I Got Asked If It's My First Time

[razza1987]

When booking my reservations last night from Australia I got asked if it was my first time at Disneyworld. Is there a reason for this? I had already told them it was my first time at Disney so found it weird when they asked me again when they were confirming my booking. Not that I mind. I love talking about it lol

 

[englanddg]

Probably fishing for a "magical moment" button, I'd suspect. Even if they know it's your first time, Disney Travel Company, while very good about answering specific questions (though sometimes you have to call back a few times to find someone who knows what they are talking about), is VERY bad about explaining how the package you just booked will work.

Frankly, so is hotel check in, as well. Especially when it comes to the Dining Plan.

 

[maryszhi]

they just wanted to make sure that if you had any questions or anything, they would answer them. also they will give you my first visit buttons.

 

[englanddg]

Their call centers are highly regulated and every call is recorded using NICE systems (NICE is the brand, that wasn't meant as emphasis)...

NICE is...well...nice...it offers a lot of analysis options for a call center manager. Depending on which call center you spoke with, it would reflect which system you were recorded and analyzed on.

Anyhow, the final point is, it's probably just part of their script, and as maryszhi said, it's to make sure if you had any final questions, etc, they were covered.

I've noticed, between booking in 2010 vs the booking I did a few weeks ago for my trip next year, the CSRs are on average more knowledgable about park activities and are more conversational. I applaud Disney for taking this move. In 2010, it was all very transactional, and frankly, by the time I was checked into CBR for my first trip back in nearly a decade, and the first one I planned on my own with no parental involvement, I was concerned that Disney had oversold itself on service (I had a bad Magical Express ride and Check In experience that year).

Of course, if you look at my signature, that impression didn't last long. But, I enjoyed the booking for 2012 and 2013 the most, and having run call centers before, I smell a policy/culture change there. So, kudos.

 

[real mad hatter]

To make sure they've got plenty of Fosters for you and have " Skippy " meet you on arrival.With a Rolf Harris lookalike playing a didgeridoo as you book in.

 

[Monty]

The call centres have an automated pre-screening when you phone. They as how often you've visited and how recently so they can direct your call to a CM that's more or less experienced depending on your answers. A guest who has booked several vacations themselves have higher expectations and get filtered to the more experienced CMs.

I think I'm very nearly at the point where I get my calls connected straight to Mickey himself! LOL