Tensions rise at Disney Reservations Center!!!

[KristiKelly]

Did anyone notice this thread was from 2005.

I just received an e-mail notice for this thread. I didn't remember responding to it - I guess that why, it's 2-1/2 years old.

How & why do these get resurrected??

 

[CarolA]

This would explain why calls to CRO are less than magical these days. Every call used to be wonderful - not anymore.

Not really, the OP is OLD!!!! This thread is back from the dead LOL!

 

[MsAmerica]

The last time I called WDW Dine ( I rarely call CRO because I am a DVC member) last month, the CM admitted to me that she worked from home for Disney on her PC. I was talking to her during a thunderstorm and her lights flickered a few times and because it flickered, she had to restart her computer. We ended up on the phone an hour because of her computer problems. I felt like we were BFF's when I finally hung up... I knew how many kids she had, their ages, how long she had been married, etc. She was actually asking me about certain restaurants because she wasn't familiar with them.

I am however perplexed by this talk of call centers, is it only central reservations that work in one? Do many of the dining reservationist work from home or is that position also usually operating from a call center? Just curious.

BTW, I have rarely gotten a bad CM but that is probably because I am a Disney veteran and am not asking a lot of questions. I generally know what I want when I call. I might be frustrating (even though I know it is the CM's job) to answer the same question 800 times a day. I know, no excuse, but they are real people on the other end of the phone with maybe sick kids, etc and maybe other problems at home.

JMO

MsA

 

[TinkerbellMama]

Did anyone notice this thread was from 2005.

I did. I was reading the OP and said, HEY, wait a minute...they've closed at 10 for as long as I can remember (first onsite stay was in 2005).

 

[raven69david]

I think the most amazing thing about this thread coming back to life is that the search actually worked for Bruce, or maybe it took him to a totally obsolete search result?

Back OT, my experiences with CRO/WDW Dining have all been generally pleasant. I've had 1 or 2 CM's get a little but i was there to squash that attitude since i knew i'd get nowhere with that CM i'd let 'em have it. Then i'd call back and be courteous to the next CM that treated me in the same fashion, after all, i am calling Disney.

 

[DarthKTrava]

Agents, who have been told that it's unacceptable to sign out to take a breather or get something to drink, are also not allowed to put callers on hold.

I guess potty breaks are out of the question too.... If I couldn't go grab a drink, at least take the bloody headset off for a few minutes or go pee, I'd be a wreck, wanting to go homicidal maniac on people or having to go home due to not being able to hold it any longer.....

 

[Feralpeg]

I think the whole thing is sad. I know people who have worked in CRO. I would sooner clean all the toilets in WDW then spend a day working in CRO. I know a lady who literally picked and chewed her skin off due to nerves. It was so sad. It's hard to be pleasant and "magical", when your stomach is churning and you know every moment could be your last on the job.

 

[UrsulasMyHero]

Weird, Zombie thread!

The idea that DRC/CRO hasn't changed, doesn't make me comfortable. My friend and I both worked for them. Neither of us were satisfied with the way we were treated. She was singled out because she was a single mom and couldn't be availble for the time they needed (after she'd had a set schedule for 2 years) and told that "Maybe you aren't what Disney needs any more." It wasn't a nice feeling to be told that Disney didn't appreciate her. She always did what the guest wanted, and never passed the buck.

I too, eventually said "I'm done", because after 14 years of customer service work, I was burnt out. I was a "WORLDPHILE" and I was sick of being hampered by the computer system, the mandatory over time, and the idea that every time I logged off the phone, to go to the restroom, to get a drink... what have you, was clocked against me. We had silly quotas and though I never had a problem meeting them (Most months) there was always the fear that THIS MONTH could be the month that got you fired.

Tensions were high in 2005, I hope they're better now.

As for me, I've gone back to school, I'm a Massage Therapist now. I love what I do. Do I regret my past work experiences? No way, but I wouldn't go back.

 

[MermaidsMom]

 

[tonyolily]

Weird, Zombie thread!

I was sick of being hampered by the computer system, the mandatory over time, and the idea that every time I logged off the phone, to go to the restroom, to get a drink... what have you, was clocked against me. We had silly quotas and though I never had a problem meeting them (Most months) there was always the fear that THIS MONTH could be the month that got you fired.

It's really sad that Disney treated/treats the CM's that work on the phones so badly.

I'm actually curious about the quotas that they have to meet. What kind of quotas are these?

 

[branv]

Well, increased/improved technology can be a double edged sword for both the customer and the call center.

There could potentially be a point where Disney improves their website enough to handle large # of reservations (though going on their current system, that is no where close to soon). If they do so, they could go the route of other reservation places (AA, etc) who offer free online booking but charge for booking through a call center. This would, of course, great diminish the number of calls received.

On one hand, that would alleviate the stress on the call center staff, but it would also reduce the need for staff. So, with a diminished staff need Disney would be able to be more selective, hire better workers and/or treat their workers more like employees and less like work horses. But again, that means layoffs and less work available to the community at large.

On one hand, the customer would be empowered to make their own reservations and ensure they're getting what they want (and if not, it's their own darn fault). But on the other hand, if there's a problem, you're confused, you really just prefer talking to a human and hate dealing with the internet, now you have to pay for this service and deal with technology glitches or slow load times during code/rate releases, etc.

Darned if you do, darned if you don't.

 

[Robert P]

This thread was started 2.5 years ago, so my Q's are:
1 - How in the world did it re-materialize at all this late??
2 - What possessed anyone to post, and thus revive, a thread that is so old??

 

[safetymom]

I think this thread is very interesting and whoever bumped it I am glad they did.

 

[TheRustyScupper]

1) People are leaving DRC.
2) The high turnover rate has spawned training classes twice per year.
3) My neighbor worked in DRC.
4) HAD to quit because she couldn't stand it any longer.
5) They just do not treat their people well.

 

[DisneyBride'03]

THat is just bad..I have spoken with some of the nicest people, and have had wonderful conversations with some CM's when calling into CRO.
I did write to guest communications to commend one in particular. He actually had a photo of characters welcoming us when we arrived along with a Magic Moment card...I recalled his name...it was the sweetest thing

 

[connie1042]

I booked the bounce-back when we were at the Contemporary in Sept. First call, all the compurters were down, so called back. Second time it took an hour to get things booked. Get home , retrive my e-mail and all the names are wrong,except mine. Call, get hung up on. E-mail, no response. Call again on my dime and am on the phone for an hour. They say it is all straightened out. Get e-mail, looks good. Get invoice, it says we have 8 people in our room at CBR. So now I have written a letter and sent it snail mail. Maybe if they can see it on paper, they will be able to get it in their computer right. Just waiting to see what happens.

 

[Feralpeg]

It seems like a lot of the problems reside with the computer system. From what I've heard about a bunch of Disney's systems, they are antiquated, patched systems that need to be replaced. It's pretty obvious by the number of times they are down. I'd love to get my hands on that system to do a redesign!!!!

 

[MS_mom_1965]

Maybe I've just been lucky, but I've always had very helpful, friendly CM's when I called. My reservations and information have always been correct on the first call.

 

[bytheblood]

Did anyone notice this thread was from 2005.

I didn't until after I posted. And then I was going to withdraw my comment, but realized nothing has changed in 2 years!!