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Why? its not like they have anything to lose by having a customer record their call as long as they are following company policy and not doing anything ridiculous like swearing at the customer. Most of the time unless you are talking to a higher level, the CSRs can't really do a whole lot besides listen to you anyways so what are they going to do differently?

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IME, they don't really follow company policy, they just do what they can to get you off the phone. They know that the company doesn't care, as long as they aren't liable. I've done CSR work before, and it's a BS game for sure.

Well there is definitely some BS to it, as there is with any customer facing job. I'm sure you know though, after dealing with people's BS all day long, someone saying they are recording their call isn't going to phase you much, and if it were me I would be even less helpful since you've already started the call on an aggressive note and put me on the defensive.

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