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  1. #166

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    Re: Disney's decline of Customer Service and taking guests for granted.

    Quote Originally Posted by PecosBill View Post
    The latest rumor is that Jeff Ellis Management will be taking over the Life Guards and Recreation departments at the Resort Hotels and Water Parks. Yet another group of front line employees lost to outsourcing.

    How will this affect customer service?

    Jeff Ellis is a lawyer and his management group is the company that fired the life guard at a south Florida beach for saving the life of an individual that was outside of his "zone".
    It wouldn't be surprising if this turns out to be true. It's exactly kind of decision that the current cabal of ex-Eisner Chief Financial Officers and Strategic Planning executives who run Disney Parks would make.
    "With the acquisition of Marvel and now of Lucasfilm,
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    imagination or art. All you need is a brand."

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  2. #167

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    Re: Disney's decline of Customer Service and taking guests for granted.

    Mo money mo problems


  3. #168

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    Re: Disney's decline of Customer Service and taking guests for granted.

    Outsourcing doesn't mean bad customer service automatically.

  4. #169

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    Re: Disney's decline of Customer Service and taking guests for granted.

    Wow... had forgotten about this thread (real life got in the way you might say). The problem with the attendance is that you can call in sick up to 3 days, no note, and it's 3 points. You can call in Personal or Transport for the day, and it is the same 3 points. You can be late twice... be it a minute or 20 minutes or an hour... and it's 3 points (1.5 points per late). It could be argued that based on the points system Disney is actually ENCOURAGING people to call sick for everything. Unless you need the wages, why take 1.5 points for being late a minute when you can take the same hit for being late an hour? Likewise why take the 1.5 points hit for being late when you can double the points and just take the day off? THAT is the biggest problem with the policy. It doesn't make sense. There literally is no sliding scale.

    Please show me a boss in the "real world" that will not yell louder/more if you're an hour late vs 5 minutes late...

    And the points do add up quickly because it takes a year from the date it went on for it to fall off!
    "Happiness is a Low Water Level"


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  5. #170

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    Re: Disney's decline of Customer Service and taking guests for granted.

    Quote Originally Posted by ratoncitaloca View Post
    I tell him that I am going to throw it through the window behind us because I am annoyed that he is so unhelpful.
    you are VERY lucky the lead was willing to help you. I have been a customer service manager (not at anything Disney related) and the second a customer states ANY kind of threat against a worker, merchandise or store...it is required that security and/or police be called and the customer be escorted off of the premises. I can understand your anger and frustration..but threats are NOT the way to handle these situations and get what you want.




  6. #171

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    Re: Disney's decline of Customer Service and taking guests for granted.

    Quote Originally Posted by jsmith11618 View Post
    Outsourcing doesn't mean bad customer service automatically.
    That's true. And a life safety function like Life Guards might make since.

    I'm concerned more about outsourcing the rest of the Recreations Staff. They are front line employees interacting with and entertaining the guest. They should be full fledged, Disney employed/managed Costumed Cast Members. Except for their physical location the resort Recreation Hosts are no different than a park Attractions Host.

    At the resorts they have already outsources Valet and Luggage, Housekeeping and Maintenance, next up is Life Guards and Recreation. All that is left if Front Desk, Merchandise, and Food Service. Why not just bring in Harris Rosen and outsource the entire hotel operation to him?

  7. #172

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    Re: Disney's decline of Customer Service and taking guests for granted.

    Quote Originally Posted by PecosBill View Post
    The latest rumor is that Jeff Ellis Management will be taking over the Life Guards and Recreation departments at the Resort Hotels and Water Parks. Yet another group of front line employees lost to outsourcing.

    How will this affect customer service?

    Jeff Ellis is a lawyer and his management group is the company that fired the life guard at a south Florida beach for saving the life of an individual that was outside of his "zone".
    Is this a DLR rumor or a WDW rumor? It doesn't really make sense at DLR with such a small recreation team and a very limited appetite to outsource at DLR.

    FYI, the lifeguards at Aulani are Jeff Ellis lifeguards.

    Global

  8. #173

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    Re: Disney's decline of Customer Service and taking guests for granted.

    Quote Originally Posted by Global View Post
    Is this a DLR rumor or a WDW rumor? It doesn't really make sense at DLR with such a small recreation team and a very limited appetite to outsource at DLR.

    FYI, the lifeguards at Aulani are Jeff Ellis lifeguards.
    I'm assuming this will encompass Florida, California, and South Carolina (Hilton Head Resort).

  9. #174

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    Re: Disney's decline of Customer Service and taking guests for granted.

    Quote Originally Posted by techskip View Post
    The problem with the attendance is that you can call in sick up to 3 days, no note, and it's 3 points.
    Actually, it's 5 days. And don't forget that full time cast members also get 4 free Dependent days every year.
    Pour still another glass,
    In Pinacoladaberg.
    Coconut milk with a pineapple splash.
    Donít forget that the Rum comes third!

  10. #175

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    Re: Disney's decline of Customer Service and taking guests for granted.

    What I find surprising is how liberal the point system is, yet so many get in trouble by it.
    If you see a cute yellow lab puppy with a yellow cape, WAVE! It might be us! (Or it may be someone else that lurks here!) Thank you for asking before you pet! Next trip, Dec 22-Jan 3rd.

  11. #176

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    Re: Disney's decline of Customer Service and taking guests for granted.

    Yeah, you really have to work hard at it. If you call out for your max days once a month, it adds up to almost 3 months that you can call out without getting in trouble. I don't think any other job on the planet would give you that much time off.
    Pour still another glass,
    In Pinacoladaberg.
    Coconut milk with a pineapple splash.
    Donít forget that the Rum comes third!

  12. #177

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    Re: Disney's decline of Customer Service and taking guests for granted.

    Quote Originally Posted by Coconut Pete View Post
    Actually, it's 5 days. And don't forget that full time cast members also get 4 free Dependent days every year.
    I though it was 3 without doctor's note, 5 with.

    As to CD, last I heard you had to have Dependents on the books to make that call. Likewise it is reserved for FT, which there aren't as many of these days.
    "Happiness is a Low Water Level"


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  13. #178

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    Re: Disney's decline of Customer Service and taking guests for granted.

    Quote Originally Posted by Malcon10t View Post
    What I find surprising is how liberal the point system is, yet so many get in trouble by it.
    This was exactly what I was trying to share with you all last December on this thread.

    Global

  14. #179

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    Re: Disney's decline of Customer Service and taking guests for granted.

    Quote Originally Posted by techskip View Post
    I though it was 3 without doctor's note, 5 with.

    As to CD, last I heard you had to have Dependents on the books to make that call. Likewise it is reserved for FT, which there aren't as many of these days.
    They tell you 3, but it's really 5. Anything after that you have to have a note.

    Dependents are parents, spouse, or kids. Anything else (sibling, grandparent, etc...) has to be documented with the company that you are the primary caregiver.
    Pour still another glass,
    In Pinacoladaberg.
    Coconut milk with a pineapple splash.
    Donít forget that the Rum comes third!

  15. #180

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    Re: Disney's decline of Customer Service and taking guests for granted.

    Quote Originally Posted by jsmith11618 View Post
    Customer Service in general has gone down in all industries, its not unique to Disney. Just a sign of the times.
    Sad part, guest behavior has gone down hill too.
    If you see a cute yellow lab puppy with a yellow cape, WAVE! It might be us! (Or it may be someone else that lurks here!) Thank you for asking before you pet! Next trip, Dec 22-Jan 3rd.

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