Survey after talking to cast member

[TTFNTigger]

Ok so I just got off the phone after talking to a fabulous cast member that went above and beyond to help me with my reservation. I had planned to complete the survey at the end of the call but for some reason the phone disconnected before the survey started. I don't know if the cast members get bonuses for excellent reviews on these surveys but I feel bad that I wasn't able to give this guy some credit. Anyone know if there is another way to give a shout out to a cast member at the call center when all you know is his first name?

 

[MamaMaleficent2016]

I work in a call center environment. If you know the first name and the date and time of your call, they should be able to match it up via their call routing system. Additionally if you have a confirmation or reservation number that was used during the call... that will aid management in matching your call to the right person!

 

[LorrieAnn5]

Disneysurveys.com
Keyword DRC

 

[grannyminnie]

I'm in the same boat. Was going to participate in the survey at the end of the call and got this message. So far, I've not gone to the site to see if it's easy. I got very good service from the CM and want to say so!

 

[Debra1227]

I just got off the phone with the survey and I wanted to give the highest ratings and I pressed 1 instead of 5 on the first few questions...please note that all answers would have gotten a 5 star rating

 

[MiMi Bug]

I wanted to express my gratitude to Cast Member Ventia, her kindness and professionalism while assisting me
was above and beyond.
I am sure her Supervisor's are aware that she is truly an asset to the Disney Family.
Thank you,
Disney Passholder forever.

 

[JKCDA]

Question: those can’t be their real names, can they? I’ve had to mke maybe a dozen calls over the last few weeks to sort out some stuff, and I keep getting names like “Treasure” and another one I can’t remeber exactly but I do remeber going “well that’s just a random word, not a name...”

 

[Nancyg56]

Question: those can’t be their real names, can they? I’ve had to mke maybe a dozen calls over the last few weeks to sort out some stuff, and I keep getting names like “Treasure” and another one I can’t remeber exactly but I do remeber going “well that’s just a random word, not a name...”

Why can't the names be real?

I worked for ten years in a call center. We did not need to use our real names on certain projects, however we needed to be consistant. If someone wanted to use a different name than their own, and this was NOT encouraged, they needed to use that name always.
WHen I moved to QA if someone played fast and loose with their greeting, I had a chat.

 

[_19disnA]

Usually people at US based call centers use only their first name, so I have no reason to believe it is a fake. However, for those annoying off-shore call centers where the people can barely speak English, it is my understanding they use a fake name that sounds more like something we would expect from a person who lives here.

 

[JKCDA]

Why can't the names be real?

I worked for ten years in a call center. We did not need to use our real names on certain projects, however we needed to be consistant. If someone wanted to use a different name than their own, and this was NOT encouraged, they needed to use that name always.
WHen I moved to QA if someone played fast and loose with their greeting, I had a chat.

I only ask because the first two times the names were unusual I just thought “oh, what a neat name”. Then the next few times the names were STILL unusual, I started thinking “statistically, there’s got to be someone named Mark or Julie, or Parveen or Miguel, not always “Treasure” or “Vanquish”.

 

[Nancyg56]

Usually people at US based call centers use only their first name, so I have no reason to believe it is a fake. However, for those annoying off-shore call centers where the people can barely speak English, it is my understanding they use a fake name that sounds more like something we would expect from a person who lives here.

Yep. Or maybe because they think we cannot pronounce or understand their name. I interact with an overseas center that schedules auditors for a worker comp company. They use their names, and it is a welcomed change. I love talking with these people, and since I always use their names during conversation the whole call is better for me.

 

[Nancyg56]

I only ask because the first two times the names were unusual I just thought “oh, what a neat name”. Then the next few times the names were STILL unusual, I started thinking “statistically, there’s got to be someone named Mark or Julie, or Parveen or Miguel, not always “Treasure” or “Vanquish”.

I don't know. The last few years I was in Quality I gave up trying to understand what some parents were thinking. Our center was huge, and my project had a lot of turnover, so I was overwhelmed with names to begin with. My personal challenge is remembering someone's name. I could repeat conversations almost verbatim, and match the voice with that rep's face, but their Name? Not good. It is kind of personal when you cannot remember someone's name when you approach them, and some names were "unusual" so that just compounded my problem.

 

[Dug720]

Why can't the names be real?

I worked for ten years in a call center. We did not need to use our real names on certain projects, however we needed to be consistant. If someone wanted to use a different name than their own, and this was NOT encouraged, they needed to use that name always.
WHen I moved to QA if someone played fast and loose with their greeting, I had a chat.

Yeah. I used to work in a hotel reservations office (actually in the hotel - no call center off-site). We used first names UNLESS there was already someone with that name working there. If there was already someone in the office with your first name, you chose your "work name". if that person left, the most senior person with the duplicate name was given the choice of going to their real name or keeping their work name.

And while I think there may be some created names, I would not put Treasure or even Vanquish out of the realm of someone's real name. (I've taught a "Challenger" and have worked in a school where there have been students named "Godbless", "Sirenity" (pronounced "serenity"), "Unique", and even "Jihad".)

 

[ColoradoMom12]

I often wonder about the name thing when I call Disney, lol. It seems like every other person I talk to has a very unusual name. It's possible, I suppose, but I wonder about it every time I talk to someone whose name is very unique. A few months ago I talked to Clarabelle. It might not have struck me as particularly unusual except I have a kid who watches Mickey Mouse Clubhouse on Disney Jr. It almost made me laugh when she told me her name was Clarabelle. In my head, I was having a conversation with an animated Disney cow!

 

[writerguyfl]

Spoiler: This information might remove a tiny bit of magic about how the Disney Reservations Center operates.

I used to work at the Disney Reservations Center. All Cast Members use "stage names" that are unique. (I was Lance.) This is done to protect the privacy of Cast Members and to avoid having to give out agent IDs if the guest wants to make a note of the exact person taking the call.

Instead of saying "My name is Lance and my ID is 123456", the Cast Member simply says "My name is Lance and I'm the only Lance that works here".

At the end of New Hire training, Cast Members are shown a list of available names. When I was a Trainer, we had a little ceremony where we official gave out that name, removing it from the list. This was done because people with the more unusual stage names get asked "Is that your real name?" quite a bit. The scripted response is: "Yes, that's my given name" because the Trainers gave them the stage name.

Names are recycled when I Cast Member leaves the department. A few years after I left, I called to make a reservation and ended up speaking with the Cast Member who inherited my old stage name.

Stage names are occasionally retired if they become associated with polarizing public figures. For example, "Clinton" got retired during the impeachment proceedings way back when. If "Cosby" was a stage name, I'm whoever had it got a new name when he got charged.

 

[Nancyg56]

"Lance", I read the spoiler, and am a bit sad. I know it all in a name, but still....

 

[writerguyfl]

"Lance", I read the spoiler, and am a bit sad. I know it all in a name, but still....

There are tons of things I'd change at Disney if I ever went back and consulted. The quirky name thing wouldn't be one of those things. It actually works really well and having an on-stage persona while working on the phone is very similar to the on-stage personas that Cast Members in the parks and resorts use.

 

[Nancyg56]

There are tons of things I'd change at Disney if I ever went back and consulted. The quirky name thing wouldn't be one of those things. It actually works really well and having an on-stage persona while working on the phone is very similar to the on-stage personas that Cast Members in the parks and resorts use.

I can see that. Most of the projects I supported were financial or medical, so my employers felt that if we were asking callers to provide a whole host of sensitive information, the least we coudl do was provided our own name. I was not a fan when we had to give first and last. Mine is pretty unique.

 

[treusser]

Ok so I just got off the phone after talking to a fabulous cast member that went above and beyond to help me with my reservation. I had planned to complete the survey at the end of the call but for some reason the phone disconnected before the survey started. I don't know if the cast members get bonuses for excellent reviews on these surveys but I feel bad that I wasn't able to give this guy some credit. Anyone know if there is another way to give a shout out to a cast member at the call center when all you know is his first name?

 

[treusser]

After my survey, I realized I was distracted and rated everything with a one (1) thinking that was the best rating. I had a really great experience working with the cast member and want to make sure I didn't inadvertently negatively impact the rating. How can I correct my survey response? It was about altering my stay. I have my confirmation number if that helps to identify my particular survey.