Gestion des plaintes/compliments/suggestions en Californie

Voilà, en faisant une recherche sur le net, je suis tombé par hasard sur quelques chose d'étonnant...

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Friday, August 1, 2008
Say What?

Over at Disneyland, in mid-July, City Hall began instituting a new method for accepting complaints. “If a guest wants to file a compliment or concern at City Hall, they will not be given a form to fill out by Guest Relations,” related a cast member. “The guests will have to tell the cast member what they want to say, and the cast member will write itdown. I guess the City Hall cast members will have to brush up on their dictation skills. If a guest insists on writing a comment themselves, they will be directed to the resort’s Web site and fill out a form under the ‘Contact Us’ tab. Why are we doing this? Don’t know.”

A cast member at City Hall would say only that the change had something to do with the legal department.

Source: http://www.mouseplanet.com/8474/Broken_Bridges

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Mickey, Can You Hear Me?
08/05/08 (August 5th, 2008)

If any of these changes bother you enough to go fill out a comment card at Disneyland's guest relations office in City Hall, you need not bother. In late July all Guest Relations offices in Disneyland and DCA stopped allowing any visitor to fill out a comment card or leave any comment in writing. Whether it's a compliment about a great Jungle Cruise skipper, or a complaint about cold gumbo in New Orleans Square, you can no longer write anything down at Disneyland Guest Relations. Believe it or not, this new decree comes from Disney's legal department who was getting tired of being threatened with lawsuits from angry park visitors upset about something they had put on a complaint form at City Hall.

Lawsuits, mainly coming out of the Florida parks, had begun to pester the Burbank legal team from issues ranging from the placement of popcorn wagons, to the installation of major E Ticket attractions like Soarin'. When a visitor filled out a comment form and wrote things like "You shouldn't have so many popcorn wagons cluttering the walkways around parade time", and then returned on a future visit and found the walkways near the parade route moving smoothly they would rush home and tell their lawyer that Disney took my operational suggestion but didn't pay me. The lawyer would smell blood in the water and fire up a lawsuit claiming Disney changed their procedures based on their clients suggestion and owed their client consultant fees.




A similar suit was attempted by someone who had enjoyed riding Soarin' Over California at DCA in 2001, and then filled out a comment card at Epcot's Guest Relations desk in 2002 suggesting that Disney bring the popular ride to Florida. Once Soarin' was added to The Land pavilion at Epcot in '05, the visitor was convinced it was his written suggestion that put the idea in management's head to add Soarin' to the park, and he demanded he be compensated for the idea.

So, to avoid any ability to formally accept written suggestions, comments, or criticism of park policy or operation, the lawyers have removed the ability to leave any written comment at Guest Relations. Instead, the Guest Relations hosts and hostesses that staff that busy desk will only take verbal comments, whether good or bad. The Guest Relations office then compiles a list of the comments and phones the manager or department mentioned in the comment. The comments are given verbally over the phone, and the list of comments are then shredded in the back office throughout the day.

Nothing is allowed to be emailed or sent in inter-office mail to anyone, as the communication all needs to stay entirely verbal. The ability for City Hall Cast Members to even jot down notes or names of Cast Members was even a problem for Disney's legal department, but it was deemed acceptable only when the shredders were installed and Guest Relations management agreed to monitor the process.



If a visitor absolutely insists on writing a letter, the Guest Relations CM's can give the park visitor the snail mail address for Disney's corporate legal office, and that's when the real fun begins. Assuming the park visitor actually takes the time to write a letter the old fashioned way and send it to Burbank, the letter is opened by hand and scanned by a small batallion of office drones in cubicles, and when the letter contains a phrase or sentence that mentions a visit to a Disney park, it is folded closed. Once closed, the visitors letter is attached to a form letter that politely informs the reader that this correspondence has been formally rejected by Disney for liability reasons and has been returned to the sender without further acknowledgement of the company.

The form letter and the visitor's original letter are then stuffed into a larger envelope, and the packet is returned to the sender via regular mail. The whole thing should prove to be pretty frustrating for anyone complaining about cold gumbo or swarms of vending carts, but at least the lawyers can breathe easier.

Source : http://miceage.micechat.com/allutz/al080508c.htm

Citation :

City Hall responds to reports about new complaint process
Monday, August 18, 2008

MousePlanet's David Koenig reported on August 1 about City Hall's new method for responding to complaints by Disneyland Resort visitors. In his article, Koenig reported that City Hall would no longer allow patrons to complete a written comment card. Instead, a cast member told Koenig, "The guests will have to tell the cast member what they want to say, and the cast member will write it down." According to this cast member, guests who insist on submitting a written complaint are directed to submit their comments via a form on the Disneyland Resort Web site. Another cast member said that guests could also mail their letters to the Disneyland Resort Guest Communications department. Several readers responded to the article to say that Disneyland's Guest Relations department has had a more-or-less formal practice of discouraging written complaints for quite a number of years. A few MousePlanet staff members have experienced for themselves the practice one cast member called "diversion," a process that usually involves calling an area lead or manager to City Hall to discuss a situation withthe guest in person. Cynics claimed that the policy was enacted to lower the number of written complaints, thus raising customer service scores; proponents say that the practice usually provides a prompt and personal resolution to the complaint.

After Koenig's article was published, the MiceAge Web site wrote about the new policy, but also claimed that letters sent to Disney's Guest Communications department about a trip to the Disneyland Resort were returned unread. According to the article, "...when the letter contains a phrase or sentence that mentions a visit to a Disney park, it is folded closed. Once closed, the visitors letter is attached to a form letter that politely informs the reader that this correspondence has been formally rejected by Disney for liability reasons and has been returned to the sender without further acknowledgement of the company." The Disneyland Resort issued a statement last week regarding their "new Guest Comment procedure," and maintains that all guest letters are read and answered:

Disneyland Resort has always welcomed Guest feedback. It helps us to measure our success, evaluate our operations, and reinforce our goal to provide a quality Guest experience.

In July, we implemented a change to our Guest comments process by eliminating Guest comment cards at City Hall at Disneyland and Guest Relations and Disney's California Adventure. Unfortunately, incorrect information surrounding this change has circulated with a message that Disneyland no longer accepts Guest comments - -and this is just plain wrong. The Disneyland Resort always has and will continue to value Guest feedback.

Instead of requiring Guests to complete comment forms as we had in the past, now we have assigned Cast Members to talk with Guests one on one, and provide each Guest with individual attention in an effort to resolve concerns or issues immediately before the Guest leaves the Resort.

While we would prefer to assist our Guests with any concerns on the day of their visit, Guests are welcome to write to us, in which case our Guest Relations Cast Members can provide a Disneyland Resort mailing address. Directing correspondence to our Guest Communications department ensures that all written comments are received, logged and responded to efficiently. We will handle Guest letters in the same manner as we have for years before this policy change: we will process any incoming compliments or concerns, notify the appropriate area's management team, and send a personalized response to the Guest. Guest feedback received since implementing this new procedure has been overwhelmingly positive. We invite Guests to visit City Hall in Disneyland Park or the Guest Relations Lobby in Disney's California Adventure Park on their next Resort visit and allow our friendly and knowledgeable Cast Members to provide them with the excellent service our Guests have come to expect from the "Happiest Place on Earth."

Sincerely,
Britt Holmberg
Manager, Guest Communications

We'd like to hear about your experiences with City Hall since this change was implemented. Do you feel that the new policy provided a better resolution to your complaint, or did you feel it is intended to discourage complaints? (Or both?) Have you since submitted a letter to Guest Communications, and what type of reply did you receive?

Source : http://www.mouseplanet.com/8495/Disneyland_Resort_Update

Pourtant le système Floridien utilise toujours des petites cartes et aucun problèmes pour écrire à Guest Communications. Concernant la "dissuasion", il est plus simple de résoudre une situation avec le responsable concerné que de l'écrire pour moi...