Originally Posted By dlandjimmy Hey everyone, if you haven't seen it, here is my idea for showing appreciation to the GOOD CMs. support the new CM appreciation pin. <a href="http://jimmyanddana.blogspot.com/" target="_blank">http://jimmyanddana.blogspot.c om/</a>
Originally Posted By HRM Any more possible changes in the design, or is this pretty much the final draft?
Originally Posted By jtomyl Customer service can be tricky. I used to work customer service for a wireless company. Some of the more memorable calls: A person who wanted credit for "having to answer all her calls when her phone rang." I reminder her that she wasn't obligated to answer a ringing phone. The person who felt the company owed her a credit of the current month phone bill because she had been a "great customer" paying her bills on time for 6 months in a row. The credit she wanted was over $300. My favorite was the customer who went away for a trip and left the cell phone in her dresser drawer. Her son got the phone and rang up several hundred dollars of airtime and long distance charges (prior to the days of LD included with airtime). Were they upset customers...you bet. Were they difficult...absolutely...they were asking for hundreds of dollars worth of credits that they felt they were justified in receiving. Myself backed by management felt otherwise. Was the customer right...no, but they still deserve to be treated with respect and in a calm and courteous manner. Working for Disney just makes it that much harder because people expect perfection when they walk through those turnstyles.
Originally Posted By SIR at X-S Tech Not perfection, but freindly, professional behavior. I expect that CM's won't be taking their breaks onstage snuggling with their sweethearts.
Originally Posted By mickeynewe LOL...I was in customer service also, which is why I always try to be understanding. I remember one time in particular very vividly! I answered a call from a man once who was REALLY upset at the company I worked for. He had a right to be upset, but he was taking it to the extreme. Company policy was that if anyone was threatening or using profanity we were allowed to tell the customer that we were going to hang-up. I never liked that approach and I always tried to be extremely sweet and approachable with the customer and show them my geniune interest in helping them. It normally ALWAYS worked. Well, this particular time it wasn't working. The man finally told me he was going to come down there and personally "kick my ***". At this point I kind of laughed and joked with him and said, "Sir, I'm 5'2", 102 lbs dripping wet, and if that is what it is going to take to make you feel better, I'll happily wait outside for you. But personally, I'd rather work through the problem with you." ROTFL...I took him by such surprise that the wind instantly went out of his sails and he went silent. Finally, he laughed. Thankfully, we were able to solve the problem to his satisfaction. Before getting off the phone he thanked me for my assistance and sheepishly apologized. I think most times, customers REALLY just want to know that you GENIUNELY want to help them.
Originally Posted By jaycub Unfortunately we have come to the point where we have to give the CMs more slack than they used to have. This is a change in society, and the people that are really irked by it are us hardcore Disney fans.
Originally Posted By HRM Hardcore Disney Fans are important!! So are the 80% of the other Guests who visit Disneyland. Some are "regular" Disney fans, some are visiting for the first time and have "always wanted to go to Disneyland", some are casual Guests and can't visit more than a couple of times over their lives, and some really don't care. >>Working for Disney just makes it that much harder because people expect perfection when they walk through those turnstyles.<< Ahh, how true... and there's the rub. Again, Guest Service can be better, YES; AND, present levels of Guest Service at DL are probably better than other Theme Parks. Does that mean no improvement is needed? NO, CMs always must attempt to improve to a higher level of Guest Service. All I'm saying is please make sure to reward those CMs that provide a good experience for you by stopping by City Hall and voicing your opinion; and just as important, register your concerns of those CMs who create a bad experience for you. Just remember, it takes a friendly CM and a friendly Guest to tango. ) ºoº
Originally Posted By SIR at X-S Tech Hmmm... Society in general has gone downhill. Guess we should just shrug our shoulders and accept it. We wouldn't want to demand better service than we're getting cause it wouldn't do any good and somebody might get their feelings hurt.
Originally Posted By HRM >>We wouldn't want to demand better service than we're getting cause it wouldn't do any good and somebody might get their feelings hurt.<< Hi Sir, I've been kinda busy lately so I haven't been able to respond as frequently... Have you ever brought your concerns of the lowering of Guest Service standards to City Hall or Casting at Disneyland? You have made some very valid points on these Discussion Boards, and backed up by specific personal experiences at the Park. Just wondering... )
Originally Posted By jaycub SIR, I didn't mean to imply that I thought you were wrong, merely that the number of us who don't feel like shrugging our sholders and leaving things as they are are fewer. As hardcore fans (which I agree are important HRM) we tend to be very picky about the CMs. We spot them doing something that isn't right and we immediately think that times have changed. In Disney World, fans blame the College Program. My point is that many of those people who have "always wanted to go to Disneyland" will probably not think twice about a CM who is taking a smoke break, or talking on a cell phone. People today just aren't as concerned about things like that like they used to be (and still should be.) People like us on these boards get so critical and get to the point where we look for flaws and then magnify them greatly. I am not saying that things shouldn't change for the better, but until the people who have the power to ellicit these changes will do so (such as Bob Iger and the other Disney suits) than things will stay the way they are. There have always been mediocre CMs, there's just more of them now.
Originally Posted By Tiggirl <<My point is that many of those people who have "always wanted to go to Disneyland" will probably not think twice about a CM who is taking a smoke break, or talking on a cell phone.>> Maybe this is just me but I don't want to see that anywhere. If I am at a grocery store, I don't want to see the produce guy chatting on his cell phone with his shirt untucked. Or if I'm going to a resturant I don't want to see the dishwasher by the side of the building smoking. Being a past CM I would expect the same from a Disney Cast Member. ~Beth
Originally Posted By dlandjimmy Well, all I have to say is that the new/revisited program that gets CM's fired for beign late, tardy, or too many sick days, is probably weeding out some CM slackers. Support the pin. Comment on it. <a href="http://jimmyanddana.blogspot.com/" target="_blank">http://jimmyanddana.blogspot.c om/</a>
Originally Posted By jaycub <<Maybe this is just me but I don't want to see that anywhere. If I am at a grocery store, I don't want to see the produce guy chatting on his cell phone with his shirt untucked. Or if I'm going to a resturant I don't want to see the dishwasher by the side of the building smoking.>> Tiggirl, I'm with you on that. I bought some deli meat from a grocery store the other day, and after I got to my car I saw the clerk who had sliced my meat outside smoking. Being a non-smoker, I wasn't all that pleased; but this again brings out my point that general apathy from the public and the suits doesn't seem to want to change this. As a side note, I know that there are several folks on this board (maybe most of the posters even) who do smoke. I do NOT want my prior statement to be mistaken as an attack of any kind. I do not want to imply that smokers are filty and disgusting, because they are not. I am happy to hear about the new changes dlandjimmy.
Originally Posted By Tiggirl The problem is (at least for me anyways) its unprofessional and a little gross. And I say that AS a smoker. The smell and "taste" of cigarettes linger on your hands for quite a while after smoking even if you wash your hands.
Originally Posted By HRM >>If I am at a grocery store, I don't want to see the produce guy chatting on his cell phone with his shirt untucked. Or if I'm going to a resturant I don't want to see the dishwasher by the side of the building smoking.<< Personal, and private, habits aside; let's remember sometimes an employee doesn't have a choice where s/he may take a break. Not all employees provide a separate area that is out of the public's eye for smoking, or meeting friends, or taking care of errands via cell phone; a person has to stand close to the business to take a smoke break, make a phone call, or see a friend and then be back on-duty after a 10 or 15 minute break. >>...but until the people who have the power to ellicit these changes will do so (such as Bob Iger and the other Disney suits) than things will stay the way they are.<< While I agree with this statement in a broad business/corporate sense; the responsibility for professional behavior of CMs, and providing excellent Guest Service, lies a lot closer to Disneyland than the corporate boardroom. Mr. Ouimet is the person who is responsible for the Disneyland Resort, and is starting to enforce the behavior guidleines from what I hear. He can't do it alone; supervisors and leads have to follow through..... AND Guests have to make their feelings known on the type of service they are receiving. Peer Pressure is a wonderful motivator for good, or bad, Guest Service. If Peers are seeing good Guest Service rewarded, and commented upon, by DL Management and Guests -- then over time the majority of CMs will follow suit. So make City Hall a "must stop" on your next trip to Disneyland, and leave a comment on how you were treated by CMs on your vacation. And if it was really, really good; take the time to write a personal letter to Casting -- that type of action gets more attention than any of us realize. And most importantly, SMILE at the CMs -- they're people too!!
Originally Posted By Tiggirl <<Personal, and private, habits aside; let's remember sometimes an employee doesn't have a choice where s/he may take a break.>> Oh I understand that. But the comment I was replyingto was someone (and now I can't remember who) said that they doubt the average guest cares if they see a CM smoking or talking on their cell phones and that is what I disagree with. I bet the average guest WOULD care. CM's have areas where they can do these things and not be seen by guests. I guess my point is I'm not an "Uber Fan" of Vons, I don't post on a Vons web site so I guess you could classify me as an "average guest" of Vons and it would bother me to see their employees doing any of those things "on stage"... and I didn't pay hundreds of dollars to go there. ) ~Beth
Originally Posted By Tiggirl This was the comment I was replying to be jaycub: <<My point is that many of those people who have "always wanted to go to Disneyland" will probably not think twice about a CM who is taking a smoke break, or talking on a cell phone.>> )
Originally Posted By HRM Thank you for clarifying your response; and I agree with you. Disneyland CMs have backstage areas to take care of personal business, and should not do so on-stage at the Park. I was replying to your examples given in your post #90. Hopefully the public understands the context or circumstances in which an employee works, and in not quick to pass judgement if the employee has no choice in the matter.
Originally Posted By HRM oops... Hopefully the public understands the context or circumstances in which an employee works, and IS not quick to pass judgement if the employee has no choice in the matter. )
