SHUT UP and enjoy the Park

[Alex]

And still the obvious solution, to me, is to take the paper and then just shred it. Then the complainers are happy they were given the option and the company doesn't have the liability.

I understand the goal they have, but they chose the most abrasive solution (from a customer service point of view).

They are trading a cheap item (pieces of paper) for an expensive item (increased use of CM time which is expensive, even at $9/hour).

[RStar]

Originally Posted by Alex

And still the obvious solution, to me, is to take the paper and then just shred it.

I agree, but...

The possible problem with that is a CM has to decide who's complaints are shreded and who's aren't. How do you write the SOPs for that? Wouldn't a "Frivolous Complaint" be subjective?

And if it gets out that after you complain Disney just shreds the complaints at the end of the day, then it will be a PR issue bigger than the one this new policy will generate. I mean, once Disney accepts the complaint form, is it not a legal document?

[Cadaverous Pallor]

Originally Posted by RStar

I agree, but...

The possible problem with that is a CM has to decide who's complaints are shreded and who's aren't. How do you write the SOPs for that? Wouldn't a "Frivolous Complaint" be subjective?

And if it gets out that after you complain Disney just shreds the complaints at the end of the day, then it will be a PR issue bigger than the one this new policy will generate. I mean, once Disney accepts the complaint form, is it not a legal document?

Legal doc? Really?

All I can speak for is my experience at the library. We have comment forms. No matter how frivolous your comment, we hand it to whomever should handle it, usually a supervisor of some sort. If they write down their phone number or address, we contact them. Seriously, no matter how trivial or stupid. If you wish to complain to the Librarian in Charge, about anything, you can, at any time, and they will stand there and listen and respond.

This only works because at maximum, our head supervisor handles one a day. It's usually more like one a week. Recently we made a change, a stupid change, and we're getting pretty steady complaints, but even that is totally manageable without any problem.

It's all about scale.

[Ghoulish Delight]

Originally Posted by innerSpaceman

It's not a "legal" document in that it doesn't obligate them to do anything, not even keep it.

Originally Posted by Cadaverous Pallor

Legal doc? Really?

Legal no, but don't underestimate the power of ISO-9000 standards. Depending how seriously a company takes ISO standards, it might as well be law. A company as large as Disney gets a LOT of scrutiny into their operations, or so I've heard. So it doesn't matter how retarded and inflexible it obviously is, you'd better have a squeaky clean record with the ISO committee. Wouldn't want that stock price to drop, would we? So yes, you will be keeping every single scrap of paper that any of our customers hand to us. For no other purpose than to say you have it and it's accessible. I have fortunately not had the pleasure of working for a company that's that draconian about it, but it's easy to see how a company could very quickly go down that path.

It's one of the many things I despise about corporate culture right now. But it's a fact. And the whole getting rid of paper just screams of managers sick of dealing with that overhead in their department for absolutely no reason other than show to investors, so they found a way around it. Get rid of the paper.

[Alex]

Originally Posted by RStar

The possible problem with that is a CM has to decide who's complaints are shreded and who's aren't. How do you write the SOPs for that? Wouldn't a "Frivolous Complaint" be subjective?

But that is exactly what the current situation does (per Al's description). You give your comment verbally. The CM makes up a list of the comments received. They telephone whoever is appropriate for the comments deserving forwarding and then they shred the list they created.

I really don't see how this is any less complex than the previous method. How it saves CM time, and how it isn't horrible customer service to leave the customer with no other feeling of result other than having had a front line CM listen to them rant (or compliment or whatever)