I didn't make it clear in my letter, but I asked if they were recording the call for two reasons: one, I wanted a copy if that was an option and two I wanted to make sure there would be a record of the conversation so he could be coached accordingly.

Dan felt it necessary to explain call center operations to me including how many times he is monitored and coached each month and how customers aren't allowed to get copies of the call.

As a 10-year call center manager myself, I explained to Dan that some companies will in fact provide a copy of the recorded call upon customer request and I was merely inquiring if his company was one of those.

I swear... if one of my agents talked to one of our customers the way Dan talked to me, they wouldn't find themselves employed very long. Customer rudeness is a zero tolerance issue for me, but I don't work for Charter... I just hope they do something to correct his bevaior.