To any cm...a minor rant

[k5thbeatle]

Sorry, I think most cm's are great but can I post a minor rant? (Well I'm gonna anyway ) And I realize you probably get all kinds of questions from the sincere to the completely ridiculous.

A) When someone asks something you do not know about please do not make up an answer to "appease" the questioner. A truthful, "I'm sorry sir but I do not have that information but you might try/ask..." would be much more appreciated.

B) When someone innocently asks "Oh, when did they start doing this?" or "When did that start?" don't sarcastically say this has always been this way! "Hmm, let's see you look about 25 years old and I've been coming here since 1971..."

 

[Mom of Sleepy Bashful and BabyDoc]

Hmmmmm.........me thinks you had trouble with this when you were there??


Maybe they should require CM's (along with the ones that answer the phone) to read 100 hours of the Disboards before they can go out "on their own".

 

[OrlandoMike]

The problem is "Traditions" (the disney training program) went from 3.5 days where you learned the history of the company and it's "traditions" to 1 day of "fair square and legal" where you learn how to save the company money on lawsiuts.

One more cutback that has really hurt the company. (IMHO)

P.S. I for one have no problem telling a guest "I dont know, but if you can give me a few minutes I can find out."

 

[Mom of Sleepy Bashful and BabyDoc]

The problem is "Traditions" (the disney training program) went from 3.5 days where you learned the history of the company and it's "traditions" to 1 day of "fair square and legal" where you learn how to save the company money on lawsiuts.

One more cutback that has really hurt the company. (IMHO)

Well, that stinks. Like I said, maybe they really should spend some time on here.

P.S. I for one have no problem telling a guest "I dont know, but if you can give me a few minutes I can find out."

 

[Paisleyjane]

I don't like to be critical of the CM's, I really appreciate most of them very, very much. However, I felt it is disturbing that the older woman (we are talking 70's) that has been working outside City Hall passing out maps and asking if anyone in line just has any questions (she is dressed as guest services cm) has been giving answers that I know to be wrong. I really find this very sad. Fuind her something else to do, or make sure she knows the correct answers. I saw this happen both in September and October.

 

[k5thbeatle]

I don't like to be critical of the CM's, I really appreciate most of them very, very much...QUOTE]

Ditto, but it gets frustrating when the info turns out to be wrong and affects your plans.

 

[ECurto]

Sorry, I think most cm's are great but can I post a minor rant? (Well I'm gonna anyway ) And I realize you probably get all kinds of questions from the sincere to the completely ridiculous.

A) When someone asks something you do not know about please do not make up an answer to "appease" the questioner. A truthful, "I'm sorry sir but I do not have that information but you might try/ask..." would be much more appreciated.

B) When someone innocently asks "Oh, when did they start doing this?" or "When did that start?" don't sarcastically say this has always been this way! "Hmm, let's see you look about 25 years old and I've been coming here since 1971..."

I 1000% aggree, you have no idea I just wanted to confrim stuff with a cast member like "the monorail stops running at 1:30AM tongiht right?" To which i was told "no it stops at 9PM"..to which I replied "but MNSSHP is going to midnight and isnt souposed to run 1 and 1& 1/2 hours after the park closes?" She then is like "o yea i gues" The worst part, i heard her giving the same wrong info to another person after me. So annoying.

 

[safetymom]

If you are asking a question about a part of the park they are not working in they may not know the answer.

If you are in MK and asking a monorail question they might not have a clue.

 

[Crazy Hakim]

OK, ready?

STATISTICS: Located at Lake Buena Vista, Florida, 20 miles southwest of Orlando off Interstate 4 and U.S. 192 on a 30,000-acre site planned as the Experimental Prototype Community of Tomorrow (EPCOT). Total developed acreage: 7,000. Designated wilderness preserve 8,200 acres. Opened Oct. 1, 1971. Open daily year-round.

EMPLOYMENT: 35,000 employees.

EPCOT: A permanent international showplace covering 260 acres. Opened Oct. 1, 1982.

Future World -- Theme areas focusing on discovery and scientific achievements. Major attractions: Innoventions, Spaceship Earth (AT&T), Universe of Energy (Exxon), World of Motion (General Motors), Journey into Imagination (Kodak), The Land (Nestle USA), Horizons, The Living Seas (United Technologies Corp.) and Wonders of Life (Met Life).

World Showcase -- Eleven nations surrounding the World Showcase Lagoon: Canada, the United Kingdom, France, Japan, American Adventure (Coca-Cola and American Express), Italy, Germany, China, Mexico, Morocco and Norway.

MAGIC KINGDOM: 41 major adventures on 100-acre site. Seven lands with attractions, restaurants and shops based on favorite Disney themes of yesterday, tomorrow and fantasy: Adventureland; Liberty Square; Frontierland; Main Street, U.S.A.; Fantasyland; Tomorrowland, and Mickey's Starland.

DISNEY-MGM STUDIOS: A working TV and film studio as well as a theme park. Production facilities opened summer 1988. Entertainment facilities opened May 1989. Attractions include: Star Tours (M&M's Chocolate Candies), The Great Movie Ride (Coca-Cola), SuperStar Television (Sony), Monster Sound Show (Sony), Jim Henson's Muppet Vision 3D, Indiana Jones Epic Stunt Spectacular, Backstage Studio Tour, Catastrophe Canyon, Behind the Magic: Special Effects and Production Tour, Magic of Disney Animation tour, Jim Hensons's Muppets on Location, Beauty and the Beast - Live on Stage, Post Production Editing and Audio, Teenage Mutant Ninja Turtles, Voyage of the Little Mermaid, and "The Twilight Zone Tower of Terror."

PLEASURE ISLAND: A six-acre nightclub theme park, adjacent to the Disney Village Marketplace, featuring seven nightclubs plus shops and restaurants. Includes a 10-screen AMC theater complex and the unique 400-seat Planet Hollywood restaurant.

THEMED RESORTS: 23 resorts -- including 20 hotels, a campground, vacation villas and vacation club -- totalling 22,358 accommodations.

MAGIC KINGDOM RESORT AREA/MONORAIL RESORTS: Disney's Contemporary Resort, 1,053 rooms; Disney's Polynesian Resort, 855 rooms; Disney's Grand Floridian Beach Resort, 901 rooms; Disney's Wilderness Lodge, 728 rooms; Disney's Fort Wilderness Resort and Campground, 1,192 campsites and vacation trailers plus group camping area. Contemporary, Polynesian and Grand Floridian located on the monorail line.

EPCOT RESORT AREA: Disney's Yacht Club Resort, 635 rooms; Disney's Beach Club Resort, 580 rooms; Walt Disney World Swan, 758 rooms (operated by Westin); Walt Disney World Dolphin, 1,514 rooms (operated by Sheraton); Disney's Caribbean Beach Resort, 2,112 rooms.

DISNEY VILLAGE RESORT AREA: Disney's Village Resort, 585 family villa units; Disney's Port Orleans Resort, 1,008 rooms; Disney's Dixie Landings Resort, 2,048 rooms; Disney Vacation Club Resort, 497 units; Official Hotels of Walt Disney World, 3,744 rooms in Buena Vista Palace, Grosvenor Resort, Doubletree Guest Suites Resort, The Hilton, Courtyard By Marriott, Hotel Royal Plaza and Travelodge Hotel.

ALL-STAR RESORT AREA: Disney's All-Star Sports Resort, 1,920 rooms. Disney's All-Star Music Resort, 1,920 rooms, opening in phases with completion scheduled for March, 1995.

SHADES OF GREEN ON WALT DISNEY WORLD RESORT: (Formerly known as The Disney Inn) U.S. Armed Forces Recreation Center operates this 288-room resort for vacationing servicemen from all branches of the armed forces. Walt Disney World continues maintenance of golf operations on the two championship 18-hole golf courses and nine-hole executive course located adjacent to this property.

CONVENTION FACILITIES: More than 600,000 square feet of modern meeting space located throughout the resort areas. Major function space is available at Disney's Contemporary Resort, Disney's Grand Floridian Beach Resort, Disney's Yacht and Beach Club Resorts, Walt Disney World Dolphin, Walt Disney World Swan, Buena Vista Palace, The Hilton, Hotel Royal Plaza and Grosvenor Resort.

RECREATION: Five championship golf courses and a nine-hole, family-play course; Blizzard Beach water theme park (opening this spring); Typhoon Lagoon water theme park; River Country water park; Discovery Island tropical gardens and zoological park; tennis courts; pools and lakes for swimming, boating, water skiing and fishing; jogging paths; horseback riding.

DISNEY VILLAGE MARKETPLACE: Disney's newly-remodeled waterside shopping village with more than two dozen shops and dining locations.

TRANSPORTATION: Monorail trains, ferryboats, launches and shuttle service between all areas.

HOTEL RESERVATIONS: For rooms in all hotels and villas within the Walt Disney World Resort, call (407) W-DISNEY between 8:30am and 10pm Eastern time, or a local travel agent.

Got that? Test tomorrow morning at 7am.................

 

[PamNC]

I certainly don't expect every CM to know every single little detail. I mean, the place is so immense. It would be impossible for any one CM to know it all. However, I do agree that they should say something like, "I'm not sure but if you will hold on a moment, I'll try to find out for you." Not just shrug it off like "I don't know...."

For the most part, we've had wonderful experiences with the CMs. In all of our trips I'd say we've had maybe 3 or 4 negative CM experiences. And, we've been going since 1994, often 2-3 times a year.

PamNC

 

[DutchsMommy]

I certainly don't expect every CM to know every single little detail. I mean, the place is so immense. It would be impossible for any one CM to know it all. However, I do agree that they should say something like, "I'm not sure but if you will hold on a moment, I'll try to find out for you." Not just shrug it off like "I don't know...."

For the most part, we've had wonderful experiences with the CMs. In all of our trips I'd say we've had maybe 3 or 4 negative CM experiences. And, we've been going since 1994, often 2-3 times a year.

PamNC

I agree with Pam. I know in our call centre @ work we have a 'help' line for agents to call if they don't know the answer - ie they put the customer on hold, call the help line, and then get back to the customer. I think (this could be totally wrong!) the CMs have walkie-talkies, maybe they could have a 'help' frequency to call into if they need additional info?

 

[Tarheel Tink]

I agree. We missed our 1 chance to see Lucky the Dinosaur this May at AK because the CM I asked insisted he would not be appearing that day at all. I read a trip report with photos that showed him that very day I missed him!

 

[safetymom]

Not every CM has a walkie talkie to radio for information.

 

[catbertdave99]

While I agree with the OP that it could be frustrating to get incorrect information, here's a little perspective from my tiny, insignificant corner of the world.

I manage a small business of 35 employees. They're all awesome people, good at what they do, but it is difficult to get all of them on the same page even on the rare occasions I do everything right and everything I possibly can. That's with 35 employees.

Disney is a world-class leader in customer service -- the fact that they do as great a job as they do is amazing. With the thousands of people working each day at WDW, they do a tremendous job. Yes, there will be slip-ups and outright mistakes. Yes, incorrect information will be given. But I suspect that it's possible to have a good time anyway. I have never been to WDW and found that I was able to do everything I wanted -- there's just too much. So if I miss out on Lucky the Dinosaur, I am sure I can find something else to do instead -- and still have a good time and enjoy my vacation.

Disney has spoiled us with their excellent customer service. Even when they fall short, they're still head and shoulders above everyone else. That's why we all keep spending money and going back.

Give 'em a break. They do a great job. Unfortunately, each of us is going to run into someone who lets us down there, but overall the CM's and WDW in general are still doing a great job.

Just my opinion.

 

[OrlandoMike]

EMPLOYMENT: 35,000 employees.

More like 55,000

Future World -- Theme areas focusing on discovery and scientific achievements. Major attractions: Innoventions, Spaceship Earth (AT&T), Universe of Energy (Exxon), World of Motion (General Motors), Journey into Imagination (Kodak), The Land (Nestle USA), Horizons, The Living Seas (United Technologies Corp.) and Wonders of Life (Met Life).

World of Motion.....WOW is that still there? Horizons too? cool, I'll have to have a trip over there tonight to check that out!

PLEASURE ISLAND: A six-acre nightclub theme park, adjacent to the Disney Village Marketplace, featuring seven nightclubs plus shops and restaurants. Includes a 10-screen AMC theater complex and the unique 400-seat Planet Hollywood restaurant.

10 screens? WOW thats a pretty small theater!

DISNEY VILLAGE RESORT AREA: Disney's Village Resort, 585 family villa units; Disney's Port Orleans Resort, 1,008 rooms; Disney's Dixie Landings Resort, 2,048 rooms; Disney Vacation Club Resort, 497 units; Official Hotels of Walt Disney World, 3,744 rooms in Buena Vista Palace, Grosvenor Resort, Doubletree Guest Suites Resort, The Hilton, Courtyard By Marriott, Hotel Royal Plaza and Travelodge Hotel.

Dixie Landings? I thought that name was offensive?

See how easy it is to miscommunicate information? ? ? ?

 

[Mom of Sleepy Bashful and BabyDoc]

See what I mean??? If misinformation is given out on this board, there is always someone here to correct it..........and a CM at that!! I'm tellin' ya, they need some time reading this board. (edited to add: Mike is a graduate, obviously )

Good job, Mike. Way to keep on your toes.

 

[donmil723]

I agree. On our last trip our room wasn't ready at BCV, but I asked the CM checking me in if it was non-smoking and non-handicapped and she said "Yes!" When I called to get my room number I found it was on the fourth floor and thought it might be in the wing of smoking rooms so I asked again and was told it was smoking optional. This CM at the call center was great and called the BCV front desk and got my room switched to a non-smoking, non-handicapped room but I had to go back to the front desk to get my room keys switched. Not that big of a deal but if the first CM at check-in would have known what she was talking about, we could have tried to straighten it out at that time. Shouldn't front desk CMs know what rooms are smoking or not, handicapped or not, and where the stairs are located in the resort? These are all questions I have been given wrong information about by front desk CMs. Thankfully, most seem to know what they are doing!

I agree that a MK CM might not have an answer about a resort or Epcot but they should know their area.

Donna

 

[happygirl]

all I can say is people are human and mistake will be made

 

[pansmermaidzlagoon]

I agree, if they do not know the answer they should just admit it, not make something up or just tell you anything off the top of their head like they really "know". We have had this happen too much. One time was in a merchandise shop - and yes, I DO expect them to know what is available in their shop. It was not a big shop - it was one at the end of a ride...and it was dead in there, so they could have taken the time to look. I have no problem with someone admitting "gee, I am really not sure" and hopefully, "let me find out" (if that is reasonable given the circumstances, of course) - but have a big problem with them giving bad info.

 

[OrlandoMike]

See what I mean??? If misinformation is given out on this board, there is always someone here to correct it..........and a CM at that!! I'm tellin' ya, they need some time reading this board. (edited to add: Mike is a graduate, obviously )

Good job, Mike. Way to keep on your toes.

Thanks, but in defense of the other CM's.....back in the day, there was one park, two hotels, and a campground. It was very easy to keep up on current events. Now days, its a small city with 4 parks, numerous hotels, scads of character meals, parades, fireworks, etc. It's very difficult to keep up with everything that is going on. BUT, there is always a way to get information. Saying "I dont know" and leaving it at that is simply not acceptable. (At least to an old school guy like myself) LOL