad day, but I am sorry. How bad can that job be? I mean, I am sure they have rude customers, but everyone does no matter what your job is. I deal with rude people all the time. The difference it, I work for a hospital - they work for Disney! I'd trade them in a heartbeat if I could make the same money doing it. I'd even do it for a little less!

Anyway, the point I am getting at is, Disney is supposed to be one of the top dogs in customer service. I am not seeing it anymore. I still think they are above a lot of places I have been to, and I can't say that it's not happening everywhere, because it is, but they need to get their act together!

It's just happening too much. There are some great CM's out there. I have met some of the best. But, I have also met some that need a lot more training and I just don't think Disney is giving it to them anymore.

 

[Mike N Kathy]

Yeah ive gotten some CMs like that when calling disney dining but then sometimes u get really nice ones >.< luck of the draw i guess

 

[kimberh]

They all have names and a supervisior. I always get a name. We were treated terribly at Cinderalla'a Castle by the manager and we will not eat there again. I know it's a popular place but money speaks and Disney needs to remember that. We love Disney but that man just about ruined our trip and we were a party of 8 with a ressie. So since that day I said never again would I be treated rudely again without turning them over to management. If they work with people then they should handle people with a smile and thank you.

 

[hookedup]

I had a really, really bad one today! I should have ended the convo and hung up but no, I didn't - so I only have myself to blame. Oh man she was soooooo clueless - I was telling her stuff about what I was trying to book. Then she was repeating the same info back to me as she finally found what she was looking for and read it from the computer. She also took 3 or 4 minutes looking everything up each time.
I don't mean to be harsh - I know that everyone has to start off new in a job and learn, but wow what a difference between CM's!!

 

[Fionasmommy]

I wish DISer's worked the phones at CRO!! Imagine how much we could get done!

 

[Tinker74]

I had a really, really bad one today! I should have ended the convo and hung up but no, I didn't - so I only have myself to blame. Oh man she was soooooo clueless - I was telling her stuff about what I was trying to book. Then she was repeating the same info back to me as she finally found what she was looking for and read it from the computer. She also took 3 or 4 minutes looking everything up each time.
I don't mean to be harsh - I know that everyone has to start off new in a job and learn, but wow what a difference between CM's!!

Thats got to be the one I got...she was clueless..and talked reallllly slowly.
I was on the phone for an hour and only made a few adrs...because she had never heard of anything....she told me wonderland tea party didn't exsist???
And even refused to book CRT for me because she said my CC wouldn't work because it was English
I was so angry..i had called at 180 days 7am..to get an early breakfast at CRT and this total loser was refusing to book it for me..because she couldn't put a state in the state box.
I remember thinking after I got off the phone..this woman needs to be sacked...how many other people are going to be put thru the same with her?

 

[Anewman]

I really dont like when cms(CSRs) try and make small talk or joke around with me while trying to take care of business. I wish they would just do the job in the quikest time possible, if that means they dont have time to wish me a magical day thats great.

I am sure I have had a few CMs or other companies CSRs have said terrible things about me after taking my calls. I always say "please", "thanks" and "sir", I just dont have time to talk about the weather or where I am from.

I understand when they are not doing their job, but telling a supervisor cuz one does not like their personality?????

 

[Tazicket]

It doesn't seem to be just their personality. Heaving great sighs when someone asks you to do your job is just plain rude. We spend a lot of money at Disney and we all expect to be treated with respect and common courtesy.

 

[bigdisneydaddy]

From what I have read they work in a room full of phone banks and are poorly paid and poorly trained with a high turn over rate. Sounds like Disney is getting what they are paying for. Every profession in every part of the country has people that are just putting their time in, I am sure everyone knows the type. Unfortunately thats the one you get to talk to occasionally.

I am not trying to make excuses, I just think that great customer service is a thing of the past. Its not something that happens naturally, it requires some very good management and a commitment corporate wide.

I humbly yield my soap box

 

[jctwizzer]

The first two times I called, I got great CM's, who chatted with me and were full of great suggestions and ideas for our first trip. I guess I got spoiled, because the last 3 or 4 times I've called to change
2

Looks like that's 5 or 6 calls, just cause you can't make up your mind. I'm not surprised they're somewhat impatient-JMHO

 

[Uncleromulus]

Will begin by saying that the very many times we've called to make ADR's (and that's a lot of calls over the years), we almost always had "good" CM's . Several times I've run across a few who had a great deal of trouble in speaking English, but that's about it.
From what I understand, the primary mission of these folks is ONLY to take the customers dining requests (date, time, restaurant) and enter that into the computer to get the requested ADR. They aren;t set up to offer dining advice, suggestions, MK parking pointers, etc. And I believe they are bound by times and the # of calls they handle in a day. So the opportunity for "small talk" really isn't there. Many of them have never been to the restaurants for which they are taking ADR"s--in fact, I understand that many aren't even IN WDW..I remember once I was attempting some small talk and inquired as to "How's the weather down there"? The lady laughed and said she wouldn't know since she wasn't in Florida!!
All that said--no reason why politeness and friendliness should go by the wayside. The job is answering the phone--no matter who it is, or how many previous times they have called. But callers should understand that most of the time they aren't talking to Disney restaurant experts.

 

[DisneyFanatik]

Looks like that's 5 or 6 calls, just cause you can't make up your mind. I'm not surprised they're somewhat impatient-JMHO

Is there supposed to be a call limit?! It doesn't matter if the op calls a hundred times, she should get pleasant, professional service each and every time she calls! JMHO.

 

[Uncleromulus]

No limit. And highly unlikely one would get the same CM on any call after that first one.
Like I said-politeness and friendliness should never go by the wayside.

 

[Fionasmommy]

Looks like that's 5 or 6 calls, just cause you can't make up your mind. I'm not surprised they're somewhat impatient-JMHO

Sure is, and it's being dragged out further because I can't seem to get a friendly and knowledgable CM on the phone. I have to call back to get them to add a note about the birthday, and fix the name on the ressies because the last CM spelled it wrong 3 times in a row and acted like I was the problem.

And for the record, all you have to do is read the threads here to see that lots of people make and change their ADR's all the time. First timers like me, who update and change things due to tips from others, and veterans who just can't decide.

Of course we're not getting the same CM's all the time, and of course there is no limit to calling. I'm sure Disney wants guests to be happy with their experience and come back again and again... CRO is many people's first point of contact with Disney, and thus their first impression. The CM's on the phone should exemplify Disney service and magic. They don't need to ask me about the Broncos or how my day was, but I would like them to know all about Disney and be able to asnwer my Disney restaurant questions in a friendly manner. The first time I called and got an absolutely wonderful CM, and after the conversation I hung up the phone even more excited about going to Disney World. I was sold on Disney magic! And I added 3 days on to our trip!

Maybe it's a coincidence, but the really great CM's I've spoken to also seem to be the most knowledgable - they don't sound like newbies who are wasting time by chatting to me on the phone. And when they hear DD's age and suggest the Wonderland Tea party, and as a result I book it for DD, it's not time wasted -- it's money earned for Disney.

I just don't like having to tell CM's about meals or policies they don't know about. I've never even been there!! If I know something and they don't, what does that say about them??

 

[mickeymousemom]

I almost hate to say it(seeing as I'll be making ADR'S again myself in about a month), but I have rarely had a CM without much of a personality, and never had one who was clueless or rude. When I made ADR's last year, it was my DD's 16th Bday and the first CM I had made a note of it on our ressies. She even made some suggestions about the bday thing. When i called back to make more ADR's or to change some(which I always do), I think I may have only gotten one the whole time that I didn't care for...but she did do her job.
DH and I spent 2 days down there a couple weeks ago, and I had no problem then either(and I called numerous times to schedule and change as we weren't sure of our exact plans)...

I'm now crossing my fingers for April......

 

[mickeymousemom]

Looks like that's 5 or 6 calls, just cause you can't make up your mind. I'm not surprised they're somewhat impatient-JMHO

Was that statement meant to be rude? I'm pretty darn sure that people call ALL the time to change and make ADR's. AND seeing as you get a different CM everytime you call then it shouldn't matter. These people should be trained to deal with people calling and changing things. I'm telling you it happens all the time..its Disney, and it shouldn't matter.

 

[frogfuzz]

I tangled with one last over last new years eve ADR. He kept telling me MGM closed at 7 pm and no restuarants were open. I finally just said thanks and called later.

 

[Lorelai]

And for the record, all you have to do is read the threads here to see that lots of people make and change their ADR's all the time. First timers like me, who update and change things due to tips from others, and veterans who just can't decide.

It used to be that you had to call every day to get your ADRs. It is only recently that you may book all of your reservations, as long as you are booking the appropriate days out from the first day of your stay. Therefore, I used to have to call 7 consecutive days in a row. Everyone did.

Now I book all at once, then call back when my DH or children think of "just one more" place they want to try.

It's my vacation for crying out loud. I'll call and make as many changes as I need to, on as many days as I need to. I am always very polite and very happy to speak with a CM - unless they have a crappy attitude - don't mess with the magic.