Post
by grimgrinningghost » Tue Jun 07, 2005 5:50 pm
Our quota system is entirely out of whack. While it is certainly my job to sell, it's also my job to tell people what time the three-o'clock parade is, fix other agent's mistakes, modify dates, resorts, packages, dining parties, dining times, dining dates, kid's ages, spelling errors, change air, add dme, tell lost road travelers what exit they're looking for (and that, no, I can't give them a dollar for the toll road), open existing reservations and add requests for room 5932, find out if said resort has a room 5932, split up multi-party res on a single itin.... tell people what the weather will be on july23rd, 2006, explain how to book cinderella, book dining, find out if the defribulators all over property can handle a pediatric defib., untangle grand gathering disasters, track hurricanes, tell people how much more they owe, apply payments, explain that hoppers don't include universal and sea world and no, they did not last year, answer where's the nearest western union, reroute calls that should go to other places, explain to people who booked online what it is they booked, and generally provide guest service. What management at DRC refuses to recognise is that most of our day is this.... stuff. sales calls are actually a small percentage of the time we spend on the phone. How do you sell a thousand dollars to the person who wants to know if exit 3 is too far? The point is... they don't care. It's an inbound call center. None of us can controll what calls we get. The phone stops ringing? tough. It's not like I can pick up a phone book and cold call. My guest loves me and just wants to use me for the rest of their lives? tough. no direct phone lines. There is no control and it's entirely random. Miss that thousand mark three times in a rolling year and they walk you out like a criminal. The better we are at guest service, the sooner we're fired. But, hey! there's a casting scout program! unfortunately I know few people I dislike enough to recomend.
[font=Impact]Union Yes![/font] 
Look Duckies!
