Why Do They Ask Those Questions?

[ELopez]

JP Von Drake - Thanks for the info. That actually make sense. And it makes me feel better about answering the questions.

While we're on the subject, you know how the automated system asks for your resort # (or phone #)? Does the rep actually get that info? I noticed when I called to make ADRs yesterday (exactly 180 days before my check-in, but not 180 days before my reservations), they asked me if Iwould be staying on property and where, but not when. I wondered if it even mattered.

 

[kimmychad]

That would explain why I teach the person on the phone something new nearly everytime I call.

when i tried to book my adrs for my sept trip i knew that i could book up to 10 days after i checked in, which was past the 180 day point. unfortunately my cm didnt know that. what a mess

 

[JPVonDrake]

JP Von Drake - Thanks for the info. That actually make sense. And it makes me feel better about answering the questions.

While we're on the subject, you know how the automated system asks for your resort # (or phone #)? Does the rep actually get that info? I noticed when I called to make ADRs yesterday (exactly 180 days before my check-in, but not 180 days before my reservations), they asked me if I would be staying on property and where, but not when. I wondered if it even mattered.

When you call in, I can normally see the following:

• The number your calling from (your caller ID)
• The last 4 digits of the number you called us on (407-W-DISNEY, etc.)
• The call purpose (new reservation, modify reservation, dine, video request, etc.)
• The segment you are routed to (intender, repeater, worldphile, etc.)
• The phone number you entered when asked by the AutoAttendant
• The Reservation number you entered when asked by the AutoAttendant

I also may see "Spanish Caller" if you enter yes for this question.

Do keep in mind however the AutoAttendant does not always read your response correctly or completely. Many times I may only get a few digits of your phone number or reservation number requiring me to ask you for this information.

As far as Dining is concerned, the Dine software is completely separate from the Room Reservations software and not all Dine Cast Members have full access to the Room Reservation software. They may be able to see the reservation number you typed in, but have no means to look it up to see where you are staying, when are your exact travel dates, your party size or what package you are on. This is why you are normally asked this information.

 

[DisneyJoe]

When booking dining, every restaurant has different rules as to table sizes and combinations, seating times and booking procedures. Also each restaurant requires us to spiel specific policies such as location of the podium, dress codes, cancellation penalties, travel times, park admission requirements etc. Lastly, to ensure a fair system of booking for popular locations (Cinderella's Royal Table, Le Cellier, etc.) a consistent booking window and hours are needed. Due to these complexities, an online booking system is not possible at this time.

Yet OpenTable.com does it with over 8,000 restaurants and collectively seating more than 60 MILLION guests....each with different rules, policies, dress codes, etc.....Emeril's 2 restaurants, Raglan Road and many others are OpenTable members...

The only part of your argument I agree with is "to ensure a fair system of booking for popular locations (Cinderella's Royal Table....."

 

[JPVonDrake]

Yet OpenTable.com does it with over 8,000 restaurants and collectively seating more than 60 MILLION guests....each with different rules, policies, dress codes, etc.....Emeril's 2 restaurants, Raglan Road and many others are OpenTable members...

The only part of your argument I agree with is "to ensure a fair system of booking for popular locations (Cinderella's Royal Table....."

Also note that all the restaurants booked by opentable.com accepts traditional reservations. A specific table is held for the party for a specific time frame. All requirements for the restaurant (such as dress codes, payment policies etc.) are normally universally known in advance by the people who book as most are familiar with the restaurant they are attending.

Walt Disney World restaurants use a priority seating style of advance reservations. The Guests will be seated at the first available table for their party size once they arrive and check-in at the podium.

A vast majority of Walt Disney World Guests are first time visitors or those who have not visited us in several years. Many of our restaurants offer very unique experiences or unusual booking requirements and policies. We also accept very unique payment types such as vacation package dine plans, Disney Dining Experience Card discounts, Room charges, and the like. Not all restaurants accept all types, and some forms of payment cannot be used on select dates, (i.e. DDE cannot be used on holidays.) This makes every reservation unique to the Guest who is booking it.

A great example is if you have never dined at the San Angel Inn at the Mexico Pavilion at Epcot and only saw a picture of the restaurant, you would see the beautiful night sky above the tables and think the restaurant is located outdoors. As such many Guests think this location may offer a great view of the Illuminations fireworks show each evening. As such, a required spiel for this locations is "please note this restaurant is located indoors and offers no outside views." If you did not know this, you could then question the Reservationist and ask "but I saw a picture of outside tables" allowing us to explain that the ceiling is painted and lighted to recreate an outdoor feel.

While most Guests will listen to these unique policies and spiels when told by a real person over the phone, many of these same Guests will choose not to read them in a pop-up prior to booking and simple quickly click the pop-up away. This can lead to a very uninformed and therefore unhappy Guest once they arrive at the location.

Due to the dynamics of the system we use, and very unique experiences we offer, this simply would not translate easily to an online booking system.

 

[DisneyJoe]

I used to work for the phone company, one that spanned at least 7 different states, and now spans more; each state with their own public utilities commission, each with their own set of rules and regulations and disclaimers that need to be given to the customer before adding a new phone system or modifying existing phone service - serious penalties and fines could apply if things were not properly handled.

Many used to say that it could never be an online system, that it would always need people due to the uniqueness of their rules and the dynamics of the systems involved.

Guess what? You can now add and modify phone accounts online.

It will happen at Disney eventually.

(It took this phone company over 10 years to do it)

 

[figmentisgreat]

I have a specific pattern for the dining... 407-939-3463. wait for beginning spiel to end, 112(my telephone number)#111. Then, I wait on hold, listen to the wonderful music, and then get someone on the phone who ultimately asks me if I want tickets to La Nouba, and then tells me that there is no availibility to Le Cellier on May 27th, but would I like to try someplace else. Then, I say no thank you and wish him/her a magical day.


I have been calling three times a day for the past 2 weeks, so I have the pattern down perfectly!

 

[fosse76]

I thought it was to determine how rude they can be to you. everytime I call the agent seems less and less inclined to assist me.

 

[dismedic]

JPVonDrake
Thanks in reading your post it makes sense as to the why and how.

Many times the DW asks me many times why they ask these questions, Now after the DW has read your reply this is one less of the Why do they do that questions I have to answer :lol:

 

[JPVonDrake]

JPVonDrake
Thanks in reading your post it makes sense as to the why and how.

Many times the DW asks me many times why they ask these questions, Now after the DW has read your reply this is one less of the Why do they do that questions I have to answer :lol:

I am always glad to help. If you have any other questions feel free to post or PM me anytime!

 

[Buried20KLeague]

I am always glad to help. If you have any other questions feel free to post or PM me anytime!

I've got one...

I've always wondered if there was a way to get to a specific person in your call center. Like, let's say I wanted to reach YOU to do my booking of trips, etc... :lookaroun :lol:

Some call centers have that ability, but I'm not sure that yours does. Like for example, do you have a direct-dial number?? Or do you always just have to pick up the next radom call in the que?

 

[JPVonDrake]

I've got one...

I've always wondered if there was a way to get to a specific person in your call center. Like, let's say I wanted to reach YOU to do my booking of trips, etc... :lookaroun :lol:

Some call centers have that ability, but I'm not sure that yours does. Like for example, do you have a direct-dial number?? Or do you always just have to pick up the next radom call in the que?

As we do not work on a commission, your call is always directed to the first available agent who best meets your needs. As we don't even have assigned seating, my extention can change daily. On the lighter side, you do have about a 1 in 1800 chance of getting me when you call! :wave:

 

[mousermerf]

As we do not work on a commission, your call is always directed to the first available agent who best meets your needs. As we don't even have assigned seating, my extention can change daily. On the lighter side, you do have about a 1 in 1800 chance of getting me when you call! :wave:

That is a lie/mistruth JP and you and I both know it. Agents at the call center work on "incentive" which is a rate of pay which directly correlates to the number of dollars in bookings the agent produces.

Book more, earn more. Not just volume, book the grand more often then the allstars and you'll get rewarded with lots more money on your paycheck.

Routing, btw, is not directing you to an "experienced" (time with the company, tested knowledge, etc) agent, but rather one who was trained specifically how to SELL you things that the WDW resort offers based your demographic.

It's the same way that computer system itself will not "offer" what a guest asks for directly, rather makes a counter offer when they do the search if it wants to boost bookings at a lagging resort. JP would not be allowed to offer you the resort you directly asked for unless it's at the top of the list that the computer generates. If you refuse his counter offer, then he can refine his search and possibly get that resort.

It's all an attempt to make money. The reservations center is cold and quite callous about it. Don't let them fool you for a second. There is no magic in that building - while the parks and resorts all have mission statements about creating magic for guests and unique experiences, the call center's mission statement blatantly states that it is there to make money for the WDW resort and "ensure the profits."

 

[palmage]

From my understanding it aids in the routing of your call. If you are not a frequent guest the system will try and direct you to a more experienced CM.

So the more we stay the worse the reservationist?

 

[mousermerf]

So the more we stay the worse the reservationist?

No, the routing has nothing to do with "experience" as in higher training or more knowledge.

It's all marketing. Agents are hired in groups and those groups are trained for a segment. A "Worldphile" agent will be trained in getting you to add things on to your trip and also the newest and latest events and attactions.

An "Intender" is trained more toward getting a package deal together, covering the basics, and upselling the resort.

A basic difference would be this..

Intender: "Grand Floridian has several amenities your family will love and is the classic Disney World Resort vacation destination..."

Worldphile: "Oh, I know you asked for Wilderness Lodge, but the Grand Floridian is available. Hsve you ever stayed there? You haven't?! It's so great and it's right there on the monorail line. Oh, yes it's more expensive, but haven't you wanted to try something new?"

Marketing and sales.

 

[Pumbas Nakasak]

That is a lie/mistruth JP and you and I both know it. Agents at the call center work on "incentive" which is a rate of pay which directly correlates to the number of dollars in bookings the agent produces.

Book more, earn more. Not just volume, book the grand more often then the allstars and you'll get rewarded with lots more money on your paycheck.

Routing, btw, is not directing you to an "experienced" (time with the company, tested knowledge, etc) agent, but rather one who was trained specifically how to SELL you things that the WDW resort offers based your demographic.

It's the same way that computer system itself will not "offer" what a guest asks for directly, rather makes a counter offer when they do the search if it wants to boost bookings at a lagging resort. JP would not be allowed to offer you the resort you directly asked for unless it's at the top of the list that the computer generates. If you refuse his counter offer, then he can refine his search and possibly get that resort.

It's all an attempt to make money. The reservations center is cold and quite callous about it. Don't let them fool you for a second. There is no magic in that building - while the parks and resorts all have mission statements about creating magic for guests and unique experiences, the call center's mission statement blatantly states that it is there to make money for the WDW resort and "ensure the profits."

Just like every other call centre world wide. So whats your point caller.

 

[mousermerf]

Just like every other call centre world wide. So whats your point caller.

Well, there's the pretense of "we're not paid comission" as if they're there like a helpdesk or guest service. It's not true, those folks are trying to upsell you every chance they get.

 

[maggiegrace1]

No, the routing has nothing to do with "experience" as in higher training or more knowledge.

It's all marketing. Agents are hired in groups and those groups are trained for a segment. A "Worldphile" agent will be trained in getting you to add things on to your trip and also the newest and latest events and attactions.

An "Intender" is trained more toward getting a package deal together, covering the basics, and upselling the resort.

A basic difference would be this..

Intender: "Grand Floridian has several amenities your family will love and is the classic Disney World Resort vacation destination..."

Worldphile: "Oh, I know you asked for Wilderness Lodge, but the Grand Floridian is available. Hsve you ever stayed there? You haven't?! It's so great and it's right there on the monorail line. Oh, yes it's more expensive, but haven't you wanted to try something new?"

Marketing and sales.

I have never been asked questions like that EVER!..I ask for what I want and get what I want..no pressure for anything else...:shrug:..and I am considered a "Worldphile"

 

[mousermerf]

I have never been asked questions like that EVER!..I ask for what I want and get what I want..no pressure for anything else...:shrug:..and I am considered a "Worldphile"

As mentioned, it's not based on experience or time with the company, just which class you were put in for which group.

Combine that with an extremely high turn over (read: most people quit within a few weeks) you get agents who aren't doing exactly what the company wants sales-wise.

Also, Disney will fire people at the call center if they're not making sales goals.

 

[Monty]

That is a lie/mistruth JP and you and I both know it. Agents at the call center work on "incentive" which is a rate of pay which directly correlates to the number of dollars in bookings the agent produces.

Book more, earn more. Not just volume, book the grand more often then the allstars and you'll get rewarded with lots more money on your paycheck.

Routing, btw, is not directing you to an "experienced" (time with the company, tested knowledge, etc) agent, but rather one who was trained specifically how to SELL you things that the WDW resort offers based your demographic.

It's the same way that computer system itself will not "offer" what a guest asks for directly, rather makes a counter offer when they do the search if it wants to boost bookings at a lagging resort. JP would not be allowed to offer you the resort you directly asked for unless it's at the top of the list that the computer generates. If you refuse his counter offer, then he can refine his search and possibly get that resort.

It's all an attempt to make money. The reservations center is cold and quite callous about it. Don't let them fool you for a second. There is no magic in that building - while the parks and resorts all have mission statements about creating magic for guests and unique experiences, the call center's mission statement blatantly states that it is there to make money for the WDW resort and "ensure the profits."

HHmmm...

Weighing credibility....


Nope, I'm comfortable, JP wins. :king: