I havent read them all but I am sure that the aspect of CLDs has been discussed time and again in these forums. But I did find this article which was rather interesting and though I'd post it here. Absolutely not sure if one could post external links/urls but I guess I will know.
http://consumerist.com/340490/10-confessions-of-a-chase-customer-service-rep
I'd imagine that most of us here would fall into category # 8...
