Question about SG Complaints

[ktulu]

My job is cool, usually the customers who whine are spammers, which when they complain, I get to back up my tech and then fire the customer :D:

[Cheshire Figment]

Yesterday afternoon at the front gate we had a very upset woman reporting an incident concerning her child and a CM. One of our Security people did some immediate Guest Recovery but also pages the manager for the area concerned.

When the manager arrived the Guests had already left, but when the Security Officer explained to the manager what had happened, the response was "I have a pretty good idea who that was"; this sounds like a CM who has gotten a lot of complaints and may be due for some counseling or being told to leave.

[lady ulrike]

The thing about complaints that you have to keep in mind is that some people just like to complain. Everyday that it's busy there are complaints about the lines being too long, fastpasses being gone early, there's too many people in the park, attractions going down, etc. There are also plenty of complaints that have nothing to do with the CMs and are often clearly lies. I've seen complaints about the wait times posted not matching the wait in line for attractions that don't have wait times posted anywhere in front of the attraction.

[Cranbiz]

The one complaint that I see all the time is the one about wait times for the bus. Like I can do anything about it.

SG come up and states that they have been waiting for X minutes. OK maybe you have, most likely not. Now, what do you want me to do? I'm here now. Shut up and get on the bus!

The best one yet was the "We have been waiting for over an hour for the bus to Downtown Disney." And my answer was "Then you must have not liked the other buses that were here that were going to Downtown as you did not get on the one that was here 3 minutes ago" (I passed it on the way into POP as he was leaving)

SG's face gets red and he shut's up.

[ktulu]

The best one yet was the "We have been waiting for over an hour for the bus to Downtown Disney."

Maybe the SG was waiting an hour in their room for fellow SG to get ready :)

[svickersart]

Wait timea are always a big complaint. I get people all the time that gripe if we tell them 30 mins for a tow truck and thats about the minimum ETA I will give. Sorry I cant pay a guy to stand around and wait for you to call and be there in 5 mins. And I get people all the time that will tell me they have been waiting an hour, Hmmmm, my computer says you called 15 minutes ago, I love to call them on that lie.

There are people in the world that are not happy unless they are bitching about something, my ex wife was like that, nothing was good enough for her. Thats why I made so many trips to Disneyland and 2 to WDW without her.

[leftcoaster]

Wait timea are always a big complaint. I get people all the time that gripe if we tell them 30 mins for a tow truck and thats about the minimum ETA I will give. Sorry I cant pay a guy to stand around and wait for you to call and be there in 5 mins. And I get people all the time that will tell me they have been waiting an hour, Hmmmm, my computer says you called 15 minutes ago, I love to call them on that lie.

Agreed, but it was certainly frustrating for me when I called AAA for a tow truck a few years ago. Over an hour later, I call back (It was an hour, because I am anal that way). The woman asks what street/intersection. I tell her. She says, "I don't have that listed." I said, "Well, I'm sitting here. Maybe you need to be more familiar with the area before you take a job as a customer service rep." She put me on hold, and someone (presumably someone who knew the area) else asked what street.

[Big Wallaby]

And I get people all the time that will tell me they have been waiting an hour, Hmmmm, my computer says you called 15 minutes ago, I love to call them on that lie.

That reminds me of when I used to drive a hotel shuttle back in Portland. One of the crews I had to deal with the most was for an airline that I will not name except to tell you their name is diametrically opposite of "Southeast". This is the story of my dealing with one of their flight crews.

When flight crews would land that were staying at our hotel, we would leave so that we could be at the pickup area 20 minutes after they landed. That should give them the time they needed to get the plane cleared and get out to us, and we might wind up waiting a couple minutes for them. However, we have a ten-minute window to be in the pickup area, or else they start charging $1.50 a minute for every minute you're in the pickup area. Just for the record, at the Portland International Airport, there is only one terminal, and only one pickup area.

So we had this crew due to land at, say 23:20, so I was there at 23:41 (a minute late). No sign of the crew, but after about eleven minutes of waiting and a full bus, I decided it was time to leave. I raced to the hotel and back as quickly as I could safely, and made what is usually a 20 minute trip during the day in fifteen minutes. When I arrived, the crew still wasn't out there, so I waited another ten minutes and then left with another full bus, rinse and repeat, making that trip four times in an hour. The crew never came out, so we no-showed them in the system and I kept making my runs. About half an hour later, right after I left the airport, they called saying they had been waiting almost two hours and were about to take a cab. The person at the front desk, who had been scratching their head with me abot how a whole crew could disappear, told them that it was fine if they took a taxi, but the hotel would not be paying for it, as I had just left the airport. They opted to wait for me and chew me out the entire way to the hotel. When we arrived at the hotel, I got out of my seat, turned around and faced them, pulled out my notebook of my times and read off the times I had been at the hotel and the airport, with a line at the time that they would have to have been out there to wait for me two hours. I also noted the time that they had been given clearance to land (I listened to the channel at the airport) and made note that they had somehow arrived before their plane to have waited as long as they had.

Needless to say, they were not happy. The crews are supposed to tip a dollar each (the airline gives them the money to tip) but they didn't. In fact, they lodged a complaint against me with the hotel and the airline. What they didn't realize was that I had lodged a complaint about them with the airline, complete with facts and times, and it's my understanding they had reprimands all over the place. Then, to add insult to (their) injury, our hotel kicked them out a month later, telling them (in more professional wording) that we didn't need the drama that their airline brought. Same with an airline whom I won't name except to say they almost had to change their name from what it is to the opposite, "Disbanded".

There was one Northwest crew that I had a lot of fun with, though. They tipped me in candy one night, so I took a bigger candy bar to all their doors that night. The next time they came in, they had a giant cookie for me (along with a tip), which I then topped. This kept going until the night I lost, because they had brought a big gift basket full of all sorts of tasty nastiness for me. Never before had losing been so sweet.

[CBeilby]

Wait timea are always a big complaint. I get people all the time that gripe if we tell them 30 mins for a tow truck and thats about the minimum ETA I will give. Sorry I cant pay a guy to stand around and wait for you to call and be there in 5 mins. And I get people all the time that will tell me they have been waiting an hour, Hmmmm, my computer says you called 15 minutes ago, I love to call them on that lie.

If they don't like that, let them get a flat tire 40 miles west of Albequerque (essentially in the desert,) and have to wait three and a half hours for the repair guy to get out there. At least the cell phone had signal, so we were able to call U-haul to send them out in the first place...

[svickersart]

Agreed, but it was certainly frustrating for me when I called AAA for a tow truck a few years ago. Over an hour later, I call back (It was an hour, because I am anal that way). The woman asks what street/intersection. I tell her. She says, "I don't have that listed." I said, "Well, I'm sitting here. Maybe you need to be more familiar with the area before you take a job as a customer service rep." She put me on hold, and someone (presumably someone who knew the area) else asked what street.

I've been beefin with AAA for years about how poor they are at getting good locations for us. My drivers are the ones that take all the flack when someone has to wait because we cant find them. It really starts with the member who cannont give a good location, then a call taker who doesnt know the area or what questions to ask to find out where they are. AAA also uses a company out of Florida when they get busy so it gets a lot worse, but they are not the worse of the auto clubs, GE has outsourced to India, try getting calls for road service from them. But I only have two more weeks of AAA, as of Sept 1 we will no longer be towing for them so thats a lot of stress off my shoulders.