In May, we were at the Zendesk's conference "The Art of Customer Satisfaction". One of the sessions was a panel, where they discussed why letting support agents be themselves is a good thing.
Many companies are trying out Facebook or Twitter as their main support channel (eg. 37signals), Argos - UK online shop - made a great response to one of the unhappy customers "Badman" on Twitter in March, which went viral with over 9.5k retweets.
@Argos_Online YO wen u gettin da ps4 tings in moss side? Ain't waitin no more. Plus da asian guy whu works dere got bare attitude #wasteman— Immy 'BADMAN' Bugti (@BadManBugti) March 8, 2014
The response from support staff at Argos, which quite likely would not pass most of the companies support guidelines.
@BadManBugti Safe badman, we gettin sum more PS4 tings in wivin da next week y'get me. Soz bout da attitude, probz avin a bad day yo. LD— Argos Helpers (@ArgosHelpers) March 8, 2014
And of course Immy "BADMAN" Bugti, the customer, seemed to be more than happy with the response he got.
@ArgosHelpers respect. Sick guy— Immy 'BADMAN' Bugti (@BadManBugti) March 8, 2014
Give room to your agents - "unleash the beast".