wow, now that was rude cm..i shouldn't have said i was on the ddp

[jackmac]

My experience has been that the CM has been very helpful and considerate when I'm cancelling ADR's. I've had some great conversations with CM's and discussed different options with them and even gotten their opinions on restaurants. If I'm making an ADR it's usually the same day that I want to go or I'll just make 1 or 2 ADR's for an upcoming trip to book a special time or place.

 

[scraptoons]

My experience has been that the CM has been very helpful and considerate when I'm cancelling ADR's. I've had some great conversations with CM's and discussed different options with them and even gotten their opinions on restaurants. If I'm making an ADR it's usually the same day that I want to go or I'll just make 1 or 2 ADR's for an upcoming trip to book a special time or place.

My DH used to be a Disney CM. He also worked retail. DH is the one that does all the talking with "service representatives". Usually he has people laughing and going all out in their service to us.

Sometimes, DH has gotten free stuff, or "served" before the cranky demanding people, just because the "service rep" wanted to show "cranky" how you can attract more flies with honey.

Tips I have observed from him....

1. What does the tone of your voice sound like...pleasant and friendly? bossy and demanding? Do you sound like you own the world and are the first people this person has ever served?

2. The expression on your face...is it happy and smiley? Or are your eyebrows furrowed and your lips tight?

3. How do you treat this person...like a good for nothing, rude slave? or like a decent human being who has probably had a horrible busy and crazy day just like you, only has put up with 200 cranky demanding people on top of all that?

4. Do homework and ask informed questions. Don't forget to turn your brain on, especially the rational part. Pause to think before you speak.

5. Patience is a virtue. My DH has gotten so much for us just for being curteous, encouraging and understanding.

6. Quick wit.
When standing in line to pay for gasoline (before pay at the pump), the cashier was having a horrible day working all by herself. The line was 10 people long, all with demands and gripes about the other people at the counter taking too long to buy lottery tickets.
When DH had a turn, the cashier said, "let me guess...you have gas"
DH said, "I knew I shouldn't have had that burrito!"
The cashier burst out laughing. It was just what she needed to calm her stress and put a smile on her face.

With no surprise, he got some wonderful customer service that day.
Think about it. If everyone treated the workers like that, we would all get the most wonderful customer service

 

[jackmac]

I totally agree with scraptoons, you do get more by being friendly. I think that the whole issue of ADR's stress out a lot of people. They have to have this or that restaurant at this or that time. Often it's due to them wanting to give their family the whole "Disney Experience". You'll have the whole experience and your family will have the vacation of their dreams, even if they don't get to go to all of the restaurants or all of the character breakfasts that they can possibly have.

The advent of the DDP also seems to stresss out some people. You'll often see posts that say how much they have saved or how they have ordered things that they never would have done before (you'll see just as many posts saying that people could not eat as much as was being offered).

WDW is way too big to do everything in one trip. I've been going for years now 2-3 times each year and there are still things I have not done (Test Track always breaks just before I can get on). That's why I'm going back. Another thread talked about parents yelling at their kids at WDW. This is another example of people being overstressed at Disney. My feeling is that I like to be loose and see what develops during the day. I will book a couple of ADR's for special events and then plan around those. I can't plan out every minute of every day of vacation. It just does not work for me.

 

[LoriZH]

I agree, who does the CM think they are cancelling your ADR's when they are not at the same time? It's none of their business what you are going to do there. I would call them back and speak with a supervisor and demand your ADR back!

 

[Lives4Disney]

To the OP - I think I probably talked to that same CM a few days ago! I had Chef Mickeys booked for bfast at 10:30 and lunch at WCC at 2:40. She took it upon herself to cancel CM because there was no way I would be hungry at 2:40 she said! She shamed me that I was taking up too many TS ADRs! ( I always do TS, I just do not like the CS choices for the most part.) I do not eat a whole lot at Bfast, actually the whole Chef MIckey thing was just for the characters and my little girls who also do not eat much. She was really ornery to me. I wound up hanging up before she did more damage to my ressies. I do usually have VERY NICE CMs when I call for ADRs, though. Just this one crabby one I had the luck of getting. I am not on the dining plan, either. Just made a lot of TS ADRs.

I have to agree with Letsbgoofy on this. I ALWAYS rearrange my ADRs as park hours come out, TGM recommendations change, etc...and I ALWAYS cancel what I do not think we will use - usually ahead of time, but even from my cell in the parks if we won't be using a ADR. The CMs kind of give a sigh or a huff and make the cancellation, but they do seem to be put out by having to do it. I always have my confirmation numbers and it doesn't seem too difficult other than their SLOW computers, but the impression I get is that it is an effort on their part to cancel them. I think it is more of an effort on our part 'cause we have to go thru that awful phone system to get to speak to anybody!

Lives4Disney

 

[HeatherPage]

Why are you people who are getting your ADR's cancelled by these CM's without asking for them to do this, not blasting these CM's out of the water while you are still on the phone with them? Are you actually hanging up the phone before they've corrected these unsolicited cancellations?