...people still seem to think that CM's are actually trained on how to be "nice" to people, or given basic expectations of politeness, or taught tactics and nuances of providing good customer service. No such training exists in any meaningful way.
(There is a four hour class for new hires on how to pick up heavy boxes or push large objects around, however. It's called Safety In Motion
and it is mandatory, with mandatory annual refresher courses assigned to every Resort CM. No such course in Courtesy exists, and so there would be no such annual refresher course since the initial course isn't there to begin with.)
The training materials and techniques belched out by the bloated and pathetic "Disney University" training department in 2012 are worthless, and do absolutely nothing to set forth any sort of customer service standard CM's should live up to, let alone actually teach 18 year old Joe from Monrovia, CA how to handle any specific customer service situation.
The first day of Traditions, and the second day of Welcome To Park Operations touches briefly on customer service. But it does so in such a bland, corporate-speak, TDA-cubicle created way that it is practically meaningless. And God forbid you actually lay out the concept of actual standards that someone would live up to! That is too advanced for TDA's Disney University group, and they are busy sitting in TDA far removed from the actual operation of the park to even consider such a silly thing.
I find it humorous that people are confronted by poor customer service and then expect that there is still some sort of training program that would have prevented it had the CM in question only been paying attention. There is no such training.
The times you receive good customer service by a front line host or hostess is due more in part to the upbringing that CM received from their parents, and/or perhaps a particularly good Lead who is supervising that location and leading great performances.
But nothing the Disney University has done in the last 10 years will have had any impact on the good customer service you receive in the parks. The times you get bad customer service is more the fault of Disney University, but only because they don't really do anything to try and correct it from the starting point of OJT [On the Job Training].