URGENT UPDATE: WISHES
Call back after 3:30 p.m.
DVC Wishes is currently undergoing system updates. Please do not log into any systems other than Outlook and Lync. Please advise Members to call back after 3:30 p.m.
As a reminder, since we cannot verify PII, we are unable to provide any services to Members at this time except questions that can be answered from the HUB or DORY. We must ask that they call us back after 3:30 p.m. when we can verify their Membership status.
Consider using the following spiels when speaking with Members:
- Introduction: “Thank you for calling Member Services, this is <your phone name here>. At this time, we are currently experiencing a temporary system outage that limits the access we have to our reservation system. We anticipate this update should be complete after 3:30 p.m”
- Setting an Expectation: "At this time, we are asking that Members give us a call back at 3:30 p.m for assistance."
- Empathize: "I completely understand the nature of your request. Unfortunately, due to the system outage we are currently experiencing, I am unable to retrieve that information at this time."
- Providing a Minimum of Assistance: If a Member is asking about something you are able to provide by searching on The Hub or in DORY, you may assist with sharing that information. Please advise the Member when calling back later to have their Member number and personal information available for verification before we can answer any questions.