using tact with rude guest

[undead cm]

I could never be a CM at Disneyland, If I ran into a rude, or angry guest I would either knock thier punk ass out, or throw them into the nearest body of water. I have to applaude all the CMs at Disneyland for thier tactitcle skills when dealing with rude, and angry guest. Definition of TACT - telling someone to go to hell, and making them look forward to the trip. Does any CMs have any good examples of putting this theory to work? I allways make it a point to drop by Cityhall to put in a compliment for cool CMs. I have a lot of respect for how you handle your jobs.

[Mikey]

Its rather easy once you get some practice.

1. Let them vent.
2. Listen for their actual problem amid all of their anger.
3. Repeat their problem back to them in a simple sentence. This often makes them realize the problem is not all that serious.
4. Tell them what you can or cannot do to solve the problem, then tell them who can help with the problem. List their options and let them choose.
5. Solve the problem or get them to the person who can solve the problem.

Works almost every time.

5a. When this does not work, advise you cannot assist and call a manager or security for assistance. The manager or security will likely start over at step 1.

Some of my favorite irate customers and their solutions??

- These tickets are for a different park about 2 hours away. We can sell you tickets to this park for $xxx if you would like.
- Your pass was denied because the credit card was denied when charged. We can reactivate it with cash or with another credit card. Your credit card company will have to help with the reason for denial. Phone is right over there.

By the way ["I have to applaude all the CMs at Disneyland for thier tactitcle skills when dealing with rude, and angry guest"], tactile by definition involves touching. While some guests and CM's may enjoy this idea, most others will not and will be complaining even louder as well as telephoning lawyers. It gets pretty ugly after that point. Perhaps "tactful" would be better. :^)

Take care.

[PirateJohn]

Remember, too, that an upset guest is, the majority of the time, merely upset, meaning they will actually listen to what you have to say if you do not get defensive or raise your own voice. Sometimes they even apologize for their own behavior.

The best practice I had for working at Disneyland was refereeing soccer and basketball. I'd get yelled at all the time, and I learned well how to separate myself from that and keep my cool. Players aren't yelling at me, they're yelling at "The Referee" so I wouldn't take things personally.

I quickly realized, from that experience, that guests aren't yelling at me, either. They're yelling at the park, and I merely represent the park.

[DLRFantasmic!Dan]

We learn to take evey situation with a smile and end it with "Have a magical Disney Day!" Kill with kindness is what we say!!

[EpcotGolfer]

We learn to take evey situation with a smile and end it with "Have a magical Disney Day!" Kill with kindness is what we say!!

I actually make it a point never to say that because it sounds so fake that most guests will take it as a sign of rudeness and go complain to Guest Relations about the "sarcastic and unsympathetic" CMs.

[IRSmart1]

I consider myself pretty good at being tactful despite how guests act. However, I have had to get pretty stern with guests from time to time. For instance, I kept informing a guest that a certain parking area was closed off at the present moment. He continued to tell me that he wanted to go into the parking area anyway to "pick up his sister". The more he insisted, the more I found that I had to be stern. Finally I ended up asking him: "Do you not see this sign here??!! IT"S CLOSED!!. After calling me a prick I pointed him to the exit. Good thing Anaheim PD came by just after the guy exited because the guest ended up making a U-turn and parking in the parking lot next to the one that was closed. He must not have found his sister because he didn't leave for another 2 hours. Gee.....he wouldn't have been lying to me just to parking in the closed lot would he??? Hmmmmmmmmmmmmm.....