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> However, once the customer threatened us with the note-taking act, we had to be extremely careful about anything that would admit fault, lest they try to use
by mycall 7y ago
> However, once the customer threatened us with the note-taking act, we had to be extremely careful about anything that would admit fault, lest they try to use it against us later.
That is hardly fair as the whole "this conversation may be recorded for training purposes" puts the caller on edge right from the start. Are they allowed to record the call too? Is that legal?
Obviously, the caller should just record the call and tell the other side they are doing that. I guess most people don't know how to record calls.
- dqv 7y agoMaybe not in larger organizations, but in smaller ones those recordings really do get used for training purposes. And to verify claims about what agents say. I don't think the intent is to intimidate callers, but to let them know that something an agent says to them can be verified. I know it saved me before when someone claimed I was threatening them and using inappropriate language. >Is that legal? For the most part yes. >Obviously, the caller should just record the call and tell the other side they are doing that. I guess most people don't know how to record calls. Yes they should. It's even better to take notes on things you miss by listening to the recording. From experience, though, the people acting like "Dangerous Professionals" are just dangerous to my psychological well-being because it's almost impossible to distinguish them from any run-of-the-mill ass hole.
- imgabe 7y agoAs a customer I would have zero expectation that the company would use one of their recordings to verify something in my favor.
- OkGoDoIt 7y agoI once told Sprint customer support I had recorded a call after they had promised me something and not followed through. They apparently put a note on my account because every time I called customer support in the future they informed me that I was not allowed to record the call and made me verbally confirm I was not recording the call or they would hang up. But of course they were recording all the calls. It was ridiculous.
- tristor 7y agoI'm pretty sure that's not actually legal. It might even constitute breach of contract, depending on what your contract for services states with them. I am not a lawyer, but given your track record and this behavior, I'd highly advise you to stop being a Sprint customer. This behavior, if not illegal, is at least highly unethical.