Tensions rise at Disney Reservations Center!!!

[BostonRob]

Every complaint issued here about Disney can be said for just about every other corporation in the US today. Look around you -- customer service is a thing of the past. You go to Best Buy -- there are bratty teenagers standing around, chit-chatting with each other instead of helping customers. You go to Walmart -- the cashier is talking on the phone and doesn't greet the customer. You go to McDonalds -- the cashier doesn't know the product she's selling, and if you ask a question that requires her to think "outside the box," she gets all flustered and confused.

Linda

Linda, you did sum it up fairly in the end by saying that as long as people shop at these cheap places, we'll continue to get the lousy service, but this is an aspect that demands further discussion.

Customer service is not a thing of the past. It still exists. The only problem is, you have to pay for it. If you don't want to deal with a disinterested teen, don't go to Best Buy. If you want good service, go to your local stereo shop. You'll probably pay about 50% more than you'd pay at Best Buy, cause that's what service costs. Walmart? You've got to be kidding me. Anybody who complains about the service at Walmart should have their head examined. You get EXACTLY what you pay for at Walmart.

How does this relate to Disney? I'm not sure. In many ways, its similar - you get what you pay for - Values are cheap, Deluxes are not. The problem here is that everybody has to go through the same call center.

Maybe they should have separate call centers for the Deluxe Resorts - you're paying a premium price, you should get premium service. But you can't use any discount codes for that call center. If you want to use a discount code, call the Value call center and sit on hold for 30 minutes.

So what I'm trying to say is this: Don't spend weeks upon weeks, looking for a discount code to knock your reservation at the Pop down to $59 a night, then complain when you have to sit on hold and then get a disinterested employee.

If you want good service, pay for it. Call your travel agent and have them book a package for you that includes a concierge room.

 

[chyam]

They need to have a better system for discounts. Like announce that discounts will be released on a certain date. Just like everyone has gotten used to hours being released on the 1st of the month. That would eliminate alot of phone calls and frustration.

What I think is really bad is that they do not advertise an 800#. So unless you are lucky enough to see one posted on the internet, you are having these long phone waits and paying too!

I'm glad I joined DVC!

There also should be a away to book your own reservations (with codes etc) on the internet. I hate calling since I answer the same questions over and over, if these questions are for marketing then it should already be on file. When I call I just want to find out if there is availability at the resort of my choice, if there is then go into the question and answer period. Disney keeps people on the phone longer than need be thus tieing up there cms. Also the 800 number is a little better but I for one don't like it because the cancellation policy is different, I believe it is 45 days out instead of 5 days.
The CRO is my biggest pet peeve with Disney and I think it needs a major overhaul.

 

[cocowum]

I call everyday because I am trying to secure another CRT breakfast. We have one scheduled but it is not until 10:00 and eventhough I more than happy with that time my DH is not. So I have been calling everyday and everyday I have spoken to great CM's. That is until today. It's funny because I called while reading this thread. It has always taken a few minutes to check all of my dates (4/22-5/1) Today "Brita" answers the phone and I give her my request and in FIVE seconds she says "nope, sorry" Come on, you didnot check my dates. So I said "Thank you" and hung up. It kind of ticked me off. But I will keep calling.

 

[Kasmir]

Got Quattro: Will all due respect, my fellow St. Louisan, I too have a position with mucho responsibility and manage people both educated and not.

A lack of education is not a reason for the poor service/training/attitudes/etc, it's an excuse. They're at the bottom of the food chain because that's where they choose to be. Ergo, your comments relating to those with exemplary service quickly moving up the ladder.

Experience has taught me that you don't have to be college-educated to be a dynamite go-getter who does your job to the best of your abilities and are rewarded as a result. Likewise, there are individuals with advanced degrees who are the single biggest idiots I know.

Flame away, but those are the facts.

I understand your frustration with managing a largely unmotivated work force. It IS irritating when people make comments that may contradict your direct knowledge of the industry. But I think that people here are commenting on what they've experienced as consumers and their opinions as a result.

I don't care how many calls that an operator needs to make quota, etc, poor service and a bad attitude are unacceptable and, at my company, if you were dumb enough to provide that level of service to our clientel, your **** would be kicked to the curb.

And yes, we have an extremely low turnover rate at our company.

On-going training. Fair compensation. Desirable incentives. Good benefits. Praise and recognition/incentives. Employee/employer respect. Zero tolerance. Those are the keys to a good team and it applies to ANY industry.

 

[jpeltier]

bump Hi,I received my confirmation today and guess what?It was wrong! I was booked with an annual passholder rate instead of a pincode rate.I called to straighten it out and the CM was wonderful.In fact,the pincode rate was 30.00 cheaper a night and we have 2 rooms WOO HOO. $60.00 a night savings - I'll take it.When asked, she said that there is a guest compliment line except you have to call ressies back to access it then you have to ask the CM to connect you.I did. Anyway,I just wanted to post that the CM could not have been more patient or more polite.

 

[KristiKelly]

I guess I'm in the minority, but I've always gotten great CMs. They've been polite, friendly, very helpful, made my ressies or answered my questions very quickly and most have even gone out of their way to look for me good deals. They've even made personal comments about the weather and told me good things about the hotels or restaurants I've chosen. I hate to see that Disney is being so hard on them. There may be a few bad ones, but I think most are very good at their jobs.

I've never had a problem either.

 

[C.Ann]

There also should be a away to book your own reservations (with codes etc) on the internet. I hate calling since I answer the same questions over and over, if these questions are for marketing then it should already be on file. When I call I just want to find out if there is availability at the resort of my choice, if there is then go into the question and answer period. Disney keeps people on the phone longer than need be thus tieing up there cms. Also the 800 number is a little better but I for one don't like it because the cancellation policy is different, I believe it is 45 days out instead of 5 days.
The CRO is my biggest pet peeve with Disney and I think it needs a major overhaul.

----------------------------------

I used the 800# and the cancellation policy was 5 days..

 

[Forevryoung]

Hah, try calling Dell customer service. Never once have I understood them!! I'd ask them to repeat themselves, but I'm not sure they even speak English

I hate to go OT but Dell... I have spent over 23+ hours (yes almost 24) on the phone with Dell and they are some of the worst and the best. The worst is that they will tell you that there are no supervisors, they will tell you that there are no extensions... After spending four hours on the phone you have things to do but you want the same person to talk to so that you dont have to start all over (after you get off hold for an hour). BUT Dell did wind up sending me a replacement computer (after they broke my first one which was two years old) and the replacement has Windows XP Media Center which doesn't go through the regular Dell department (even though it works exactly the same) and when I had to reinstall Windows (time number 4 in three years with two computers!) I got someone on the phone who is in Tennassee or something and he is great and speaks English and has an extension. So at Dell there are some really helpful people and some people who dont speak English and some people who just keep pushing your problem to the next person (its a software problem, no its a hardware problem..... for three hours). <sigh> I am never getting a Dell again.

 

[DMRick]

Also the 800 number is a little better but I for one don't like it because the cancellation policy is different, I believe it is 45 days out instead of 5 days.
******
I always use the 800 number and I always get 5 days out. However, my confirmation will often say 45, but if I call, they tell me to ignore it. I always do room only too, which I think makes a difference.

 

[dawgfan]

Seems like a huge reason to use Dreams Unlimited

 

[ExPirateShopGirl]

Got Quattro: Will all due respect, my fellow St. Louisan, I too have a position with mucho responsibility and manage people both educated and not.

A lack of education is not a reason for the poor service/training/attitudes/etc, it's an excuse. They're at the bottom of the food chain because that's where they choose to be. Ergo, your comments relating to those with exemplary service quickly moving up the ladder.

Experience has taught me that you don't have to be college-educated to be a dynamite go-getter who does your job to the best of your abilities and are rewarded as a result. Likewise, there are individuals with advanced degrees who are the single biggest idiots I know.

Flame away, but those are the facts.

I understand your frustration with managing a largely unmotivated work force. It IS irritating when people make comments that may contradict your direct knowledge of the industry. But I think that people here are commenting on what they've experienced as consumers and their opinions as a result.

I don't care how many calls that an operator needs to make quota, etc, poor service and a bad attitude are unacceptable and, at my company, if you were dumb enough to provide that level of service to our clientel, your **** would be kicked to the curb.

And yes, we have an extremely low turnover rate at our company.

On-going training. Fair compensation. Desirable incentives. Good benefits. Praise and recognition/incentives. Emloyee/employer respect. Zero tolerance. Those are the keys to a good team and it applies to ANY industry.

When I cash in all my equity here and move to St Louis I want to work for you!

 

[Kasmir]

When I cash in all my equity here and move to St Louis I want to work for you!

Alrighty, then!

 

[4boyz4me]

Solution: Use Small World Travel or Dreams Unlimited. They're a joy to work with. They'll get you the best deals without the hassles. I deal with Jodie at Small World, we do everything via email-no waiting on hold. I think she works out of her house and is just a gem. Had some panic last Sept. as we were twice delayed due to Ivan, she took care of everything...even though we crossed from Value season to the next expensive they honored my rate/package. I called her late one night when Orlando airport closed and she called me back in about 5 minutes!!! I've always tried on my own to beat their deals but never have.

Don't even get me started on Dell....

 

[ILoveWDW2003]

...or the team over at Dream Come True Vacations - they have been great, never let me down, always quick responses, very knowledgable group.

 

[cmonroe]

Well I for one think it is long overdue for them to hold some of the CM's accountable of making sure they are doing there jobs.
After so many stories of rude CM's. No CRT ressies after 30 seconds of "checking"??
I called a couple of days ago and booked a weekend of hotel in a matter of minutes, great CM.
I called a couple of days after to book the following weekend (for our January stay) and the CM put me on hold for 32 minutes to "check" my resort???????????
I was so irritated, I kept thinking she must be on her lunch or coffee break.
That being said, I hate for the magical CM's to have to be penalized because of the NOT SO magical ones.
We should pass around an email address tto compliment the ones that do their job great, so we can email Disney evertime we get off the phone, and let them know. Just a thought.

Gymbomom,

Be honest. Have you ever worked in a call center? I manage a call center. And I can tell you that I currently don't have one bad apple. All our reps are(currently) curtious, patient, understanding and offer a high-level of service. I have nothing to gain by saying this. These people catch hell every day from people. People that quite frankly can be very unreasonable. And although they catch hell every day, they come back to work, because they enjoy the overwhelming majority of nice people that they help daily.

I obviously cannot vouch for your experience of your 32 minutes of time on hold, but I can tell you that we put people on hold as well. The reason normally is we are trying to get them the correct and accurate answer, not just any answer. Databases and such do strange things to customer's data sometimes. Outbound or return calls are not always the norm in a call center.

As one other poster said, "On-going training. Fair compensation. Desirable incentives. Good benefits. Praise and recognition/incentives. Emloyee/employer respect. Zero tolerance. Those are the keys to a good team and it applies to ANY industry."

Another factor is that call center employees don't always make outstanding money. I would say by Disney's previous track record, I wouldn't doubt that Disney pays them poorly.

You wrote:

We should pass around an email address tto compliment the ones that do their job great, so we can email Disney evertime we get off the phone, and let them know.

You are definitely on the right track with your complimentary email! That actually does wonders for the employees. Raises have factored in multiple times on how much positive feedback a particular tech recieved!

That's the idea!

 

[geetey]

Sounds like a good plan, ExPirateShopGirl.

Kasmir, care to share the name of your place of employment? DH might want to switch jobs at some point.

 

[Gymbomom]

I don't even pretend to know what goes on in call centers. Does that mean I am not allowed to have an opinion on the customer service I receive?? Or you think my expectations are too high?? LOL I do know that I would like a reasonable amount of customer service whe I call CRO. I would like to know that they respect me and know my time is valuable. I don't have a problem waiting for an understandable length of time, but NO there is no excuse to leave someone on hold for 30+ minutes and never check back with them...a simple I am still checking, sorry about the wait would have been nice. I think I already posted this in this thread. I have had CM's "check" resorts with me on the phone with them.
I am a laid back kind of person, but I homeschool, work out, cook dinner, play with my kids, etc. I hate time that detracts from those things and goes to something wasted. Again, not an understandable length of time....just the ones like I mentioned before or spending so much time keying info to not only have to verbally repeat it again.
Then so many hotel companies have gone to great systems on booking on the internet, with even better rates available online...why is Disney so behind the "pack" on this?
Just like with my pizza, I order online instead of calling and have never had a messed up order again. LOL
Will CRO long holds, potentially messed up ressies, and wrong facts keep me from calling??? Nope, but I sure can "gripe" about it and ask them to PLEASE update, fix, or change their system.

 

[mking624]

I've just read through this entire thread and I can see all sides of this. I work at TDS and even though we're no longer owned by TWDC, we are still in a sense demanded by guests to bend over backwards for them...to the point where we have guests expecting us to perform illegal activity because "we're Disney" and we're supposed to do what they want. The expectations people have of Disney CMs is ridiculously high. I understand disney is pretty much supposed to be the leading example of customer service, but it seems as though most of our guests have forgotten the fact that we are human, have feelings, and once in awhile...we have bad days. *shock gasp...the horror!* Now, I'm in no way excusing that some CMs can be rude sometimes...but for every one rude CM, there a hundreds more rude guests. We get treated very poorly. So to see there's a new rule where they're not allowed to take a breather or get something to drink...that infuriates me. As if we don't have enough to deal with, these poor CMs get that on top of it. As much as many CMs love working for the Mouse, people typically are not willing to work themselves to a breaking point. Yes there SHOULD be accountability for their work, but it's not the guests' job to hold somebody else's employee accountable, that's the job of the employer and it looks like they are trying, even if some of the rules definitely need to be amended. Complaints can be made, but I would hope that the complaints would be done with tact. A kind word goes a lot farther than a harsh one...especially when it comes to the art of complaining.

One other thing that has really bothered me about this thread was the comments about bratty teenagers who work at Best Buys and how these stores provide terrible customer service (page 3 I believe). Let me just say something to clue some people into the reality of these stores. Yes, you will encounter people who don't know how to do their job but that's not any different from various Mom & Pop stores I've been in either where I had to "pay" for service. But you'll also encounter people who love helping others. My husband worked for Best Buy back from 2003-2004. He is currently at Circuit City. He is an extremely hard worker and is recognized all the time for his outstanding customer service. He has gotten excellent reviews for treating people with awesome respect and for having full knowledge of products. My husband is not some bratty teenager to stands and chats. My husband is a 25 year old seminary student. He also works with 2 other seminary students at the same location. He's a very hard worker and I'm very proud of him. So before we generalize the retail stores of our world by diminishing all their workers to "bratty teenagers", please take a moment to realize and recognize that there are some VERY good people at these stores. I'm not saying you must all now rush out and shop there, but please be decent enough to not generalize all the employees with that stereotype.

 

[Ocean Springs Mom]

This makes me sad, but, I've just had a horrible time trying to get our ressies straight.

10? long phone calls,

many let me check on your reservation, being on hold for 15 minutes,

then the paperwork comes in with the ressie all messed up...twice.

Yet, another call last night with 3 calls back from Josiah {wonderful, wonderful guy!} whom I hope, got it all straight for us.

It seems like they are just overworked and are forced to put us on hold while they answer other calls??? This is the first impression for many people...it needs some pixie dust.

 

[Ocean Springs Mom]

I really don't want to bash my favorite place on earth, I'm hoping that someone who screens these boards, will pass along this info, and maybe things will improve....