What's the purpose behind these questions on WDW-DINE?

[mbanks21]

There are 7 differant departments at the DRC. What you choose does NOT determine your level of service. You could get lousy service or fantastic service from ANY of the departments. If you have never been to Disney before you will go to the department that is used to dealing with people that have never been to disney (not that the other departments cant) and if youve been a thousand times youll go to the department that handles those folks. Of course overflow goes to the higher up departments.

And to the people that say "your questions piss me off, just put 1492" Im sure youll get FANTASTIC service from your CM

 

[ElizabethB]

Thanks for clarifying that if I'm an Old Hand with respect to WDW visits, I'll be routed to a new CM who probably knows far less than I do. From now on, I'm a newbie every time I call!

And, by the way, I got fine service when I said, just put down 1876. It was clear to me the CM didn't like asking the questions anymore than I liked answering them!

I'm far too busy, and my time is far too valuable, to spend it helping out Disney's marketing department.

 

[autumnpalm]

Yes, I find the questions to be slightly frustrating.

But in the grand scheme of things... I have way bigger things to worry about. I do pay for long distance though, so it's hard not to get impatient!!

 

[DebbieB]

People still pay for long distance in this day and age?

Even if you have a cell phone long distance plan, it's coming off your minutes. The point I was trying to make is they don't have a toll free #.

 

[jlewisinsyr]

Even if you have a cell phone long distance plan, it's coming off your minutes. The point I was trying to make is they don't have a toll free #.

Unlimited local/long distance at home, included in my low monthly rate as are most now a days.

As for mobile phones, it wouldn't matter if it was a local, long distance or 800#, the minutes still come off. I'm not aware of any carrier that seperates local and long distance calls on normal contract cell phone plans.

I think most 800#s should be eliminated, but I think I'm one of the few that feels that way. I think from a pure cost perspective, it makes sense, 800 lines are expensive, and with more and more people having free long distance options, there is little reason for a company to continue to incur these costs, which ultimately increase how much you pay for what ever you are buying.

 

[shellybaxter]

Unlimited local/long distance at home, included in my low monthly rate as are most now a days.

QUOTE]

I see you are from a larger town in New York state so you probably don't realize that people in smaller rural areas accross America don't necessarily have a choice in phone service. In my small town in California we only have one phone company choice and until about 3 months ago unlimited long distance was not an option offered in our package choices. In fact, its only been about 10 years since the last of the party lines (where you share your phone line with your neighbors) were taken out of service. I only mention this because sometimes people think that services are available accross the country in the same way there are in their area.

 

[honeybiscuit]

So....based on the logic that guests who seems MORE experienced get LESS experienced customer service reps on the phone, would it then follow that if we want the best help, we should pretend we've never been there before when these questions come up? It seems like the logical conclusion. Share your thoughts!

 

[kaytieeldr]

Thanks for clarifying that if I'm an Old Hand with respect to WDW visits, I'll be routed to a new CM who probably knows far less than I do. From now on, I'm a newbie every time I call!

So....based on the logic that guests who seems MORE experienced get LESS experienced customer service reps on the phone,

Well, no, that's not how I'm reading the responses. There appear to be CMs who are more experienced in how, or trained, to deal work with inexperienced Guests - not that "active" Guests get transferred to new CMs.

 

[idofabric]

Having been to WDW a lot, when I call for information I need someone that knows MORE then me, not the other way around. Give me someone that has a lot of info, not the "newbie" that I have to teach.... I am calling for info that I do not have. Like what DS or TS is like someplace we have eaten allready and enjoyed, but want a to try something a little bit different, or in a different park or resort. A newbie doesn't have a clue. When I get a CM that says, " I didn't know that", or " I don't know how to find out/ or know that..." I am NOT being served or helped and the questions did not get me the level of help I needed. I just press either O # O #*** or something.
And the last 3 days while down here at WDW the phone service has been horid! I have spent more time with silence on the other end of the phone with their system fading in and out then ever befor. It doesn't matter where we are on property, which park, or resort.

 

[evedein]

I'm a little confused. I haven't called in a while, but I seem to remember that the questions were automated..."if you've been here more than 6 times push #3". I don't recall being asked by real CM's.

 

[Hopefully]

Thanks for clarifying that if I'm an Old Hand with respect to WDW visits, I'll be routed to a new CM who probably knows far less than I do. From now on, I'm a newbie every time I call!

And, by the way, I got fine service when I said, just put down 1876. It was clear to me the CM didn't like asking the questions anymore than I liked answering them!

I'm far too busy, and my time is far too valuable, to spend it helping out Disney's marketing department.

ElizabethB,
Off Topic here but -
I have read many of your replies in several different posts over the last week, and you are one unhappy, negative person. If all that is Disney is so bad for you, why are you 1) here on the DIS and 2) going to WDW at all?
Sorry to divert the subject OP.

 

[disneygirlinnj]

Ok, I understand why they ask if your trip is within 7 days...they route your call to a different area. But if they just talk to you and ask your name, hometown, or whatever, they'll pull up ALL that information about you anyways!

When I called last year to book a trip for my mother and I, I gave them my name and address and out of nowhere the CM said 'Will Frank be joining you on this trip?'. That's my father who booked the trip the last time! It somehow showed almost all the trips we've EVER taken to the World. So they have all this info...i dont understand why they have to keep asking them over and over.

 

[iuki]

I must be the only one who doesn't mind the questions when I call Disney. Of course, I only call once for the room reservation and once for the dining reservation. And the call for me is free since I have unlimited minutes on my cell phone.

I'm also one of those people who will answer every survey Disney wants to give me. It's like voting - you can't complain if you don't voice your opinion.

Ditto here.

Graphs are used in most businesses to see when business is up/down/first-time patrons/repeat customers. Analysts then try to analyze and/or forecast data for improvement. Therefore, I have no problem answering questions because, in the long-run, it may benefit both the business and the customer. I would guess that is how "free dining" came about to improve attendance during the hurricane season when attendance is down.

Just my two cents - could be wrong, I've been wrong before.

iuki

 

[karrit2000]

The last time I called I responded that I was already at WDW. It was the fastest I ever got to speak to a live CM. So based on my experience the responses you enter to the automated questions definitely determine how quickly your call is picked up by a human. Since the CM asks the same or similar questions I find the automated questions to be a waste of my time since if I don't punch in the "correct" response button I sit on hold forever.

 

[onelilspark]

Ok, I understand why they ask if your trip is within 7 days...they route your call to a different area. But if they just talk to you and ask your name, hometown, or whatever, they'll pull up ALL that information about you anyways!

When I called last year to book a trip for my mother and I, I gave them my name and address and out of nowhere the CM said 'Will Frank be joining you on this trip?'. That's my father who booked the trip the last time! It somehow showed almost all the trips we've EVER taken to the World. So they have all this info...i dont understand why they have to keep asking them over and over.

Hah! I know what you mean! For me, they asked how many times I've been, and with my parents living down in FL now, I have an annual pass. Where I've been for just a day...does that count as a trip?? So I had no idea how to answer, so I gave some off the wall number, which they now have in their system, so everytime I call, they go, oh it looks like you've visited with us many times before! Yes...yes I have.

And, my friend went with me this last time, but everything went under my information except her name was also on the reservation. So I kept getting emails addressed to her last name. And then years ago my Dad didn't have a personal email, just his work, so we gave them my email address, which I've updated with them. So I get emails addressed to him too. And then the duplicate for me. It's pretty funny. Though sometimes deals come out that they must only send to some people on the list, because one of them will get it, but I won't. It's nice to know that between the three of us, I'll know what's going on!!!

As far as the questions go though, I don't mind them too much on their own. I just hate automated systems. I just want to talk to a person darn it!

 

[MHSweb79]

Just curious and maybe a cast member can help me - couldn't you just say, "Can we skip all these questions?"
I would think they'd be happy to, as long as the customer initiated it.