What A Real Customer Service Conversation Looks Like

I've never had the opportunity to use instant messaging to contact a customer service rep in the UK -- not 100 percent sure if it's even something on offer here. But Imgur has this exchange from the US that's pretty instructive for anyone involved in customer service. It's winning in its honesty. But I'm not sure phone operator AT&T comes across as well as Darlene. See what you think.