Not Disney CM material

[squidward]

Just thought I'd pass this along. I called Disney yesterday to book a room only for 4 nights at All Star Movies later this month. The CM was a wicked pushy sales person. First, he asked me if I ever stayed at a Moderate. I told him I had but this was a park only trip. He then proceeded to knock the Values. Then he asked if I wanted the dining plan. I told him no since we'd be doing all counter service. He then proceeded to try and sell me the CS meal plan telling me that a burger, fries and coke would cost me $17. I know Disney is overpriced, but we're talking maybe $12. The dining plan at $40 makes no sense. You get 2 CS meals and a snack. Next, we got to tickets. I told him I already had my tickets, so he seemed miffed and then ended the call. Funny, he didn't ask me about Magical Express which is FREE.

 

[s&k'smom]

Wow that's weird, did they offer the survey at the end of the call? That could be a good way to mention this.

 

[Zummi Gummi]

He hung up on you?

If that's the case, you can/ should call back and speak with a supervisor and let them know who you spoke with and what time it was. They'll pull the tape of the call, and if the cast member hung up on you, he would likely be termed.

 

[Master Yoda]

I hate to ask this but are you sure you called Disney directly and not some hard core travel agent? I have made probably 60-70 room only reservations before my stint as a TA and never ran into a CM like this.

If you did actually get a CM, that CM needs to be shown the door.

 

[squidward]

Nope...it was definitely the 407-wdisney number. It's saved on my phone.

Should also add he told me to hold on for survey which I wanted to, but after about 30 seconds, I was just disconnected.

 

[Tom]

They've brought on several new call center agents lately, many of which are actually working from home. When the TA line gets overloaded, they roll calls over to these inexperienced agents. My wife is a TA and has had to hang up and call back for several things in the past 3-4 weeks because the CMs getting her calls are simply incapable of handling things.

 

[erwinalber4]

I used to work in that call center I'm sorry you had a bad experience. When I was there I was surrounded by an outstanding group of CMs. With that said unfortunately, with any company there's bound to be a small amount that doesn't quite get it yet especially after hiring a large group. I can say there's so much to learn and sometimes it's not a job for everyone. Hopefully next time you'll have a better experience.

 

[wogwog]

They've brought on several new call center agents lately, many of which are actually working from home. When the TA line gets overloaded, they roll calls over to these inexperienced agents. My wife is a TA and has had to hang up and call back for several things in the past 3-4 weeks because the CMs getting her calls are simply incapable of handling things.

Another great idea from Iger perhaps to farm out the calls.

 

[DisneyJoe]

They've brought on several new call center agents lately, many of which are actually working from home. When the TA line gets overloaded, they roll calls over to these inexperienced agents. My wife is a TA and has had to hang up and call back for several things in the past 3-4 weeks because the CMs getting her calls are simply incapable of handling things.

You can tell who they are, as they don't answer with "Disney" names, they give a first and last name. Most aren't worth talking to.

 

[WDWVolFan]

Just thought I'd pass this along. I called Disney yesterday to book a room only for 4 nights at All Star Movies later this month. The CM was a wicked pushy sales person. First, he asked me if I ever stayed at a Moderate. I told him I had but this was a park only trip. He then proceeded to knock the Values. Then he asked if I wanted the dining plan. I told him no since we'd be doing all counter service. He then proceeded to try and sell me the CS meal plan telling me that a burger, fries and coke would cost me $17. I know Disney is overpriced, but we're talking maybe $12. The dining plan at $40 makes no sense. You get 2 CS meals and a snack. Next, we got to tickets. I told him I already had my tickets, so he seemed miffed and then ended the call. Funny, he didn't ask me about Magical Express which is FREE.

My booking experience last week was fantastic. The girl on the phone was very nice, we talked about BOG and other things. It was really cool. Not pushy at all.

 

[MarkTwain]

They've brought on several new call center agents lately, many of which are actually working from home. When the TA line gets overloaded, they roll calls over to these inexperienced agents. My wife is a TA and has had to hang up and call back for several things in the past 3-4 weeks because the CMs getting her calls are simply incapable of handling things.

That's... disturbing

Let's hope people are answering those phone surveys.

 

[Goofnut1980]

I actually had to call (last week) Dining Reservations because I had some questions about a trip I am planning for 65 friends and family and the CM was so amazing and spelled everything out and when I could call and who I would need to call because of the larger party size. She even gave me the phone numbers to Crystal Palace as well. She was awesome, and I gave her an awesome score for her efforts. We were on the phone over 23 minutes and she did not rush me in any way shape or form.

 

[George]

I hate to ask this but are you sure you called Disney directly and not some hard core travel agent? I have made probably 60-70 room only reservations before my stint as a TA and never ran into a CM like this.

If you did actually get a CM, that CM needs to be shown the door.

Plus, as a TA you were all, "Are you getting the Deluxe Dining Plan? No...Then I hope you and all your family, friends, and most distant acquaintances spend the rest of your lives wallowing in hopeless despair looking for a meaningful existence that never transpires!"

 

[George]

They've brought on several new call center agents lately, many of which are actually working from home. When the TA line gets overloaded, they roll calls over to these inexperienced agents. My wife is a TA and has had to hang up and call back for several things in the past 3-4 weeks because the CMs getting her calls are simply incapable of handling things.

I've been getting this a lot in my office lately. I've talked a TON of people into the water parks and more option. By "talked into" I mean "severely bullied".

 

[Master Yoda]

Plus, as a TA you were all, "Are you getting the Deluxe Dining Plan? No...Then I hope you and all your family, friends, and most distant acquaintances spend the rest of your lives wallowing in hopeless despair looking for a meaningful existence that never transpires!"

Naw. I would just get their address first and pull up their house on Google earth. I would follow that up with "That sure is a nice house you have there on Wicker Lane. It would be a shame if something were to "happen" to it." I could turn a one night room only at Pop Century into a 10 day say at the Poly with the Platinum Package with that line.

 

[PrincessNelly_NJ]

We booked the bounceback offer a few days ago and had the same experience with a female CM.
She kept trying to "upsell" me on things. Even when I said no thank you, she kept pushing it.

 

[Victor Kelly]

No means No.

 

[DABIGCHEEZ]

It's part of the new MAGIC!

 

[Tom]

Another great idea from Iger perhaps to farm out the calls.

Unfortunately, they've been using home based agents for years. They used to use them mostly to work the general info and "front desk" (the call center you really get when you dial the front desk from your room) lines. But then they started bleeding over into reservations.

You can tell who they are, as they don't answer with "Disney" names, they give a first and last name. Most aren't worth talking to.

Right.

My booking experience last week was fantastic. The girl on the phone was very nice, we talked about BOG and other things. It was really cool. Not pushy at all.

I actually had to call (last week) Dining Reservations because I had some questions about a trip I am planning for 65 friends and family and the CM was so amazing and spelled everything out and when I could call and who I would need to call because of the larger party size. She even gave me the phone numbers to Crystal Palace as well. She was awesome, and I gave her an awesome score for her efforts. We were on the phone over 23 minutes and she did not rush me in any way shape or form.

It's a shame they can't all be like these. I've met several of them, when we toured DRC a few years ago. The ones working in the Orlando center really do care. It's when you get rolled over to overflow (Tampa or home).

Naw. I would just get their address first and pull up their house on Google earth. I would follow that up with "That sure is a nice house you have there on Wicker Lane. It would be a shame if something were to "happen" to it." I could turn a one night room only at Pop Century into a 10 day say at the Poly with the Platinum Package with that line.

"Sure is a nice pool you have there. I'd hate for the pH to be out of balance for the entire summer. That'll run you about $1,000 in chemicals....OR, you could put that toward a nice Magic Kingdom view...."

We booked the bounceback offer a few days ago and had the same experience with a female CM.
She kept trying to "upsell" me on things. Even when I said no thank you, she kept pushing it.

The upselling doesn't make sense. They don't get paid on commission at all. They get rewarded for high survey scores and efficient calls. Some just don't get it.

 

[CP_alum08]

You didn't hear? There is now a premium experience for calling and making a reservation. For only $99.99 you get a reserved time slot with a competent CM and a Frozen cupcake!