Serious question: Does Disney still emphasize their special brand of customer service in training new CMs?

[Mrs~Incredible]

Just read a quote from Walt- “Do a good job. You don’t have to worry about the money; it will take care of itself.”

All of the changes made by the company in Parks have been slowly chipping away at my complete and total adoration for the company. Yes, it is a company, yes, they want profits for their share holders, blah blah blah. But what made Disney different (and a corporate MODEL) was its outstanding commitment to customer happiness and satisfaction.

It oozed out of everything in years past- it was one of those intangibles that was omnipresent and made people feel what is commonly referred to as “magic”. It made us choose to vacation there as often as we could.

I remember CMs ALWAYS going above and beyond. Wishing us a “magical day”. Etc etc. CMs do this for their own passions, not for the not-so-big-bucks they are paid. They are the ones who make it all happen. But with the pandemic, the lay offs and rehires, the leadership and philosophy changes- and the major philosophy shift to increase per guest spending as much as humanly possible- is the “Disney way “ of customer service still there from the top - down? Any recent CMs here that can share insight into whether Disney still cares (for real) about this?

I sure hope so.

edited to add: this in no way reflects my feelings about CMs- honestly I think they are what make everything happen, and I truly believe that they are a special group. I am more interested in the corporate philosophy- do the suits value their great CMs and great customer service like they used to??????

 

[disneydent]

Not a CM but a DW regular. Use to go every weekend when I lived in Florida and since I have moved out of state I still go once or twice a year. Over the last 10 years, I have probably have spent close to a full year's worth of time in the parks (still never gets old). The CM's were what made Disney, there are better parks with better rides but the Disney Experience was something that couldn't be beaten. Over the first 9 years I had maybe one bad interaction with a CM but that was the exception. However, when I went in February I had the worst Disney Experience in my life. Just about every day I ran into a rude CM, whether it was at the rides, the hotel, and even at one of the restaurants. It was so bad that my wife (who goes to Disney every time with me) broke down and complained to customer service. My wife is someone who doesn't like confrontation and it takes a lot to get my wife worked up like that. Im hoping when I go back in a few weeks things are different

 

[Mrs~Incredible]

Not a CM but a DW regular. Use to go every weekend when I lived in Florida and since I have moved out of state I still go once or twice a year. Over the last 10 years, I have probably have spent close to a full year's worth of time in the parks (still never gets old). The CM's were what made Disney, there are better parks with better rides but the Disney Experience was something that couldn't be beaten. Over the first 9 years I had maybe one bad interaction with a CM but that was the exception. However, when I went in February I had the worst Disney Experience in my life. Just about every day I ran into a rude CM, whether it was at the rides, the hotel, and even at one of the restaurants. It was so bad that my wife (who goes to Disney every time with me) broke down and complained to customer service. My wife is someone who doesn't like confrontation and it takes a lot to get my wife worked up like that. Im hoping when I go back in a few weeks things are different

I feel like there were such staff shortages back then, I’m not surprised there were less than magical moments…..I do hope you next trip is better

I’m really interested in whether the corporate philosophy has changed- since so many other things have too….

 

[luv2cheer92]

My CM interactions over the last year have been far and away superior, friendlier, happier, etc. than previous trips. I'm not usually one to notice those kind of differences, but it was pretty noticeable. The CMs are most definitely still making magic.

And that has seemed to be the majority consensus on trip reports I've been reading over the last year to year and a half.

 

[kc51570]

I did not feel like my last trip was magical. The customer service was definitely not superior in any way. There were very few “have a magical days“ if any. We had some issues with our magic bands and our room on the 2nd part of our spit stay. Although polite, the CMs definitely seemed weary and definitely did not go out of their way. I will blame that on COVID and being short staffed.
I even had a photo pass photographer scream at me when I accidentally walked in front of them, for which I apologized immediately, but she continued yelling and then ranted to the people standing behind her. I did not engage after the initial apology, but I was embarrassed and that behavior warranted a complaint to CS, but I didn’t bother.

 

[Sj disney]

Our trip at the end of august was great. Every encounter with a cm was fantastic me and my wife were talking about how only in Disney do you find this customer service consistently

 

[Douglas Dubh]

Some CM’s I have talked to said guests seem to be getting ruder and acting more entitled.

 

[Mrs~Incredible]

Some CM’s I have talked to said guests seem to be getting ruder and acting more entitled.

I have heard that too

 

[BrianL]

Some CM’s I have talked to said guests seem to be getting ruder and acting more entitled.

I can beleive that. On my trip in May, so many cast members had to police guests on the rules so much, and you could tell they were pretty over it. I applaud them for being as nice as they were.

Also, to all guests, don't be that person that has to make the CMs constantly ask and remind about things. Just DON'T.

 

[Moliphino]

Some CM’s I have talked to said guests seem to be getting ruder and acting more entitled.

I believe it. Look at all the issues with unruly people on planes lately, too.

 

[AnnaKristoff2013]

My experience in July wasn't that the CM's were rude, but it was that WDW was clearly vastly understaffed relative to the crowd levels they were allowing in. They have clearly raised crowd levels faster then they've staffed up.

 

[thegash35]

Every CM in our August trip was wonderful. Maybe a combination of staffing up plus low crowds. Whatever the case, we didn't have any negative interactions.

 

[VAtink]

Have had great experiences with CMs this week except for one who was just a complete jerk and actually made my mom cry. We had sat on a bench that was apparently reserved, but it wasn't marked as such, so we had no idea until a CM came over and sneered at us " what, do you think you're special? Think you deserve special treatment? Well you don't!" Then yelled at us we couldn't sit there. Never seen anything like it. We don't normally complain, but we had to about him, that guy needed a serious attitude adjustment. After we got up I looked around to see if we just missed the reserved sign, but there was none.

That being said, while most CMs have been fantastic, I would say the level of customer service has declined from where it was in the 90s and early 2000s. Not that it's bad now, just not the over-the-top fantastic customer service they used to have.

 

[CBMom01]

I had my first genuinely awful experience with a CM (phone cust service) last week. I was more shocked than anything else. Like, the person was genuinely awful and told me the only way he could help me was to cancel my trip for me. And I wasn't even rude or riled up, which - to be fair- I'm sure they her a lot especially with the state of MDE. I almost never complain about individuals to big corporations. Everyone has bad days, but this was shockingly bad.

 

[happiestpoe]

I've always had neutral or great experiences with CMs. But the world has changed so much in the last eighteen or so months. Look at the airlines-- people are going crazy on flights, attacking cabin crew and saying they have bombs in their cases because they're upset the missed their flights. I don't know if it's because most of us spent too long indoors, or have been too stressed with the pandemic and all that it's brought, but people aren't behaving well anymore. It seems like bad behaviour is almost the norm these days.

So I can sympathise with CMs who are a bit fed up with customers and with staff shortages. That doesn't excuse rudeness, of course, but things have been exceptionally difficult for those in retail, food service, customer service.

And speaking of staff shortages, I wonder too if Disney is having trouble hiring quality people, and are taking the first applicants who will pass a criminal background check.

 

[Kiley]

Some CM’s I have talked to said guests seem to be getting ruder and acting more entitled.

That is also true.

 

[Kiley]

My first trip to WDW was in 1982. My last trip was Jan/20 (and I haven’t been back because I’m not allowed to travel from where I live). My experience on that last trip was absolutely the worst, and when I look back, I can appreciate the downward trajectory that started long before the pandemic.
I remember a stay at the GF in the late 80s when our toilet was clogged, we told a CM on our way to the parks. When we returned, there was a written apology and a Mary Poppins figurine. We got turn down service with chocolates every night.
This last trip, the condition of the room was appalling. Something disgusting was left in the room. There was no offer to switch us. The CM actually said to me, ”well, what do you want us to do about that,” and it was a challenge, not an offer. In days past, we’d have gotten an apology, a room change without asking, and likely an upgrade or something equally nice. When I asked for a room change, she rolled her eyes at me. Unbelievable. (And believe me - the room was gross, not just dingy.)
Also, turn down service had to be requested - every night.
I cannot attribute that to the pandemic.

 

[New Mouse]

That is also true.

When you start charging more, people have higher expectations on both staff and product.

 

[FanforDisney]

Have had great experiences with CMs this week except for one who was just a complete jerk and actually made my mom cry. We had sat on a bench that was apparently reserved, but it wasn't marked as such, so we had no idea until a CM came over and sneered at us " what, do you think you're special? Think you deserve special treatment? Well you don't!" Then yelled at us we couldn't sit there. Never seen anything like it. We don't normally complain, but we had to about him, that guy needed a serious attitude adjustment. After we got up I looked around to see if we just missed the reserved sign, but there was none.

That being said, while most CMs have been fantastic, I would say the level of customer service has declined from where it was in the 90s and early 2000s. Not that it's bad now, just not the over-the-top fantastic customer service they used to have.

Did you bring this up to Management? As customers you should not just take it!

 

[sponica]

Some CM’s I have talked to said guests seem to be getting ruder and acting more entitled.

That's across the board in any person facing industry. My sister's vet had to send a letter to all pet owners asking that they not be so mean to the staff.
I happened to leave my person facing position in 2020, and while I loved my work group, I am so happy I don't have to deal with people right now.