>There is nothing wrong with saying "I'm sorry, if I did this for you I would be fired."
There is no external cost to you, but the customer service representative saying this may bear a personal cost for making this statement. Most customer calls are recorded for quality control. Believe it or not, these types of calls are actually listened to for both quality control and CSR script updates.
In general, a CSR will be unlikely to state that and really mean it unless they are willing to run the risk of being corrected or reprimanded by superiors.
There is no external cost to you, but the customer service representative saying this may bear a personal cost for making this statement. Most customer calls are recorded for quality control. Believe it or not, these types of calls are actually listened to for both quality control and CSR script updates.
In general, a CSR will be unlikely to state that and really mean it unless they are willing to run the risk of being corrected or reprimanded by superiors.