Share your stories of calling CRO for ressies About This Page:

[jengen]

Started a similar thread in Feasting....
Figured it would be interesting in here too!!

When I called CRO the first time (late May for October) I had a wonderful conversation with the nice lady who helped us book our first room-only package. She was great at answering my questions on which resort she recommended - I initially inquired on All Stars, but ended up reserving PO-FQ.

Last week I called again to change my ressie do to the new codes. Again I was very excited (I remember saying "simply sick with anticipation") and again was greated with 'open ears' at the other end of the line!! This time we booked same resort but upgraded to King bed and Discovery Magic package. Simply wonderful conversation we had yet again!!

[ 07-31-2002, 11:31 PM: Message edited by: jengen ]

[All Ears]

For the most part, I have always had wonderful CM's when calling CRO. Most will ask if I am traveling to celebrate a special occasion, or if I have ever stayed at such & such a resort, etc. Several have even offered dining suggestions.
Kudos to those great CRO CM's! [img]images/icons/smile.gif[/img]
Michelle

[Winston]

I can't say I've ever had to deal with a rude or difficult CM at CRO, but I think it can be a hit or miss situation when you call. Some have been extremely friendly and helpful, while others have been less so. I guess the worst situations have come up when the CM is giving me info that I suspect (or know) to be incorrect. In this situation, I politely excuse myself and call right back with the hope of getting someone who is more informed.

[tinkerbellfan]

I'm a member of the Disney Club and most of the time when I call they are very helpful.But a couple of weeks ago I called around 7:30am(i
didn't catch her name and ENDED UP IN TEARS!
She told me i could only get a quote on 2 resorts
per call and that i would have to call back to check on a third resort. I told her that i had called in the past and had gotten numerous quotes
with one phone call. She then made a smart remark
about how many times i had already called. She was pushing my buttons by now, so i asked her what her name was and she had the nerve to hang up on me. I WAS IN SHOCK and afraid to call back
fearing I would get HER again.

[kbken]

Tinkfan-

You need to get dates and times down and e-mail Disney about your treatment - they need to know so it can at least be addressed in general terms with CM's. It may be worth a call to CRO to talk to the senior supervisor on duty with as much specific information as possible. As a matter of fact, do both so they know you won't put up with it. Be polite but act verrrrry concerned about how you feel and how this will hurt business. It would also be a nice touch to let them know that you understand that this type of treatment is the exception. Again, they need to know so they can address it so don't hesitate to call. I know the folks on these boards will agree and give you their support. I know if I am not treated properly, Disney will hear about it in a polite but firm manner. Good luck!!!

Ken

[*Pixie*Dust*]

I have only had one problem with CRO. I had 2 rooms booked at ASMu for 9/13-9/16. When I went to purchase my airline tix I realized I could save $350 on our 4 tix if we flew down on the evening of the 12th. I called CRO and said I wanted to add one room for the 12th then we would split up between the 2 rooms on the 13th. She said "okay, so you want 3 rooms the first night and then go down to 2 rooms." It took about 10 minutes of explaining to get her to understand that I only wanted 1 room the first night and then 2 rooms each additional night.
Of course I feel pretty silly now. I realized how ridiculous it was for us to cram into one room for one night and then have to move everything in the morning, sooooooo I called CRO a week later and got a second room for that first night. [img]images/icons/rolleyes.gif[/img]

[Ears42]

I have had "the good, the bad, and the ugly" so to speak.

The best CM I ever spoke to was on the DC line when I booked our first trip with our DD. She was almost two at the time. His name is Keith, and I spent and hour and half with him on the phone. We went over the pro's and con's of the different resorts when travelling with a toddler, things to do, etc. He was fantastic! I had called to book a room at the then Dixie Landings. They didn't have any discounted rooms, but he told me about an unadvertised special rate on deluex resorts during the time we wanted to go, so we ended up at the WL for less than DXL would have cost us!

I sent his supevisor a very nice letter and I got a Thank you note from both Keith and the supervisor!

The worst CM I've had the misfortuane to speak to was the first time I ever called the DVC member line. I still had the contract on my desk at work waiting for the FEDEX pick up. She was so unbelievably rude I almost cancelled my purchase. I called our sales representive and expalined the situatuion to him, he reassured me that I would not receive such rude behavior again and I mailed the contract. I recieved an apology letter from the DVC membership supervisor.

As a customer service manager for many years, I can tell you, supervisors LOVE to hear when their employees are going above and beyond! Most of the time you only hear compliants, so if you get a really great CM on the phone, send a note or at the end of the conversation ask to speak to the supevisor and tell them what a good job was done! [img]images/icons/grin.gif[/img]