Entity theory dictates a separation of business and owner (or person, to be less specific) so as to protect one entity from the actions of the other.
Personally getting pissed off for someone for being a dick? That's fine. Using the business to basically get revenge on them for being a dick? Not fine. You're not there to punish customers for being pissed off.
Guys aren't gonna get very far if they have a paddy with every irate customer that comes along. And everyone who's been in a customer-facing job knows they far outnumber the pleasant folk.
And you know what? I bet the dispute wouldn't even have occurred if the CS rep just said something like 'sorry, we cannot discuss the details of other clients' accounts'.
Personally getting pissed off for someone for being a dick? That's fine. Using the business to basically get revenge on them for being a dick? Not fine. You're not there to punish customers for being pissed off.
Guys aren't gonna get very far if they have a paddy with every irate customer that comes along. And everyone who's been in a customer-facing job knows they far outnumber the pleasant folk.
And you know what? I bet the dispute wouldn't even have occurred if the CS rep just said something like 'sorry, we cannot discuss the details of other clients' accounts'.