We're not the DLR, so shut up and roll with it!
Posted: Sat Nov 15, 2008 6:14 am
MousePlanet's running an interesting article at the moment with regards to whether or not the Guest Experience should be any different at WDW than at the DLR. And, to boot, it contains a rather shocking SCMT:
MousePlanet: TIF: Seamless Customer Service
In addition to the whole thing about it being Bad Show, the idea that WDW CMs are somehow held to a lower standard than their DLR counterparts runs dirctly contrary to Disney Park's strong legacy of Guest Service - which has never changed, even if how we express it (Four Keys to Guest Service, SERVICE Model, the basics) has.
MousePlanet: TIF: Seamless Customer Service
While I can't help but think something is not being said here, it is still very disturbing.Jeff Kober, MousePlanet.com wrote:So having had an upsetting experience, he feels to share it with City Hall at the front of the park. He goes on to say:
"Being a long-time Disney parks visitor, I was very disappointed and made my way to City Hall to advise Guest Services of an obviously unhappy employee.
As I began to explain, the Guest Services cast member (who was also the supervisor), held up his hand in front of my face, interrupted me, and said, 'Sir. This isn't California. We have a saying here—"TIF"—This is Florida. We do things differently here." I was left speechless. I later spoke with relatives in Tampa and they also have heard the expression. May be a cultural or regional thing but it sure rubbed us the wrong way.
We had many magical moments in each park but this is one of the most lasting memory of spending an entire month at Disney World. Although the park certainly has much to offer the Disney fan, it also seems to lack the spirit and atmosphere of Disneyland. I guess my future trips will be West instead."
In addition to the whole thing about it being Bad Show, the idea that WDW CMs are somehow held to a lower standard than their DLR counterparts runs dirctly contrary to Disney Park's strong legacy of Guest Service - which has never changed, even if how we express it (Four Keys to Guest Service, SERVICE Model, the basics) has.
