To any cm...a minor rant

[Mom of Sleepy Bashful and BabyDoc]

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

I have absolutely no problem if someone from ANY company admits that they don't know. They can say, give me a minute and I'll try and find out for you. I don't expect anyone that works for a company to know everything. That would be unrealistic.

It really is a small city, isn't it? I wouldn't mind working in that small city someday.(retirement) But I would have to insist on working at MK. I don't care if it's sweeping the streets.............that's my favorite place.

 

[PneumaticTransit]

I agree it's hard for CMs to know everything. It irks me too when I hear misinformation given out... and I hear it everyday. All you can do is correct the CM and hope they don't do it again.

On a side note, when I worked the phones room for the All-Stars, we were all CM of Movies... most of us had never even been inside Sports or Music, but we are expected to know the ins and outs of all resorts. Not always easy when all you have is maps, phone numbers, and a reeeeeally slow computer. Then they added Coronado Springs. My training for answering the phone for Coronado Springs consisted of a list of phone numbers and the map they hand out to guests at the front desk. That's it. Never been there, have no idea what it looks like... but when someone pressed the front desk button on the phone guess who's answering your questions.

Now the phones rooms are centralized. Lots of people fear being called stupid by guests, so they just give what they *think* is the right answer.

 

[jann1033]

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. LOL

i agree with this also and don't expect any one cm to know everything .

maybe they think they know something and don't so of course they don't try to find the right info. however rather than the snotty attitude, why not just check it out if questioned? we got a ( very) few of "those types" also( ie husband asked why the emh am bus for mk hadn't come yet and the cm at the desk just gave him the off the cuff "it'll be here soon" remark instead of the accurate "they changed to emh to ak and that bus will be here soon" remark which almost made us miss the emh ak bus.) this was probably the biggest difference i have seen in some cms, the cms that need some "attitude" help.

 

[Fast Pass]

I agree about some CMs needed some informational help.

Then again for every misinformed CM there are a dozen who not only know the answer but will go over backwards to find an answer they don't know.

We had a situation at MGM where we needed help. Due to misinformation we almost had to miss our Prime Time reservation. Thank God a CM who happened to be in the area where we were helped us and politely informed the CM who gave us the false information what the real information was. Thanks Monica!

 

[Mickeyistheman]

But even if the CM didn't know the answer that you need to know right then and there, someone would come on this board and complain that they had to wait to get an answer. Not every CM knows everything.

All of us on these Dis Boards think we know everything but we don't and you know what sometimes people make mistakes, they are human.

Put yourself in their shoes for a day, think about how many different types of questions they get asked.

They do a great job and I hope they continue to do so!

 

[Horizons16]

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."

applying CMs should know about the company and its history first.... just my opinion. Then they know all about the Disney magic. The best CM are those who have been coming since they were children. They know whats it supposed to be like.

EDIT
Im not saying that they need to know how many miles of roads that are in the area. Little "fun facts" you could call them. Stuff like, Did you know that Walt wanted to use real animals in the Jungle Cruise.

I think the CM do a wonderful job and im jealous of them. I would love to wake up every morning and go work for the mouse.

 

[paladin]

Of course there are also cases when people give you incorrect information, but it isn't because they are making it up - they give what they think is correct information. They aren't going to check with some one else to get the information because, in their mind, they already know the answer. I think we see this all the time on the boards; people answer with information that turns out to be incorrect - they aren't trying to mislead anyone, they aren't too lazy to check - they give information that they believe to be correct.

Now if someone has an "attitude" when answering your questions at the parks, that is a different story, even if the information is correct, the service is not correct.

 

[lacy1101]

Someone on these boards mentioned a message board once for cast members to talk about guests. It was pretty interesting (and funny, too)! Anyone remember the address?

 

[k5thbeatle]

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.................

Ok, you pass!

 

[srfrgrl07]

applying CMs should know about the company and its history first.... just my opinion. Then they know all about the Disney magic. The best CM are those who have been coming since they were children. They know whats it supposed to be like.

EDIT
Im not saying that they need to know how many miles of roads that are in the area. Little "fun facts" you could call them. Stuff like, Did you know that Walt wanted to use real animals in the Jungle Cruise.

I think the CM do a wonderful job and im jealous of them. I would love to wake up every morning and go work for the mouse.

I see why you feel this way, but if Disney only hired CMs that are familiar with the company history, you would be waiting in longer lines for resort check in, dining locations, tickets, bathrooms, etc. and you may not see a CM for miles while walking through the park. I know it's hard for someone who does not live here to understand it, but not everyone that lives in Orlando wants to work at Disney, especially given the pay rates. And with so many people from other states/countries not everyone has been to Disney before.

Yes, it takes a certain kind of passion from a CM to meet the expectations that Disney has set for it's guest service. Similar to how certain people are great teachers, salespeople, doctors, lawyers, police officers, etc. Unfortunately, not everyone who employed in those respective jobs is as "good" as another.

 

[k5thbeatle]

I think some are confusing what I am saying. I believe most cm's do a great job. I also believe some do give info truly, honestly intending to be helpful where the info is actually wrong. Of course cm's cannot possibly know every aspect of Disney especially outside their park or area.

What I have a problem with and what I was posting about was the few(unfortunately seems like more each visit) cm's who are asked a question and "wing" it to appease the guest and get them out of their hair so to speak. I sadly must disagree with those who say this does not happen or is not happening.

I also own and run a small company. My employees are well trained but are also human and do not know the answer to everything. The difference is that if they are not to give any answer that they know is not 100% factual and accurate. They are trained to say, "I'm sorry sir I do not know." and then offer to direct the person to the source or tell them that they will find the answer for them. Now I know the last part may be difficult at a place as large as Disney but how hard is it to say something like, "I'm very sorry and I'd really like to help you but I'm afraid I just don't have that information. may I suggest you ask..." Way more professional and honest. Ok some guests may get angry but how much more angry will they be if they are given wrong info which affects their plans?

Part of this, no, much of this is a management problem or lack of!

 

[bytheblood]

I am amazed at how DEFENSIVE some are becoming over this topic. We all have different experiences.

I have called CRO quite a few times and have been given BS information by a CM that tells me they have been with Disney for 4 years, 10 years, ever since Disney bought Celebration....blah, blah, blurb.

When I called last month to book my May vacation, the CM told me that Legendary Years of Pop will be completed by my visit. W

I had one tell me when I called last year for my June 2005 trip that it was okay for people to pool hop as long as you are staying on property. I also had one tell me that I could go to church right there on property during my June visit. This guy said he was in his late 40s and has been working for Disney since shortly after Roy died. So I know it happens.

Fact-of-the-matter is, everybody encounters different people. I personally do not ask for info while I am in WDW, therefore I have not been misinformed while on vacation. I have been misinformed many times while calling CRO. When I was planning for June 05, I made 3 consecutive calls, receiving 3 different CMs and asked about Key to the World passes and was given 3 different answers. I was told
1. That these were not offered unless you had a package and were not refundable.
2. You can have them for room only ressies as well, but they need to be pre-purchased up to 48 hours in advance. They are refundable as long as I cancel them 6 days proior to my arrival date.
3. KttW is not offered any longer effective 5/5/05.

#2 was the correct answer and I knew that, but needed to hear it again I suppose.
I believe that is a training issue.

 

[srfrgrl07]

I am amazed at how DEFENSIVE some are becoming over this topic. We all have different experiences.

I have called CRO quite a few times and have been given BS information by a CM that tells me they have been with Disney for 4 years, 10 years, ever since Disney bought Celebration....blah, blah, blurb.

When I called last month to book my May vacation, the CM told me that Legendary Years of Pop will be completed by my visit. W

I had one tell me when I called last year for my June 2005 trip that it was okay for people to pool hop as long as you are staying on property. I also had one tell me that I could go to church right there on property during my June visit. This guy said he was in his late 40s and has been working for Disney since shortly after Roy died. So I know it happens.

Fact-of-the-matter is, everybody encounters different people. I personally do not ask for info while I am in WDW, therefore I have not been misinformed while on vacation. I have been misinformed many times while calling CRO. When I was planning for June 05, I made 3 consecutive calls, receiving 3 different CMs and asked about Key to the World passes and was given 3 different answers. I was told
1. That these were not offered unless you had a package and were not refundable.
2. You can have them for room only ressies as well, but they need to be pre-purchased up to 48 hours in advance. They are refundable as long as I cancel them 6 days proior to my arrival date.
3. KttW is not offered any longer effective 5/5/05.

#2 was the correct answer and I knew that, but needed to hear it again I suppose.
I believe that is a training issue.

Training is definitely and issue since things are constantly changing. CRO doesn't know until the day of if a code is coming out and when things change it's usually the day of as well (like the 180 dining window, BRP, etc.)

People are defensive because in additon to those experiences where misinformation is provided, there are just as many instances where a cast member has gone out of their way to assist a guest. They just want to make sure that CM don't get a bad rap. I haven't seen anyone here on this thread get as defensive as those on the refillable mugs threads, though. (can of worms, I know.)

No one is attacking the OP for the rant...everyone is entitled to share their experiences here, both good and bad. I agree that if someone is not sure of an answer, they should find out what it is. Unfortunately, many people think that makes them appear less credible to the guest so they respond with what they *think* is the right answer. Others just don't care, and have the attitude that "it's not my job." Still others may have been screamed and yelled at for not knowing and insulted so they choose not to divulge that they aren't sure. There could be many reasons, but in the sake of guest service, again, I agree that they should find out for sure.

And for the record, KTTW tix can be added to a room only res (not FL or AP reservations, though) up to a day before check in...as long as there is a "download" overnight to give the system time to process it. Same "day before" policy for cancelling them. So you could add them at 9:50 pm EST the day before your arrival if you want, as long as the transaction is complete by closing at 10 pm EST. However, I don't think anyone that visits these boards regularly waits that long to get their tickets

 

[Jabber_Jaws]

Someone on these boards mentioned a message board once for cast members to talk about guests. It was pretty interesting (and funny, too)! Anyone remember the address?

stupidguesttricks.com



Cheers:

 

[bytheblood]

People are defensive because in additon to those experiences where misinformation is provided, there are just as many instances where a cast member has gone out of their way to assist a guest. They just want to make sure that CM don't get a bad rap. I haven't seen anyone here on this thread get as defensive as those on the refillable mugs threads, though. (can of worms, I know.)

Have to agree with you on the last part. I am always amazed at how quick people are to attack people they do not know.

I see people getting defensive....more like it is personal attack on them. I guess one in particular stands out and instead of pointing her/him out, I summed it up.

 

[scubamouse]

stupidguesttricks.com



Cheers:

oh my word - i just lurked over there -

bleeping hysterical! sorry you all have to deal with that kind of idiocy

 

[disney1990]

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.

Are they the correct hours? That's not what I thought.

 

[k5thbeatle]

... I am always amazed at how quick people are to attack people they do not know...QUOTE]

??? Attack??? I guess I need to reread my thread?

 

[MagneticxBoy]

stupidguesttricks.com



Cheers:

thank you, I'm going to be reading this for awhile.. very entertaining

 

[Jabber_Jaws]

thank you, I'm going to be reading this for awhile.. very entertaining

Your welcome. I have family that are CM's at WDW, and they told me about the site. They are chicken to post on the site, but claim some guest can be that bad. ( yes they have told me some good stories. )

Cheers: