Strange AR conversation

lovemysons · 06-03-2005

I had the weirdest thing happen while I was trying to make some last minute AR's for our upcoming trip. It occurred to me that I did not make a breakfast AR at Ohanas and when I called, the CM told me there were no breakfasts available. I had given her 3 different dates. So then I wanted to try two other dates, but before I could finish asking, she said there is no breakfast at Ohanas. So I asked her, what do you mean? They don't serve breakfast or they are all booked? And she said, no, they do not serve breakfast there. Now, I knew this wasn't true, but I hung up anyway. Checked my guidebooks, allearsnet, and then decided to call back. And, the next CM had no problem finding times for me. Isn't this strange??

Allyson · 06-03-2005

While it is VERY VERY strange...I've always heard that if you don't get the info you want from one CM to hang up and call again to speak with a different one. I guess this is a prime example!!

Cosmicwaves · 06-03-2005

Hmm, weird, you should maybe call and tell a manager about that.

bali · 06-03-2005

I'm finding that more and more. CMs just not knowing enough about the company and what's available. For instance, I called yesterday to book a package with an AP discount and the CM didn't even know that the new discounts were out! What's up with that???

CMs should know at least as much as the guests about Disney, right?

wdwspider · 06-03-2005

Quote:

Originally Posted by bali

CMs should know at least as much as the guests about Disney, right?

The Internet is a dangerous thing.

I can't understand why the computer or something did not list all the available eating times. Just Odd.

MerlinMatt · 06-03-2005

Training folks for a call center is not easy.

Bear in mind that a fairly large percentage (I'd guess around 30%) of the folks taking calls have never been to any Disney park and for many of us here, there's very good odds that WE know more than THEY do.

Honestly, I can't think of a call I've made to Disney within the last year where I wasn't a great deal more informed than the person taking the call.

So, as Allyson said, if you don't get the answer you need, hang up and call back.

lovemysons · 06-03-2005

Absolutely true. I also was able to book a Fantasmic Dinner Package when I called back yesterday afternoon, but I attribute that to cancellations. I wondered too if perhaps the CM just had the wrong computer screen open at the time, so she didn't see breakfast listed.

Now, if only someone would cancel their room ressies at the WL.

bali · 06-03-2005

Quote:

Originally Posted by MerlinMatt

Training folks for a call center is not easy.

Bear in mind that a fairly large percentage (I'd guess around 30%) of the folks taking calls have never been to any Disney park and for many of us here, there's very good odds that WE know more than THEY do.

Honestly, I can't think of a call I've made to Disney within the last year where I wasn't a great deal more informed than the person taking the call.

So, as Allyson said, if you don't get the answer you need, hang up and call back.

Touche

hiner · 06-03-2005

We ran into that when booking our trip at the beginning of the year when the new MYW program started. We actually knew more about the pluses than the CM did. It was a learning experience for sure.

06-03-2005	#1 (permalink)
lovemysons You better not pout Join Date: Oct 2004 Location: In my house Posts: 6,352	Strange AR conversation I had the weirdest thing happen while I was trying to make some last minute AR's for our upcoming trip. It occurred to me that I did not make a breakfast AR at Ohanas and when I called, the CM told me there were no breakfasts available. I had given her 3 different dates. So then I wanted to try two other dates, but before I could finish asking, she said there is no breakfast at Ohanas. So I asked her, what do you mean? They don't serve breakfast or they are all booked? And she said, no, they do not serve breakfast there. Now, I knew this wasn't true, but I hung up anyway. Checked my guidebooks, allearsnet, and then decided to call back. And, the next CM had no problem finding times for me. Isn't this strange?? __________________ Dopey is the boss of us. Missing the madness. Peppy is still my partner in crime. Is that you, Pu? Fabulous avatar, courtesy of the fabulous Mr. R2Go! ´¨) x¸.•´ ¸.•´¨)xxxx¸.•¨) (¸.•´xxxxxx(¸.•`xxx´¨)All you need is love!´¨) My Disney Countdown Counting down to: Back to POFQ!!! 109 days 9 hours 13 minutes

06-03-2005	#2 (permalink)
Allyson MB's Gigglebox Join Date: Sep 2004 Location: Crestview, FL Posts: 2,028	Re: Strange AR conversation While it is VERY VERY strange...I've always heard that if you don't get the info you want from one CM to hang up and call again to speak with a different one. I guess this is a prime example!! __________________ Been going as a family since 2004! Nine trips and counting! Three MNSSHPs and one MVMCP under our belt. Resorts = CSR, ASMo, POP, ASSports, POR, CBR, OKW & POFQ Mom to two precious boys!! The ONLY MBer I've met...KingOMiami!! (Even though Kip and I are practically neighbors!! ) (I really KNOW MICKEYMom - not just from MB!!)

06-03-2005	#3 (permalink)
Cosmicwaves Mouse Meister Join Date: Feb 2005 Location: CT Posts: 1,353	Re: Strange AR conversation Hmm, weird, you should maybe call and tell a manager about that. __________________ 1985-Off site 1986-Off site 1988-DL-Off site August 1989-The Buena Vista Palace March 1997-All Star Music March 2000-All Star Movies January 2002-All Star Music October/Nov 2002-Off site January2005-Off site January2006-Off site September 2006-POR September/October 2007-Off site August 2008-DL-Off site: Alpine Inn

06-03-2005	#4 (permalink)
bali Dreamfinder Society Join Date: Jun 2003 Location: New York Posts: 2,388	Re: Strange AR conversation I'm finding that more and more. CMs just not knowing enough about the company and what's available. For instance, I called yesterday to book a package with an AP discount and the CM didn't even know that the new discounts were out! What's up with that??? CMs should know at least as much as the guests about Disney, right? __________________ May 02 offsite * May 03 AKL * Oct 03 CSR * May 04 POR * Oct 04 CSR * May 05 BCV * Oct 05 SSR * Dec 05 BWI * Jan 06 WL * May 06 AKL * Sep 06 PC/BCV * Dec 06 WL * Jan 07 CSR * Apr 07 BCV * Jun 07 BW * Oct 07 BWV * Nov 07 WL * May 08 CSR *

06-03-2005	#6 (permalink)
MerlinMatt DC Grand Poohbah Join Date: Mar 2004 Location: Boston Posts: 3,370	Re: Strange AR conversation Training folks for a call center is not easy. Bear in mind that a fairly large percentage (I'd guess around 30%) of the folks taking calls have never been to any Disney park and for many of us here, there's very good odds that WE know more than THEY do. Honestly, I can't think of a call I've made to Disney within the last year where I wasn't a great deal more informed than the person taking the call. So, as Allyson said, if you don't get the answer you need, hang up and call back. __________________ Erin's still my favorite.

		MouseBuzz.com > Walt Disney World > WDW Restaurants
Strange AR conversation

06-03-2005	#7 (permalink)
lovemysons You better not pout Join Date: Oct 2004 Location: In my house Posts: 6,352	Re: Strange AR conversation Absolutely true. I also was able to book a Fantasmic Dinner Package when I called back yesterday afternoon, but I attribute that to cancellations. I wondered too if perhaps the CM just had the wrong computer screen open at the time, so she didn't see breakfast listed. Now, if only someone would cancel their room ressies at the WL. __________________ Dopey is the boss of us. Missing the madness. Peppy is still my partner in crime. Is that you, Pu? Fabulous avatar, courtesy of the fabulous Mr. R2Go! ´¨) x¸.•´ ¸.•´¨)xxxx¸.•¨) (¸.•´xxxxxx(¸.•`xxx´¨)All you need is love!´¨) My Disney Countdown Counting down to: Back to POFQ!!! 109 days 9 hours 13 minutes

06-03-2005	#9 (permalink)
hiner Mouse Meister Join Date: Nov 2003 Location: Body: Worcester PA Heart & Soul: WDW Posts: 1,600	Re: Strange AR conversation We ran into that when booking our trip at the beginning of the year when the new MYW program started. We actually knew more about the pluses than the CM did. It was a learning experience for sure. __________________ I could be ready in a minute for WDW, just tell me when! 11/78 & 11/84- WDW - Ft. Wilderness 09/87 - Disneyland - Off Site WDW - Off Site 10/89, CBR 10/99, CBR 05/04, CBR 05/05, CBR 05/07 STEELERS WILL BE BACK IN 2008! YANKEES WILL BE BACK IN 2009! AND THE BROWN'S WILL BE BACK IN WDW 2009! My Disney Countdown Counting down to: The Brownies are returning to WDW 151 days 21 hours 58 minutes

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