Why do you have to know more than MS?

[DebbieB]

There is an incentive to keep us happy. A happy member is more likely to add-on. A happy member is more likely to recommend DVC to their friends. A happy member is more likely to post good things on this board for potential members to see. As long as DVC is selling new properties, they have an incentive.

I agree with Crisi, it does not make sense to train operators on every little detail of each of the resorts and to spend time on the phone talking about them. Lets save the dues dollars.

 

[disneynutz]

There is an incentive to keep us happy. A happy member is more likely to add-on. A happy member is more likely to recommend DVC to their friends. A happy member is more likely to post good things on this board for potential members to see. As long as DVC is selling new properties, they have an incentive.

I agree with Crisi, it does not make sense to train operators on every little detail of each of the resorts and to spend time on the phone talking about them. Lets save the dues dollars.

I have to disagree. The effect that the DIS and other sites like it has on sales is minimum. Referrals are also not worth many sales.

Apparently the sales are at the remote sales offices, at WDW and DL, and DCL.

Most buyers have little knowledge of what they are buying and Disney does a great job of setting the buying mood.

Even here on the DIS we can advise someone not to buy based on the info that they provide, we suggest that they buy resale to save them some money and the respond back that they called Disney, the Guide is their friend and they bought 300 points at AKV because that's the only resort available. They did get free points, some fast passes and a extra years worth of points tossed in because of their special deal.

Disney's actions are based on a cost/benefit analysis. What does it cost and what's their benefit.

Bill

 

[DebbieB]

I have to disagree. The effect that the DIS and other sites like it has on sales is minimum. Referrals are also not worth many sales.

Apparently the sales are at the remote sales offices, at WDW and DL, and DCL.

Most buyers have little knowledge of what they are buying and Disney does a great job of setting the buying mood.

Even here on the DIS we can advise someone not to buy based on the info that they provide, we suggest that they buy resale to save them some money and the respond back that they called Disney, the Guide is their friend and they bought 300 points at AKV because that's the only resort available. They did get free points, some fast passes and a extra years worth of points tossed in because of their special deal.

Disney's actions are based on a cost/benefit analysis. What does it cost and what's their benefit.

Bill

If DVC truely did start eliminating benefits from members, I think it would make a difference. For example, there's a post on the theme parks board that members are not being included in the testing of the new fast pass system. I don't think that means that members will be excluded from the final product but if we are, I think it would make a difference in sales.

 

[disneynutz]

If DVC truely did start eliminating benefits from members, I think it would make a difference. For example, there's a post on the theme parks board that members are not being included in the testing of the new fast pass system. I don't think that means that members will be excluded from the final product but if we are, I think it would make a difference in sales.

Do you agree that new buyers really don't have much of an idea of what they are buying?

They don't buy based on perks, they buy based on emotion and Disney does a great job stirring our emotions.

The TV commercial that they are currently running for the value resorts makes me want to call and reserve a room and we have plenty of points available to book a DVC reservation.

Bill

 

[MousekeTom]

I know that there is a call center in Tampa, there may be others.

Bill

I was on the phone with an MS last week - a very knowledgeable rep. I asked her where she was located (always thinking about my unemployed son and where he can find a job). She told me her office was in the Orlando area.

Typically, the way call centers work are - calls coming in for basic needs, perhaps option one, are routed to the reps trained only to do certain functions. Many US companies send these calls to other countries where the work is performed at a very low cost, such as India. If the calls require more technical and or more experience and knowledge, they move the calls to another location (or group within the same location). This can either be done by the option pressed at the initiation of the phone call (hint-hint) or by being transfered by the first rep.

Bottom line, we know there are MS reps in at least two locations.

 

[disneynutz]

I was on the phone with an MS last week - a very knowledgeable rep. I asked her where she was located (always thinking about my unemployed son and where he can find a job). She told me her office was in the Orlando area.

Typically, the way call centers work are - calls coming in for basic needs, perhaps option one, are routed to the reps trained only to do certain functions. Many US companies send these calls to other countries where the work is performed at a very low cost, such as India. If the calls require more technical and or more experience and knowledge, they move the calls to another location (or group within the same location). This can either be done by the option pressed at the initiation of the phone call (hint-hint) or by being transfered by the first rep.

Bottom line, we know there are MS reps in at least two locations.

To my knowledge MS is only located in Celebration Florida in the new DVD/DVC building that was built a couple of years ago. They take all calls from members world wide.

Parks and Resorts has the call center in Tampa and they take all resort inbound calls.

Bill