CarolA said:
You have seen them... the man making an "example" of himself by shouting at the CM about "I PAID XXX for this vacation, I am an AP holder, I own DVC " etc. None of that should matter and unfortunately the times I have seen it, it's often been for things that the "special person" wasn't entitled to. (I once saw an AP holder yell at a CM because "AP holders just get to go in the fast pass lines whenever they want, we don't have to get the fast passes" and what I have seen some of my fellow DVC members is even worse)
You're right on Carol.....
I've seen these things as well & unfortunately, I think that planning a vacation (especially a Disney vacation) brings out the worst in people.
I'm sure that on occasion, people do encounter CRO CM's who they consider to be rude.....BUT....I have no doubt that the CM's get a little tired of angry people, rude people, overly happy people & people telling sob stories, who are only grubbing for a discount & probably don't have any intention of booking a ressie....
I had a long conversation with a CM, not too long ago, who did let me know that they are indeed rated on how many people book with them. They're not comissioned, but their pay & success with the company are determined by their percentage/number of successful bookings. I worked for a major vacation/tour company & we were rates on 2 things.....
1) Percentage of bookings
&
2) Time spent on each call
Disney CRO CM's are rated the same way!!!!
I'm in retail & we have a little thing called "conversion" that we monitor on an hourly & daily basis.......It's basically a sensor in the front of the store that counts every person who walks in. We're supposed to "convert" at least 30% of the people who come into our store, into purchasers. CRO basically works the same way. So, each time we call & don't book, it decreases the CM's "conversion". If I were a CRO CM, I'd get pretty PO'ed too.....