Rude Cast Member

[juniorthomas]

Someone did remedy the situation, they gave her and her family four 2 day park hopper passes.

Well at least there's that.

 

[rob0519]

Rude Service Can Happen at any level Resort

Well, you were at the Contemporary. :drevil:

My family and I have stayed at the Contemporary at more than half a dozen times and I've never had a rude cast member experience. Sometimes they cannot provide me with what I'm requesting, but they have never been rude. Customer Service is a tough business and sometimes after a tough day anyone in that line of work, no matter if its a Deluxe Resort or a Value Resort can get out of sorts. No excuse for the behavior, but it can happen anywhere.

As for giving four, two day park hoppers as compensation, my company used to have a management exchange program with Disney. They always used to say, giving away tickets was the cheapest way to solve a problem with the best return for public relations.

The ticket it self costs Disney pennies. The recipient is happy and gets to return to one of their favorite places for free and will more than likely tell their friends making Disney look good. The family will then return and spend additional money throughout their "free" visit to the park.

Family is happy. Disney makes additional revenue. Win / Win situation.

 

[AEfx]

Well at least there's that.

Giving someone 8 days worth of passes is more than I have ever heard of in "after the fact" remuneration. Sounds quite lucky.

That said, I have to slightly question that everyone she spoke to was "rude". It may very well be the case, but I've worked in customer service before, and sometimes "rude" is customer code for "not doing what I want you to" or "you won't bend the company policies for me". One person, yeah, but everyone that was spoken to? That makes me think it was in the "not getting what I want, therefore you are rude" category.

In any case, again, the OP is very lucky - Disney rarely does such things after you have left. The only way to get real remuneration usually is if you demand it while you are still on property. That's why you ask to speak to a Lead (I've done this several times over the years at an attraction where a CM has done something non-kosher).

Lesson is, though, like any reservation - confirm it, have documentation of it. We'd like to just trust whomever is on the phone making the reservation, but everyone makes mistakes - so always confirm. The OP is extremely lucky Disney sent those, I really don't think that happens often.

 

[Fractal514]

The customer is always right...at the very least a discount could have been offered until the issue was investigated further (calling the CC company and disp the charge would be step 1, you were in Mich not FL WDW so there is no way to charge you for this service you could not use). A manager level emp at ticketing could have made something work out. a Bad customer service employee is one that lets the customer walk away feeling unhappy.

Get the hell out of here. The customer is always right is one of the worst phrases in all of the English language. A discount? Because of what appeared to be a customer's mistake? See, this is the mentality that leads to cast members and employees everywhere growing apathetic.

They assume that the person who is on the other side of the counter is trying to "get something." It sounds the OP just wanted to figure it out, and that you would have been trying to make your own mistake work to your advantage. These are two very different things.

Booo....

 

[Fractal514]

In regards to this, it may be my side of the story, however I stood there over an hour trying to work this out and I might add, unless you were there or have ever been in that situation, you have no clue. I hope you never are in that position, because everyone works hard for there money and no one wants to feel like their feelings/concerns don't count. I only wrote on here hoping to get some knowledge.

It doesn't matter where you stay or how much you spend, nobody deserves to be treated in that manner.

Yes, I did include all three names in my email to Disney, I just didn't post them here.

What you post might be true, and I don't doubt that it is. But don't forget, we don't always come across as we think we are presenting ourselves, and no matter what, your side of the story is just ONE side of the story.

 

[AEfx]

What you post might be true, and I don't doubt that it is. But don't forget, we don't always come across as we think we are presenting ourselves, and no matter what, your side of the story is just ONE side of the story.

Exactly, and "feelings" are extremely personal.

It's impossible for someone over the phone to predict your "feelings" on anything.

If they say, "I'm sorry ma'am, but your reservation was for last week", it's not because they are trying to hurt anyone's feelings. Though some people who work in customer service may be "out to get you", most are just trying to do their job the best they can with the information they have available to them.

In this case, the thing was booked, there was no way to say, "hey I fixed it so you can go right now!" because, if there was, it would have been done. Almost everyone would rather just give you what you want instead of listening for an hour of complaining. It obviously just wasn't in their power to do what this person wanted them to do.

One rude person, I'd buy. Three in a row, after escalation? I can tell you, there or not, that "rude" does sound like, "They wouldn't give me what I wanted and had to keep defending why they couldn't and/or company policy because I wouldn't accept the answer". I've seen it happen so many times - they don't like the answer they get, and when they press repeatedly and get the same answer, "they're rude!"

Regardless, I'm sure like any other company Disney records the calls and can review them and take appropriate action if necessary. But when the OP insists that everyone she spoke to was "rude" - I think her definition and the general public definition of the term may be skewed.

Again, though - very, very lucky OP to get eight days of free tickets - park hoppers no less. I've honestly never heard about anything like that happening before after you are already home.

 

[SusanAnne]

Please remember I talked in person to two of the people at Disney, I asked to speak to someone in that department but they didn't or couldn't offer me anyone.
Like I said When a cast member calls another cast member about you and your situation but takes the rather long phone cord and pulls it as far away as they can so you can't hear that conversation, that is very RUDE!

Apparently Guest Relations thought so too because she knew everything in advance (before calling me) and told me I was right.

I understand that "we" may think we come across one way and appear different, but all I know that after standing there for around an hour and not one apology, I still call that rude or in very bad taste.

On a side note, when we left Disney the next morning my husband was ready not to come back he was so disgusted (yes disgusted) with the whole mess, and that is the reason I contacted Disney once I got home.
By Disney offerering what they did and "listening" to me, that changed his whole outlook on Disney, so for me it was worth it because Disney is my favorite place to go and I will always go back to Disney, I will just be a bit more cautious when booking events over the phone.

Exactly, and "feelings" are extremely personal.

It's impossible for someone over the phone to predict your "feelings" on anything.

If they say, "I'm sorry ma'am, but your reservation was for last week", it's not because they are trying to hurt anyone's feelings. Though some people who work in customer service may be "out to get you", most are just trying to do their job the best they can with the information they have available to them.

In this case, the thing was booked, there was no way to say, "hey I fixed it so you can go right now!" because, if there was, it would have been done. Almost everyone would rather just give you what you want instead of listening for an hour of complaining. It obviously just wasn't in their power to do what this person wanted them to do.

One rude person, I'd buy. Three in a row, after escalation? I can tell you, there or not, that "rude" does sound like, "They wouldn't give me what I wanted and had to keep defending why they couldn't and/or company policy because I wouldn't accept the answer". I've seen it happen so many times - they don't like the answer they get, and when they press repeatedly and get the same answer, "they're rude!"

Regardless, I'm sure like any other company Disney records the calls and can review them and take appropriate action if necessary. But when the OP insists that everyone she spoke to was "rude" - I think her definition and the general public definition of the term may be skewed.

Again, though - very, very lucky OP to get eight days of free tickets - park hoppers no less. I've honestly never heard about anything like that happening before after you are already home.

 

[SusanAnne]

Well, you were at the Contemporary. :drevil:

Too funny, but yeah I loved the Beach Club so that is where we will return to.

 

[SusanAnne]

Get the hell out of here. The customer is always right is one of the worst phrases in all of the English language. A discount? Because of what appeared to be a customer's mistake? See, this is the mentality that leads to cast members and employees everywhere growing apathetic.

They assume that the person who is on the other side of the counter is trying to "get something." It sounds the OP just wanted to figure it out, and that you would have been trying to make your own mistake work to your advantage. These are two very different things.

Booo....

Honestly I wasn't trying to get anything but an apology that night and I didn't have the money to book another cruise ($230), we have met some teriffic Disney cast members that week and maybe we just got a cast member who had a bad day, I don't know. I have documentation from Disney that stating there is no way you booked that on the wrong date simply because my reservation always remained the same. she chose to believe me. Believe it or not, the main thing to me was that someone was willing to listen and actually say I'm sorry!!

What a difference that makes....