When calling about a reservation

[yasmina]

new or old, Disney puts you through a menu of "if you have stayed at a Disney resort previously press @@@", "if you have stary at Disney more than 4 times with your most recent visit since 2004 (or whatever).

Is this a way to weed out the faithful visitors,and perhaps give them more immediate service, or to get infrequent/new visitors to feel more special, or just a way to get an informal survey?

 

[CanadianGuy]

I've heard this explained several different ways.

But in summary..

The call center expects to spend more time per call with first time guests and less time per call with folks who have been there 4 or more times.

The route the calls to calling queues accordingly. There are different benchmarks for the call center staff in each queue.

That's my understanding. Others with more direct experience can chime in with more detailed information.

Knox

 

[Deweysgirl]

I have no idea but it is so annoying! I have been checking on availability for a resort that is sold out and to call back everyday to go through all of those questions drives me crazy! On top of that, when you finally get through to a real person they start in with the 20 questions, when was your last visit? how many times have you been? what are the ages of your children?, what is your email address, all of this just to see if a room opened up, they won't let you off the hook either, I've tried believe me. I tell you, I jut can't take it anymore!!! (Thank you for letting me vent! )