We've previously blogged about public servants with a sense of humour when the 2010 census Twitter account was tweeting out pearls of light-hearted humour to the Australian public.

Being a correspondence this story is a little less social, but considering the writer had already blogged his letter, it's unlikely the responder didn't think this would go public.

First read the original letter:

http://haughtfeelings.wordpress.com/2012/04/17/my-email-to-yarra-trams/

Then the response:

http://haughtfeelings.wordpress.com/2012/04/30/the-response-my-email-to-yarra-trams/

Social media has meant that customer service experiences are now very quickly, if not immediately, put in the public domain.

I find it interesting that these examples of brands being allowed to show personality and humour are both public service organisations.  Surely there is more room for online customer service employees of the world to be more themselves.  Anyone who has had a laugh and a chat about the weather with a call centre employee will hang up feeling a little warmer about the brand they've just dealt with. And at the end of the day, we all know there is someone at the other end sitting at the keyboard.

Zoe Freeman, Digital Director