Unbelievable CM knew nothing

[Redbudlover]

I just got off the phone with a CM on the tours line and could not believe it. I wanted information about the Wild by Design tour and first she gave me the wrong information about the price saying it was $60 per person. Then she said it was every day and that she had no information about the times. I said I really needed to know what times it is scheduled as I am trying to put together my December spreadsheet, so she said she would go find out. Four minutes later she was back on the line saying the cost was $95 per person and it was held on M, W, Th, and Fr at 8:30! What? I get way better information from the DIS!

So then I asked about the new Segway Tour and she proceeded to tell me it was $90 per person, took place every day and took place at "the camping area." I said what! I took that tour and it is NOT the new tour. So then she said she would "check." Another 3 or 4 minutes goes by and she comes back with a $124 price per person, said it is called Nature Inspired Design and goes "around the rides." She said it is held on M-Sat at 8:15. She couldn't tell me where it meets or how long it is.

I always take the little surveys at the end of phone conversations with WDW and am happy to give my interactions a 5 for excellent. This time I was happy to provide poor, not knowledgeable, and not up to expectations. They didn't have an opportunity for "dumb", cheerful" (cause she was cheerful through the whole thing) and not trained to do her job.... All I could think was what if I were someone who didn't know anything about the tours... what shape would I be in then? What an idiot!

 

[Robo]

I just got off the phone with a CM on the tours line and could not believe it. What an idiot!

I think many of the phone CM's don't know a lot of operational information,
but, IMO, there's no need to call someone an "idiot."

 

[TillyMarigold]

Did you call the tour line specifically or the general WDW number? THe tour line is 407-WDW-TOUR.

 

[Wild4Walt]

I kind of ran into something similar this morning.

I called the line for the Pirate and Pals Fireworks cruise. The CM had all the information about the cruise, but when I wanted to verify the price she kept telling me 'appoximately'. I also asked about the Wishes Cruises and again she told me the price was 'approximately'.

It made me wonder if the computers were down and she was going from memory or if the prices are going to be changing in the near future.

 

[Jeanieblue114]

I have had consistently poor service when it comes to Disney CM's in the past few years and reservations seems to be the worst by far.

I have spent 10 minutes in the Mainstreet candy shop asking how much the unmarked rice crispy treats where. No cast member knew until I waited to have it rung up on the cash register. Don't they sell 5 million of those a day?

I completed the Disney Institute Keys to Excellence executive training course a few months ago and based on what I learned there, I think it is important to give Disney feedback about customer service (it is, afterall the basis of their business).
Go to the Disney website and write to them , even just a quick note, about your concerns.

Also, when you are on the phone with Disney, don't hesitate to ask for a manager. They will try to deter you, but insist! And be kind when you talk to them manager. Let them know that the CM you talked to needs some more training and seems to be having a lot of difficulty providing accurate/consistant information.
They need to know this!

 

[Micca]

Hey Robo- Is Disney outsourcing some of thee positions? FWIW I had the nicest CM on the phone the other day.

 

[Redbudlover]

Well then Robo, perhaps the person who declared her ready to advise WDW customers on tours should be the one who is labelled an "idiot". She gave me incorrect information on each and every questions I asked her until I challenged her. What would you call this?She is supposed to be trained on tours and didn't even know they had 3 Segway tours. Come on....

 

[Redbudlover]

Did you call the tour line specifically or the general WDW number? THe tour line is 407-WDW-TOUR.

I called the tour line specfically - maybe someone who made ressies or ADRs wouldn't have this information, but she was the "tour" CM.

Please keep in mind that I have never given anyone less than a very good or excellent on these surveys they do - this was unbelievable...

 

[Robo]

Hey Robo- Is Disney outsourcing some of thee positions? FWIW I had the nicest CM on the phone the other day.

I've not ever encountered a "surly" or non-helpful CM on the phone.

What I have encountered (and many here have, as well) are CM's who simply do not KNOW much (or anything) about the actual operation of the parks-
especially in the areas of transportation (bus hours and timing,) ticketing procedures (how upgrades work,) park timing (how and when of rope drops,) and many other detailed specifics.

I'm not surprised at this, as many of the phone CM's have likely never set foot in WDW.
Many (most) of the phone CM's are not even located in the Orlando area, but are
living and working elsewhere in the country.
And, their source of info ( printed or on-line) is "spotty" at best, in its depth of detail.

WDW Ticket CM and long-time Disser Cheshire Figment has a standardized posting about the reliability and voracity of the phone CM's.

He points out that most of these CM's are not intentionally "lying" to phone-in guests, but some do
tend to "make up answers" on-the-spot that may not have much bearing on the facts of the matter.

 

[Cheshire Figment]

Here is my standard post concerning phone lines which Robo referred to. Note that 407-WDW-TOUR is one of the lines that goes to DRC.

When you call Walt Disney World, unless you really know a direct number, you will get one of two offices.

The Disney Reservations Center (DRC) includes Walt Disney Travel Company (WDTC), Central Reservations Office (CRO), Disney Dining, and some other lesser known information lines. To the best of my knowledge the DRC locations are in the International Drive area, Tampa, Houston, Salt Lake City and somewhere in North Carolina. There may be more. Some of the people working at the DRC call centers may never have been to either WDW or DL (or both).

The Main Switchboard (407-824-2222) is also where all calls to Disney Resorts go if you are dialing the phone number on the back of your reservations form. Also that is where calls go if you dial the Operator from your room, and possibly even calls to the Front Desk. The Main Switchboard people will, if asked, also identify themselves as Guest Services. They can put you through to any number on WDW.

At both DRC and MS they have access to a computer which has lots of Guest Information and it is very well organized. Actually, all CMs who have access to a terminal, or who even can access the "Cast Portal" from off-site, have access to this Guest Services information. I will often open an extra window when I am responding to people and go into the Portal for the latest official information.

The people at DRC and MS do not deal with upgrades, partially used tickets, or problems related to tickets. They do not know all the rules. The people at DRC can sell unused tickets; the people at MS don't deal with tickets at all.

The people who work in the ticket booths at the Parks or in Guest Relations at the Parks (and this includes TTC, the Water Parks, and GRO in DTD) deal with ticket upgrades and unusual problems on a daily basis. I would not say that someone you talked to on the phone lied to you, but just they were attempting to answer a question when they really did not have an answer.

 

[mitsybella]

I had a similar experience this weekend, I wanted to book the Pirate and Pals fireworks voyage and the Wonderland Tea party, she said she would be unable to book the fireworks which was OK and she gave me a number to call back, when it came the Wonderland Tea she had no clue, first she tried booking the other tea party they have which is more expensive and then just tea at the Grand Floridian, I explained several times what it was and the price and she was unable to help so I asked for her to switch me to someone else, she was not too happy and hung up.... guess she forgot about the survey....

 

[bytheblood]

I have phoned the tour line and have had a similar experience. I use AllEars as my information source and then book what I need.

 

[A Mickeyfan]

Disney doesn't keep CM's well versed in all they are supposed to be. With all the cut back they have experienced in the last year, it only add's to it. Most CM's while they don't know and cannot give you the info you need, are very pleasant. To call them an idiot seems a little unfair to them. They only have what they were given. When they are not given all they should be, they are not the idiots. It is the person who cannot see past the problem that needs to understand what is happening. Sure, if the CM is in that department, they should know everything you have asked them, but they do not and that is of no fault of their own. It is the Disney Company, the company that we all run to give our money too, the company that has their front line unprepared to answer it's guests questions, the company that cuts benefits to raise up it's profit..they are the ones to place the blame on, not the CM on the other end of the phone. If we idiots stopped giving so much of our money to Disney, maybe the higher ups that run the company (no not its lay-share holders) would see what they are doing to a company that Walt Disney built for families...Disney has changed over the years.. big time.
just my perspective on how Disney handles things.. CM's are human and only have what is in front of them...

 

[EpcotQueen]

Three Segway tours???? We've done the one at Epcot several times and the one at Fort Wilderness. What is the third? This is the first I've heard of it!

 

[Safari Steve]

1) Where do you work?
2) How many people work there?
3) What is your main product?
4) Can you give me the specific number of that product you sold in the last quarter, where the parts are manufactured, and instructions on how to assemble it?
5) How many people in your company could give that specific information?

Now pretend that 60,000 people work at your company, that you offer 100s of products and 1,000s of services at hundreds of locations. Additionally, information on these products, policies, and special offers changes on an almost daily basis. Yes, it would be great if all 4,000+ people who answer the phones at WDW knew everything, but put it into perspective.

 

[disneynut14]

HARSH!

This CM may have only been on the job for a short period of time, with only a couple of weeks of training. And even if she was there longer, do you have any idea how much information they have to learn. You should be commending her for remaining upbeat and polite during the call. It is very stressful when you don't know the answer to something and I'm sure you weren't making it any easier on her. You have obviously never worked in a customer service role. To call someone an idiot is just uncalled for. Try walking in her shoes for one day.

Sorry, rant over.

 

[okeydokey]

I can understand your frustration. If I call an info line about tours I expect to receive accurate info about tours. Just because there is a lot of info for a CM to know doesn't mean they should just give out any old dollar amount and schedule. People make those calls thinking they are getting the correct info. Don't they have printed info in front of them to reference when speaking to clients.

 

[nurse.darcy]

First off, the person berating the original poster is uncalled for. Go away and put your harsh tone elsewhere.

As for the CMs. Now, If I go to the grocery store and I ask the clerk where to find Mayo, I might not get the right answer the first time, but the clerk will at least be able to direct me to someone who does have the right answer. There are thousands of products in that grocery store and the clerk may have only been on the job for a couple days and hasn't memorized where everything is. If a CM who answers the phone is uncertain of the information she is passing on, she should be able to direct the call or ask questions of someone who does have the correct information.

I cannot imagine calling a tour line to find out about "behind the seeds" tours and then given false information and charged the wrong price. Showing up for my tour when at Disney only to find out my information was incorrect and I over or underpaid for my tour and am there at the wrong time or the wrong location. This is the original caller's frustration. It is quite obvious that the CMs do not have the proper tools to do their job correctly and do not know where to go to get the proper tools. This is frustrating for both the customer and the CM. But for the CM to give out erroneous/false information just to give an answer is ridiculous. It would be absolutely wonderful if the CM would simply say "I don't know the answer to that question. Let me see if I can find someone who does. Do you mind holding for a moment?"

Life in a perfect world. . .somewhere it does exist. . .I am sure of that. . .ROFLMAO. . .

 

[KellyNY]

First off, the person berating the original poster is uncalled for. Go away and put your harsh tone elsewhere.

As for the CMs. Now, If I go to the grocery store and I ask the clerk where to find Mayo, I might not get the right answer the first time, but the clerk will at least be able to direct me to someone who does have the right answer. There are thousands of products in that grocery store and the clerk may have only been on the job for a couple days and hasn't memorized where everything is. If a CM who answers the phone is uncertain of the information she is passing on, she should be able to direct the call or ask questions of someone who does have the correct information.

I cannot imagine calling a tour line to find out about "behind the seeds" tours and then given false information and charged the wrong price. Showing up for my tour when at Disney only to find out my information was incorrect and I over or underpaid for my tour and am there at the wrong time or the wrong location. This is the original caller's frustration. It is quite obvious that the CMs do not have the proper tools to do their job correctly and do not know where to go to get the proper tools. This is frustrating for both the customer and the CM. But for the CM to give out erroneous/false information just to give an answer is ridiculous. It would be absolutely wonderful if the CM would simply say "I don't know the answer to that question. Let me see if I can find someone who does. Do you mind holding for a moment?"

Life in a perfect world. . .somewhere it does exist. . .I am sure of that. . .ROFLMAO. . .

I totally agree with you. We do expect the correct info when we call and "making up" answers is not acceptable. CM should redirect person to the right department or just put on hold and find out the correct answer instead of giving a polite approximation which is far away from truth. I am sorry but "saving the face" is not approach I would accept.

 

[5boyz]

I've not ever encountered a "surly" or non-helpful CM on the phone.

What I have encountered (and many here have, as well) are CM's who simply do not KNOW much (or anything) about the actual operation of the parks-
especially in the areas of transportation (bus hours and timing,) ticketing procedures (how upgrades work,) park timing (how and when of rope drops,) and many other detailed specifics.

I'm not surprised at this, as many of the phone CM's have likely never set foot in WDW.
Many (most) of the phone CM's are not even located in the Orlando area, but are
living and working elsewhere in the country.
And, their source of info ( printed or on-line) is "spotty" at best, in its depth of detail.

WDW Ticket CM and long-time Disser Cheshire Figment has a standardized posting about the reliability and voracity of the phone CM's.

He points out that most of these CM's are not intentionally "lying" to phone-in guests, but some do
tend to "make up answers" on-the-spot that may not have much bearing on the facts of the matter.

Well they should know!!! That is their job!!! I have encoutered lots of non helpful CM's. 3 in one day as a matter of fact, finally the 4th one was able to help.