We've vented about CRO/WDTC CM's--how about the good??

[debster812]

Well, I too got caught up in the AP rate shuffle. (Did not try calling for them before they were 'official', but did experience the super long waits). I finally got throught to the sweetest, most personable, highly knowledgeable CM.

We had quite the time switching my reservation from PO-R (rack rate) to Ft. Wilderness cabin (AP rate). Her computer died on her, and she put me on hold. As I was on hold, the battery on my phone died (cordless). She tried calling right back, and I could not pick her up. I finally dug out the *gasp* corded phone, to call back and start from scratch. I was on hold again, when my call waiting beeped. It was my AWESOME CM 'Magnolia' calling me back to say that her computer was back, and she had searched for all of my options, and that this is what she could get me. She proceeded to give me 4 or 5 different options, and we decided on the Ft. Wilderness cabins.

So, yesterday I get my cancellation notice in the mail for PO-R, and my new confirmation for Ft. Wilderness. Everything was PERFECT. The dates, the deposit had been moved, my cabin requests were noted. Everything was great.

So keep the faith folks, the good ones are out there.

Debbie

 

[swilphil]

My experience is more about Cast Members during my stay than about the CRO CM's. I made reservations directly with the Dolphin initially, but then called back and talked to someone in CRO. I had no problem with either and found all the CM's very helpful.

We were in WDW during my youngest son's 1st birthday this summer. While DH and oldest son were napping, baby and I strolled from our room at the Dolphin over to the Boardwalk. I decided to buy him a little Disney basketball as a present at the Thimbles and Threads store on the Boardwalk. I mentioned to one of the CM's that it was his birthday. They put a special birthday hat on him shaped like a cake and took his picture (twice). About 5 CM's gathered around and sang him happy birthday. They asked where we were staying and the room #. They said they would send the pictures over before we left the next day. With the rush of packing up and getting five of us to the airport, I didn't bother asking at the front desk about the pictures. We didn't actually have to go down to the front desk to check out. Several weeks later, we received two pictures in the mail and a postcard signed your friends at the Boardwalk and Swan/Dolphin. My husband has one of the pictures in a frame at work. He thinks it's so funny that our son is sitting right in front of the beer section, and he tells people our son spent his first birthday at a liquor store. These CM's were all so nice and excited about our baby's birthday, and the Dolphin CM's went out of their way to send us the pictures.

We found all the CM's at the Dolphin extremely nice and helpful, and had no problems with any CM's in the parks. I do remember one CM taking fastpasses at the entrance to Buzz Lightyear. He was making sure no one went in until it was EXACTLY the time on his fastpass. I made some joke about not being able to go in one minute early, and he joked right back that this was his job and he wanted to do it well. He said it with humor and a positive attitude. The only problems I had in all of WDW were some of the other guests there that felt entitled to special treatment or felt it necessary to loudly pass judgment on others around them.

When I compare Disney customer service with that at any other place, it is outstanding.

 

[Micca]

I'm generally very impressed with all the CMs. I think from the customer service aspect, WDW is one of the best examples on the planet, especially when you consider the scope of the resort.

 

[jann1033]

while the ap fiasco was a true fiasco...I am impressed how most of the cms handle themselves...it is the tiny minority that are creepy or crabby, personally we try to be patient (knowing how many people react to *anything* that makes life difficult for*them*)but I am sure some people really let the cms have it and yet most of them are still nice and friendly...maybe they go home and have dart boards with guests pictures on them (lol) but for the most part they seem unruffled ( which is why I think it stinks they are not better prepared by whomever and are left hanging out there to face the wrath!)

 

[helenk]

Whenever I have called to make my reservations, I have always had great customer service. Even when I have just called to make the PS for our dining they have been wonderful.