[leslieh]

I called WDW reservations four times today. The first two CMs were unfriendly and not helpful at all. I wanted to change my ressie at POP to Contemporary (anticipating saving $ from the FREE DINING, if it happens!). I was given outrageous prices, and the CMs really didn't want to help me figure out what the "rack" rate was, since that's what you must pay to get the dining plan- you can't use AAA or AP discounts for the dining plan. Sometimes, believe it or not, the dining plan doesn't pay (unless it's free!)

Here on MB, we always advise eachother to be polite and call back to get a different CM. Well, "Horace" saved the day on my 4th phone call! He was polite, helpful, patient and closed the deal! He was interested in helping me compare, not just throwing out a $ number and saying, take it or leave it.

I rated Horace as excellent during the after-call survey- it pays to be persistent!

[emamasa]

thats awesome! and, you get to stay at Contemporary! how fun!

[llama]

I'm glad you finally found Horace! It sometimes takes persistence to get the help you need.

I loved the "good old days of WDW" when you could call and hear a friendly voice every time. Those times have changed -IMO not for the better. Disney hires so many CMs to handle calls now, most of them have never been to WDW and may live States away. I think a lot of us here know more about the ins and outs of Disney than they do. The service has really gone down hill. I wish Disney would realize that they are doing themselves a dis-service - imagine what it must be like for a first-timer calling up for information and help? Not a very good impression. I really dread calling Disney now. You never know what to expect. I use to love it.

[alicefan]

FOUR CM's and then you get a nice one - how sad and a waste of your time! I miss the days when they would end your call by saying, "Have a Magical Day".

[ceecee712]

i guess persistence pays off i know my Dil would of done the same thing kept calling back until she got someone who would really help her.

[dznygrl]

Well thank heavens for Horace! What happened to the days when they ALL used to be like that?

[Dana]

Good for you! I called last week to downgrade my savannah view to standard and got an awful CM....she was quite ticked off that I asked her to tell me the difference in the prices between savannah, standard and going to POFQ....I could do it, so why couldn't she.. I ended up keeping AKL and going standard. I have a shoe in for a free upgrade..lol Don't know why I even bothered to book savannah in the first place when I always get the upgrade...I must have been feeling guilty that day.

[CathysCAT]

I'm glad Horace saved your day! I know what you mean, though. I've come across many "not so nice" people on the phone lately. Thank goodness there are the super nice people out there who are happy to be doing their job. And when I talk to one of them I let them know how helpful they were and wish them a great day.

[Soundgod]

It might also have something to do with the computer system. Information doesn't seem to come easily or quickly to CMs. You'll notice this sometimes when checking in or changing tickets at lobby concierge desks. Many times, I've heard the frustration the phone CMs feel when even trying to make simple dining reservations. Improve training and more training across the board would help, as well as streamlining the reservation system interface would go a long way towards making things better.

[leslieh]

Originally Posted by Soundgod

It might also have something to do with the computer system. Information doesn't seem to come easily or quickly to CMs. You'll notice this sometimes when checking in or changing tickets at lobby concierge desks. Many times, I've heard the frustration the phone CMs feel when even trying to make simple dining reservations. Improve training and more training across the board would help, as well as streamlining the reservation system interface would go a long way towards making things better.

That's true- as a matter of fact, the third phone call (that I didn't mention before) involved a CM who wasn't able to pull up my ressie at all! He was friendly, but not very concerned. I called right back and that's when I reached Horace.

[momof3gals]

I have encountered this a couple of times - and when I stop and think if it is my bad mood or really the dcm just being rude and almost irritated at all my questions - I have actually said "It seems as if maybe I'm bothering you with too many questions and you are really not giving me the information I need to spend this amount of money on my family - would you mind placing me back on hold or finding someone that can really answer my questions directly - can't tell you how nice and helpful the next person I'd get was - I was the one that had to try to hang up after all my information was given!! Try it - really works!