WOW..growly CM and GREAT CM!!

[maggieb9975]

FYI...I called to cancel/change a few of my ADR's with a not so nice CM...she told me that 4 of my ADR's were not mine and I said I had just made them that morning...I had the confirmation number's but she told me vehemently that they were not mine!!...so I had to rebook them, luckily not hard to find ones!...didn't know what to do about the ones I wanted to cancel...

I decided to call back and got a very nice CM...

The adr's that the former CM said weren't mine had my FIRST name spelled wrong...same phone number....

I even had asked the grumpy CM what number it had and she kept saying I can't give you that info as the ADR is NOT in your name!!!!

My first name is Margaret...they had a few spelled Margret....so, an FYI...make sure the spelling is correct.....

The very helpful CM went in and saw the different spellings ...corrected them and all was fine......

 

[disnut8]

That first Cast Member must have woke up on the wrong side of the bed.

I always spell my first name because even though it's a common pronunciation, it's spelled differently or they try and make it into the proper for of the name (my first name is a "nickname" as my father didn't want his daughter's to have a proper name no one used - his name was Robert and he went by Bob his whole life).

But either Margaret or Margret should have been fine.

 

[TheRustyScupper]

That first Cast Member must have woke up on the wrong side of the bed.

1) Or, might have not been a WDW employee.
2) It happens.

 

[christa112]

It is so funny so some CM's will bend over backward for you and some just want to get you off the phone.

 

[ROEDISNEY]

I get so disapointed when they act like that. It's Disney and I know they are only human but I just don't expect that from Disney. So as soon as I encounter somebody like that. And I have . I say GOOD BYE (so I am not rude) and call back. They take all the magic out of you when they act like that.

 

[DisneyMominMTL]

I called in yesterday to make some changes, and found out my previous ADRs were made under the wrong fist name... I have a French name, but made sure to spell it out many times, yet the person put a P instead of a T. The nice CM (her name was Barbara, and she was amazingly helpful!) double checked all of my ADR and fixed everything. Funny thing is, my name was not mispelled on the credit card charges I guess it is best to confirm all ADRs within a few days of making them and not wait until the last 45 days, as it is suggested, so as to prevent bad surprises!

 

[LAS321]

I agree with the PP that when I get someone who isn't helpful or in a good mood, I just say I'll call back and try again later. I refuse to let them rob me of the magic!!

 

[Mr. & Mrs. Smith]

Here's a tip for next time. Ask to speak to their supervisor.

 

[ROEDISNEY]

Here's a tip for next time. Ask to speak to their supervisor.

HAHA! I have done that to and they hang up. They don't want you talking to them.

 

[Mr. & Mrs. Smith]

HAHA! I have done that to and they hang up. They don't want you talking to them.

I have never had a customer service rep hang up on me at any company when I've asked to speak to a supervisor and definitely not at Disney. Did this happen to you? I was a CSR on two different occassions and with both companies, if you hung up on someone unjustifiably, it was very easy for that person to call back and report you. Then they just pull the tape and you as the CSR are SOL.

 

[goodferry]

You know, I thought it was just me, but I have had some really difficult CMs over the course of making our ADRs for our August trip. When I called to cancel some ADRs I had one tell me that I didn't need to cancel any ADRs because we wouldn't be charged if we didn't show up, so no need to cancel, just don't show up.

 

[ROEDISNEY]

I have never had a customer service rep hang up on me at any company when I've asked to speak to a supervisor and definitely not at Disney. Did this happen to you? I was a CSR on two different occassions and with both companies, if you hung up on someone unjustifiably, it was very easy for that person to call back and report you. Then they just pull the tape and you as the CSR are SOL.

Oh yes this happened to me on the phone with a CM. I have been to Disney so many times that I pretty much know what I am taking about on the phone. Now I am in no way saying I know everything but I do know alot.
She insisted to me I was wrong it had to do with booking my air fare an Air Tran when the price drops. She was going toe to toe with me yealling at me if I didn't feel 100% confindent that I was right I would have dropped it.
Well a long story short she got mad and hung up on me. Air tran verfied to Dinsey as to what I was saying was correct also air tran noted that I spoke to someone from Disney and said that I was wrong and hung up on me. Well the head of the Air dept at Disney called me apolgized to me and took care of the sitution for me. The CM that called me seen my track record with Disney and she knew I knew what I was talikng about and I was right.
And she was so so sweet! So it ended up good.

 

[Mr. & Mrs. Smith]

Oh yes this happened to me on the phone with a CM. I have been to Disney so many times that I pretty much know what I am taking about on the phone. Now I am in no way saying I know everything but I do know alot.
She insisted to me I was wrong it had to do with booking my air fare an Air Tran when the price drops. She was going toe to toe with me yealling at me if I didn't feel 100% confindent that I was right I would have dropped it.
Well a long story short she got mad and hung up on me. Air tran verfied to Dinsey as to what I was saying was correct also air tran noted that I spoke to someone from Disney and said that I was wrong and hung up on me. Well the head of the Air dept at Disney called me apolgized to me and took care of the sitution for me. The CM that called me seen my track record with Disney and she knew I knew what I was talikng about and I was right.
And she was so so sweet! So it ended up good.

Sorry that you encountered a rude CM. However, this makes my point even more valid. Instead of arguing with her and wasting your time and being hung up on, why not just ask to speak to a supervisor at the first sign of conflict? And, in your case, although she may have been rude, she didn't hang up on you when you asked to speak to a supervisor.

 

[ROEDISNEY]

Sorry that you encountered a rude CM. However, this makes my point even more valid. Instead of arguing with her and wasting your time and being hung up on, why not just ask to speak to a supervisor at the first sign of conflict? And, in your case, although she may have been rude, she didn't hang up on you when you asked to speak to a supervisor.

Oh yes she did as soon as I seen I was getting no where and ask for a supervisor that's when I heard click! lol. I have to laugh now. But I was really mad when it happend. My adrenlaline was through the roof.
But u get me once that won't happen again.

 

[BriarRosie]

Whenever I call Disney reservations or dining, I make a point to make note of the cast member's 'stage name' before I begin talking to them. Each CM has a unique name they give to guests. If you find you are dealing with a rude CM and they refuse to connect you to a supervisor, I would hang up. Then I'd call back and ask for a supervisor. If the new CM asks why, you can say that "I was just on the phone with "Sunshine", and she was less than helpful." And then you can get the problems fixed.

 

[ROEDISNEY]

Whenever I call Disney reservations or dining, I make a point to make note of the cast member's 'stage name' before I begin talking to them. Each CM has a unique name they give to guests. If you find you are dealing with a rude CM and they refuse to connect you to a supervisor, I would hang up. Then I'd call back and ask for a supervisor. If the new CM asks why, you can say that "I was just on the phone with "Sunshine", and she was less than helpful." And then you can get the problems fixed.

Learned my lesson that's the first thing I do!

 

[Mr. & Mrs. Smith]

Oh yes she did as soon as I seen I was getting no where and ask for a supervisor that's when I heard click! lol. I have to laugh now. But I was really mad when it happend. My adrenlaline was through the roof.
But u get me once that won't happen again.

That is a really big mistake in the call centre world. We could hang up on people if they were being biligerent or kept repeating the same thing over and over again and we were getting nowhere but we had to warn them first.

I'm curious as to how you responded when you were disconnected. I sure hope you called back and reported it.

Anyway, all that aside, I really do think that most of the time if you ask for a supervisor, you will get to speak to one. So, my advice is if you get a bad, rude, uninformed CM, ask to speak to a supervisor sooner rather than later. Save yourself a .

 

[ROEDISNEY]

That is a really big mistake in the call centre world. We could hang up on people if they were being biligerent or kept repeating the same thing over and over again and we were getting nowhere but we had to warn them first.

I'm curious as to how you responded when you were disconnected. I sure hope you called back and reported it.

Anyway, all that aside, I really do think that most of the time if you ask for a supervisor, you will get to speak to one. So, my advice is if you get a bad, rude, uninformed CM, ask to speak to a supervisor sooner rather than later. Save yourself a .

I was freaking out honstly when she hung up on me. I am usually pretty good I don't like to get mad fast BUT push me over the edge and look out. The Italian come out! lol Anyway since I had no name & no record of my call when they (Disney) called Air tran and Air Tran made a note of how I told them I was treated. The head of Disney Travel Dept called me and She was so nice to me. Like Disney CM are!
Anyway it will never change my mind about Disney. Will always love it. But I get your name first. So I can say GOTCHA if you are rude. LOL.

 

[divawife]

You can usually tell when the CM or customer service conversation is going south. I used to try and reason with them or be kinder to them or be more agressive-nothing really worked. If the CM took moron pills that morning you cannot really change it.

I usually give it a few minutes and then I say really loud "We are breaking up- I'm on my cell and I just can't hear you properly, I am SO sorry I will have to call back, thank you!"

And I call back to hopefully get somebody who likes their job that day and takes it seriously.

When I made my ADR's it was before I found the boards. She asked the kids ages and suggested Chef Mickey. She was wonderful. Another time I needed to cancel one and make another and that CM had taken a huge ugly pill that morning to the point of lecturing me on calling too much. (they keep track of your ADR's both getting them and cancelling them-this happened to be my third call since we changed air reservations)

That said, I have been on the other side of the coin while doing some phone sales in college. The "public" can be so horrid at times to the point of being downright abusive, so I do try (as I wrote above) to give it a few minutes for the benefit of the doubt but then....oops! we're breaking up!

If you hang in there till the bitter end don't forget they have that phone survey you can complain to but one time the bad CM hung up before the survey could even begin LOL!

 

[eeyoregon]

I called the general information 407 # today and had a CM named Dennis who had a potty mouth.

In a 2 minute phone call he said: Damn, Sh** and Jesus.

Apparently Dennis feels VERY secure in his position and obviously was not on a recorded line!

I hung up and said, sh** out loud !!