Many of us today are on the defensive most of the time.
Not afraid to stand up for our rights.
Not afraid to complain.
More than willing to stand our own corner in an argument.

We are also quick to take offence to remarks or complaints against us or our...

Sorry, but not true--- in USA the legality of recordings and the requirements of parties involved depends on each individual states law. Also said recordings "legality" may also be tempered by use of said recording, and intended or actual use, in determining if indeed "criminal". It is NOT as cut and dried as you stated, there are often many variables to be considered. Research the state statutes where recording occurred to determine guidelines of legal acceptability/liability... and there are also differences depending on media type (audio/video/both) and environment(private/public) as to expectation of privacy. Although the initial thread per tains to advice on personal mgmt of direct customer relation complaints, not on recording customers- I felt this should be clarified, as recording an abusive customer may be a legitimate tool in very extreme cases, just do your homework first. "Big Companies" do this as normal protocol, due to often there are branches in different states, so they utilize the strictest states case guidelines to serve their overall purpose, not to take on poor mannered customers-that simply wouldn't be worth their legal departments time, and a court would not appreciate such a trivial case, unless terroristic threats were stated. But hopefully no-one has to deal with that here