Slightly Disappointed with Guest Communications - Regarding State of Parks

[Chef Mickey]

Let me start off by saying I've been extremely impressed in the past with Guest Communications/Guest Services at WDW. They have gone above and beyond in many cases. Let me be clear, I never expect anything from my letters. I generally write one after every visit (a few per year). I simply write them to provide friendly feedback and hope in some way, my letter contributes to a small piece of a report that might change something. It really just lets me get my thoughts on paper and I hope someone calls and has an active discussion with me.

In the past, I've had great dialogue (not canned, "we value your feedback") where the cast member asks me additional questions, comes prepared by being familiar my letter's content, and has a good general knowledge of the parks. I never push for it, but after the calls, I have received several items in the mail and a couple other things including:

• Steamboat Willie Mickey with a personal letter from the CM I spoke with, thanking me for calling.
• 2 wooden picture frames themed with WDW.
• A Disney Parks keychain with a thank you note.
• A $300 credit off my entire stay due to a bad MagicBand experience. Did not even ask for it.
• A mickey mug.

I don't always get something, but that isn't my focus. I'm happy just to have a 30-45 min discussion with what I feel is a fellow fan who makes my feedback feel valued and listens to me. Those are the best calls.

I mailed a complimentary letter to Guest Communications at WDW and outlined some concerns as well. I specifically focused on how EPCOT seemingly wastes entire spaces/pavilions (Wonders of Life, Imagination!) and that the park desperately needs some TLC. I pointed out some issues at Hollywood Studios, maintenance, and letting rides get a little dated. My letters are always very positive, upbeat, and understanding about Disney's challenges in keeping guests happy, specifically diehards like myself.

I got an email back almost immediately from a real person to confirm the letter was received and a follow up call shortly after.

My writing isn't Shakespeare, but I organize my thoughts pretty well and even had a "Questions" section.

The woman I spoke with seemed unprepared regarding my letter's content and really did most of the talking. Most of her comments consisted of general references like, "Regarding your comments on EPCOT, we are always trying to improve the guest experience."

Another go to phrase was, "Your feedback is presented to the powers that be and guest input is a critical component of management decision making."

We really didn't discuss specifics in the letter and she cut me off when I'd start to ask something specifically mentioned in my letter. I asked about 5-6 direct questions and we talked about one. I'll just say, she didn't even know what the Wonders of Life Pavilion was or that is used to house Body Wars. She referred to it as some generic building and said that it was never really used for anything except special events. Not wanting to embarrass her, I just let it go.

The call was a short 8-9 minutes and just consisted of me pretty much saying "mmhmm, yeah, mmhmm" because I couldn't really get a word in!

That all said, it wasn't anything terrible. Just didn't wow me and compared to experiences before, disappointing. I've had much more success having discussions with what sounded more like people such as myself. True fans. Passionate. This was just reading off a sheet. Probably just a one off experience, but I'm STILL glad I got a response. I did my due diligence to try to improve things. Thanks for reading!

 

[sshindel]

I'll just say, she didn't even know what the Wonders of Life Pavilion was or that is used to house Body Wars. She referred to it as some generic building and said that it was never really used for anything except special events. Not wanting to embarrass her, I just let it go.

You are a better person than me. I'd have lost my mind at a statement like that. Of course, I have well documented mental issues about Epcot, at least for anyone that reads me on here.

I'd be interested to hear other's responses to this. I've always been under the impression that the kind of call you received is pretty much the standard for most inquiries to guest communications. I know I've made plenty of jokes in the past about form-letter/scripted responses, but I would be interested to hear if more folks have received "above-and-beyond" kinds of communications from Disney.

 

[Chef Mickey]

You are a better person than me. I'd have lost my mind at a statement like that. Of course, I have well documented mental issues about Epcot, at least for anyone that reads me on here.

I'd be interested to hear other's responses to this. I've always been under the impression that the kind of call you received is pretty much the standard for most inquiries to guest communications. I know I've made plenty of jokes in the past about form-letter/scripted responses, but I would be interested to hear if more folks have received "above-and-beyond" kinds of communications from Disney.

Maybe I've been spoiled because my experience in the past have been exceptional.

You and me both on EPCOT man...get this. She said, "well we did give you guys Captain EO back and it was a result of guest feedback." I just was speechless. I know there was a nostalgia factor for it, but I think it's run its course.

This was totally standardized. Polite, but you could tell she was ready to end the call and just get through it. The only part that burned me was her lack of knowledge of my letter and general park history. She didn't even know what the abandoned Odyssey Restaurant location was at EPCOT. I explained what I was talking about, and she was just like "oh, oh, yeah. Well, our imagineers are always thinking of new ways to utilize our space." I casually mentioned Food Rocks and I could tell she didn't even know what I was talking about. I felt like I was talking to a non Disney nerd...lol.

 

[sshindel]

Maybe I've been spoiled because my experience in the past have been exceptional.

You and me both on EPCOT man...get this. She said, "well we did give you guys Captain EO back and it was a result of guest feedback." I just was speechless. I know there was a nostalgia factor for it, but I think it's run its course.

This was totally standardized. Polite, but you could tell she was ready to end the call and just get through it. The only part that burned me was her lack of knowledge of my letter and general park history. She didn't even know what the abandoned Odyssey Restaurant location was at EPCOT. I explained what I was talking about, and she was just like "oh, oh, yeah. Well, our imagineers are always thinking of new ways to utilize our space." I casually mentioned Food Rocks and I could tell she didn't even know what I was talking about. I felt like I was talking to a non Disney nerd...lol.

I kinda get that they don't expect their customer relations folks to be historians of all the parks. 999 times out of 1000 they are probably dealing with stuff totally non-related to any of that, so they don't spend their time learning it.
Doesn't stop it from being painful though that they wouldn't know some of these things. That the EPCOT Center of old is so unimportant to the company that it's not even a valid concern for them.

I'm just praying for the day that some unsuspecting CM asks me if I'd mind taking a survey about my day at Epcot. And that the survey has spots for additional comments. And that those spots allow somewhere around 50,000 words or more.

 

[rct247]

Keep in mind that if at any point in your letter or conversation you were giving them ideas to improve the parks in a "you could build this or bring back this or update this this way" type of way, they will try to cut you off as now you have presented ideas to them that if followed through a person could technically try to step in an say that was my idea and I want to be compensated for that. In fact, most mail with this type content usually goes in the trash for that reason.

Sometimes the same guest correspondence person is assigned to a specific guest. If that CM is no longer there, you could have gotten a new person.

Guest correspondence also realizes there are many nostalgic people out there and quite honestly, you can't change the past or bring back "the good ole days". They have to recognize the memories and connection you had, but at the same time sometimes come off as cold and honest that sometime those thing won't be returning for various reason, new directions, etc.

Finally, for all the items you have received, they also have a file on you and mark down every time something if given. While I wouldn't classify you as a disgruntled guest, there does come a time where if a disgruntled guest has complained x many times and gotten stuff each time that they will cut you off as at that point you will not be satisfied no matter what.

I think that you had good intentions with your letter/call, but the CM may have perceived it differently and thus you didn't get quite the service as you were expecting.

 

[Chef Mickey]

Keep in mind that if at any point in your letter or conversation you were giving them ideas to improve the parks in a "you could build this or bring back this or update this this way" type of way, they will try to cut you off as now you have presented ideas to them that if followed through a person could technically try to step in an say that was my idea and I want to be compensated for that. In fact, most mail with this type content usually goes in the trash for that reason.

Sometimes the same guest correspondence person is assigned to a specific guest. If that CM is no longer there, you could have gotten a new person.

Guest correspondence also realizes there are many nostalgic people out there and quite honestly, you can't change the past or bring back "the good ole days". They have to recognize the memories and connection you had, but at the same time sometimes come off as cold and honest that sometime those thing won't be returning for various reason, new directions, etc.

Finally, for all the items you have received, they also have a file on you and mark down every time something if given. While I wouldn't classify you as a disgruntled guest, there does come a time where if a disgruntled guest has complained x many times and gotten stuff each time that they will cut you off as at that point you will not be satisfied no matter what.

I think that you had good intentions with your letter/call, but the CM may have perceived it differently and thus you didn't get quite the service as you were expecting.

Yep, I'm intimately aware of the fact that they don't take "suggestions" but just listen to feedback. I never give them an idea about what I think they should do in letters. I'm just simply critical of the current state of the parks. I generally talk about the present, such as, the Wonders of Life Pavilion is a real buzzkill. It used to be so fun. Etc etc.

Like I said, a discussion would be nice. She didn't even know what Wonder's of Life was...I could just tell. She called innoventions "innovation station" or something...lol.

I'm sure all you said is relatively true. I know they've seen plenty of letters/complaints and I'm probably viewed as a "good ole days guest" that complains a lot and thinks he knows all. However, this lady just had nothing to offer besides a script. She was probably relatively new and I doubt she connected me to a multiple time caller. You could just tell she was struggling, so I mostly stayed quiet.

 

[Stellajack]

I suppose I have become completely cynical regarding ALL customer service responses to consumers, but I am convinced that customer service reps are ALL trained to work from a script. Does this practice minimize the corporate responsibility to consumers? Well, this seems to be more and more the case.

 

[DisneyDaver]

She said, "well we did give you guys Captain EO back and it was a result of guest feedback."

The "well we did give you guys" sounds like it could have come off as quite condescending. I suppose we can't expect all of the guest relations people to be familiar with the history of the attractions and which were closed down, but it sounds like the problem with her was more than just that.

 

[dvcbeachclub]

Your completely right, even at my customer service orginazation they are scripted to a t, and if they deviate from the scripts they are practically written up and it goes on their file. Sounds terrible but it is the way of life in any given customer service area of an orginazation.

I suppose I have become completely cynical regarding ALL customer service responses to consumers, but I am convinced that customer service reps are ALL trained to work from a script. Does this practice minimize the corporate responsibility to consumers? Well, this seems to be more and more the case.

 

[Chef Mickey]

Your completely right, even at my customer service orginazation they are scripted to a t, and if they deviate from the scripts they are practically written up and it goes on their file. Sounds terrible but it is the way of life in any given customer service area of an orginazation.

Yes, I fully understand certain agents sticking to a script. However, almost all organizations have areas that give more experienced, more respected, and more senior agents a lot of autonomy to have real discussions with customers. These people in guest communications/services should not be scripted and I don't believe they are. I believe I either got someone less experienced, in a different group, or just a bad agent. I've had many candid conversations with CMs that I'm sure know their comments are recorded.

 

[Chef Mickey]

The "well we did give you guys" sounds like it could have come off as quite condescending. I suppose we can't expect all of the guest relations people to be familiar with the history of the attractions and which were closed down, but it sounds like the problem with her was more than just that.

Absolutely. It was condescending and irrelevant. So the fact we got Captain EO, we should be happy and shut up? I was like, um, well yeah, that was nice but doesn't address my concern.

 

[worldfanatic]

I generally write one after every visit (a few per year)
I never push for it, but after the calls, I have received several items in the mail.

I'm happy just to have a 30-45 min discussion

Looking to have 30-45 minute conversations with Disney cast members 3 times a year seems a bit extreme.
What if we all did that?
It would get pretty costly for Disney.
Especially considering those "unsolicited" gifts you so often receive.

 

[Chef Mickey]

Looking to have 30-45 minute conversations with Disney cast members 3 times a year seems a bit extreme.
What if we all did that?
It would get pretty costly for Disney.
Especially considering those "unsolicited" gifts you so often receive.

Sounds like you think I hint for gifts...not the case Bro. Disney thinks the staff is worth the money. Maybe they find me interesting enough to talk that long? Not saying it's always that long or I expect it, but I assure you it's a 2 way conversation and not me just talking their ear off.

 

[draybook]

I'd love to get $300 credit for our Magic Band fiasco. Here we are on day 5 and only one of the bands opens the hotel door. Oh, but they did give us two days with 2 sets of anytime fastpasses.......

 

[Chef Mickey]

I'd love to get $300 credit for our Magic Band fiasco. Here we are on day 5 and only one of the bands opens the hotel door. Oh, but they did give us two days with 2 sets of anytime fastpasses.......

I guess that's something.

I almost forgot I was given 3 nights free, special seating for illuminations and 3 days of deluxe dining free because a Disney rep messed up a flight on the phone. I am either pretty convincing or pretty lucky.

Keep pushing.