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  • [Question] What happens when a cast member gets a negative comment from a guest at city hall?

    Yesterday I was standing behind some out of town visitors who were pretty upset at how a rude cast member had treated them and there family. They were talking amongst themselves on how they were going to fill out a complaint. What happens when someone or multiple people fill out a complaint about a specific cast member?

  • #2
    Re: What happens when a cast member gets a negative comment from a guest at city hall

    I'm curious to know this as well. There are a few CM's/Security people I wouldn't mind reporting.

    Comment


    • #3
      Re: What happens when a cast member gets a negative comment from a guest at city hall

      Originally posted by k_peek_2000 View Post
      I'm curious to know this as well. There are a few CM's/Security people I wouldn't mind reporting.
      They lock us in IASW for 24 hours with the music on level 10...it isnt pretty....please please think twice before you complain.

      Comment


      • #4
        Re: What happens when a cast member gets a negative comment from a guest at city hall

        Manager talks to the CM.

        What happens when a CM receives a compliment? Nothing, because the CM barely ever knows they got a compliment.

        Comment


        • #5
          Re: What happens when a cast member gets a negative comment from a guest at city hall

          They are put in the dungeon at the end of POTC.

          I try to give good comments at Disneyland. I know the CM's are working as hard as they can to make my visit the best that it is.
          I think only once I gave a bad comment, but the CM was really really rude to my friend who was handicapped.
          Quote by Al:
          To that end I'd like the Internet community to join me in reminding the Disney company that "it all started with Walt." As you can see below we've created some T-shirts, plus a few simple graphics that you can copy and paste into your websites to let folks know how you feel.
          -Al Lutz


          Comment


          • #6
            Re: What happens when a cast member gets a negative comment from a guest at city hall

            Originally posted by Kritter View Post
            What happens when a CM receives a compliment? Nothing, because the CM barely ever knows they got a compliment.
            If that is what happens, then that is truly sad and not right.

            You've got to have both.
            Lots of praise
            and then sometimes, you need to let someone know where they can improve (but in a positive, no threatening way).
            Quote by Al:
            To that end I'd like the Internet community to join me in reminding the Disney company that "it all started with Walt." As you can see below we've created some T-shirts, plus a few simple graphics that you can copy and paste into your websites to let folks know how you feel.
            -Al Lutz


            Comment


            • #7
              Re: What happens when a cast member gets a negative comment from a guest at city hall

              I hope that the staff takes some sort of action. Maybe instead of firing them they can put them into a position which requires little or no guest interaction. That way no one looses a job and no ones Disneyland experience is ruined.
              "Crowded classrooms and half-day sessions are a tragic waste of our greatest national resource - the minds of our children." -Walter Elias Disney

              SEE MOM! Even Walt Disney thought school was bad!

              Twitter http://twitter.com/dogtherock
              YouTube http://www.youtube.com/user/dogtherock
              Facebook http://www.facebook.com/waltdisneyscaliforniaadventure
              (Look at the URL i got for Facebook

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              • #8
                Re: What happens when a cast member gets a negative comment from a guest at city hall

                Originally posted by Kritter View Post
                Manager talks to the CM.

                What happens when a CM receives a compliment? Nothing, because the CM barely ever knows they got a compliment.

                Well thats not entirely true...Good remarks go on their recommends and sometimes they get certificates for their excellence guest service.

                Comment


                • #9
                  Re: What happens when a cast member gets a negative comment from a guest at city hall

                  As in gift certificates or certificates that say "Good Job, Keep Up The Good Work"?

                  Comment


                  • #10
                    Re: What happens when a cast member gets a negative comment from a guest at city hall

                    As others have said your manager talks to you and you explain the situation and are told what to do to improve the situation and to not let it happen again.
                    It just makes me sad though how quick some guests are to complain but dont even think of leaving compliments.

                    Comment


                    • #11
                      Re: What happens when a cast member gets a negative comment from a guest at city hall

                      Originally posted by CaliforniaCutie View Post
                      As others have said your manager talks to you and you explain the situation and are told what to do to improve the situation and to not let it happen again.
                      It just makes me sad though how quick some guests are to complain but dont even think of leaving compliments.
                      It's not just Disneyland.
                      It's at every job.
                      Ppl are quicker to complain than to give praise.
                      Quote by Al:
                      To that end I'd like the Internet community to join me in reminding the Disney company that "it all started with Walt." As you can see below we've created some T-shirts, plus a few simple graphics that you can copy and paste into your websites to let folks know how you feel.
                      -Al Lutz


                      Comment


                      • #12
                        Re: What happens when a cast member gets a negative comment from a guest at city hall

                        I luckily have never had an issue with any customer service from a castmember! I try to stop and give credit when ever CM's go out of there way to go the extra mile.

                        Comment


                        • #13
                          Re: What happens when a cast member gets a negative comment from a guest at city hall

                          Originally posted by k_peek_2000 View Post
                          I'm curious to know this as well. There are a few CM's/Security people I wouldn't mind reporting.

                          Seems to be getting worse lately. I hold park management ultimatly responsible for not enforcing cast member standards. It is now common practice for cast members to congregate an talk amongst themselves while guests have to wait to ask a question. This has been occuring park wide and frankly is dispicable. At a time when 1 in 5 is unemployed in California I think many current problem employees should be replaced by the Many who are eager and willing to work hard and treat the guests (customers) with respect.

                          Comment


                          • #14
                            Re: What happens when a cast member gets a negative comment from a guest at city hall

                            Originally posted by CAspace View Post
                            Seems to be getting worse lately. I hold park management ultimatly responsible for not enforcing cast member standards. It is now common practice for cast members to congregate an talk amongst themselves while guests have to wait to ask a question. This has been occuring park wide and frankly is dispicable. At a time when 1 in 5 is unemployed in California I think many current problem employees should be replaced by the Many who are eager and willing to work hard and treat the guests (customers) with respect.

                            I have seen many that work hard and make Disneyland a great place to be at...
                            but like at other jobs, it seems technology has taken over and I see ppl taking out their cell phones more often and do texting.
                            Great you want to talk to friends, but that's what breaks are for.
                            Quote by Al:
                            To that end I'd like the Internet community to join me in reminding the Disney company that "it all started with Walt." As you can see below we've created some T-shirts, plus a few simple graphics that you can copy and paste into your websites to let folks know how you feel.
                            -Al Lutz


                            Comment


                            • #15
                              Re: What happens when a cast member gets a negative comment from a guest at city hall

                              Well I don't know if my parents thought to leave a message at City Hall, but I don know that my first trip I had a stuffed Barney with me and I dropped it in one of the bodies of water (no bigger then the sub lagoon though) and a Cast Member was nice enough to go fish it out for us, and it wasn't even a Disney character
                              Trips coming up:

                              May 22-26th
                              July 13th-18th
                              November 19th-25th

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