I've worked as a CSR for a wireless company in Canada for a short period of time and as tech support for a large north american PC manufacturer for awhile and nothing I did ever changed just because a customer was recording the phone call. I still followed whatever the company policy was on the issue and spoke in a professional manner. Not saying you were wrong in anyway of course but if a CSR is doing their job properly they shouldn't be phased at all by a customer recording the phone call.