I recently started working in the back stage offices in WDW. The basic requirements of my role is assisting guests over the phone. So basically what had happened was...
It was the end of my shift and I received a call needing help with something that was entirely out of my departments abilities and knowledge, but I felt inclined to help. So I was on the phone attempting to talk and walk her through how to fix her issue for about a half an hour or so before I came to the conclusion it was out of my abilities.
So I set up a warm transfer to the proper department (warm transfer is sending the phone call over with me on the line to speak to the new cast member first). The warning message said the wait time would be 25 minutes. Not wanting to wait on hold for 25 minutes for another department, I offered the woman the phone number to call herself, where she declined and insisted WE would wait on the phone to speak to the department. I was beginning to get aggravated and one of my coworkers saw this and asked what was going on, and thought I had the guest on mute I said “this guest wants me to wait on hold for 25 minutes, and I’m not doing it”
She of course became very upset and accused me of not wanting to assist her, and I proceeding to deny that saying I am here assisting as best I can currently. Came to find out she assumed if I did not sit on the phone with her the call would be dropped entirely and she would have to call back, which I explained that was not the case. In an attempt to rectify my mistake, I reached out to the department via email and was able to have a cast member talk me through how to assist her (we stayed on the phone for another half hour) and I ended up being able to help.
I felt it necessary to self report the incident, and had been talked to by my leader warning me that this will have to be brought to Quality Monitoring attention. I asked for worse case scenario and my leader was unable to provide any information or comfort, if there was any to be given. I asked my coworkers for advice and they insist I should not worry, especially since I self reported and it is my first incident, I’m fairly new to the position (less than 2 months) and have 97% average survey score otherwise.
I’m very stressed about the possible outcomes however and am not sure what to think
It was the end of my shift and I received a call needing help with something that was entirely out of my departments abilities and knowledge, but I felt inclined to help. So I was on the phone attempting to talk and walk her through how to fix her issue for about a half an hour or so before I came to the conclusion it was out of my abilities.
So I set up a warm transfer to the proper department (warm transfer is sending the phone call over with me on the line to speak to the new cast member first). The warning message said the wait time would be 25 minutes. Not wanting to wait on hold for 25 minutes for another department, I offered the woman the phone number to call herself, where she declined and insisted WE would wait on the phone to speak to the department. I was beginning to get aggravated and one of my coworkers saw this and asked what was going on, and thought I had the guest on mute I said “this guest wants me to wait on hold for 25 minutes, and I’m not doing it”
She of course became very upset and accused me of not wanting to assist her, and I proceeding to deny that saying I am here assisting as best I can currently. Came to find out she assumed if I did not sit on the phone with her the call would be dropped entirely and she would have to call back, which I explained that was not the case. In an attempt to rectify my mistake, I reached out to the department via email and was able to have a cast member talk me through how to assist her (we stayed on the phone for another half hour) and I ended up being able to help.
I felt it necessary to self report the incident, and had been talked to by my leader warning me that this will have to be brought to Quality Monitoring attention. I asked for worse case scenario and my leader was unable to provide any information or comfort, if there was any to be given. I asked my coworkers for advice and they insist I should not worry, especially since I self reported and it is my first incident, I’m fairly new to the position (less than 2 months) and have 97% average survey score otherwise.
I’m very stressed about the possible outcomes however and am not sure what to think
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