How to Use Twitter for Customer Service


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Interesting slideshare here. Skip to slides 89-95 (-ish) for examples of how Southwest Airlines and Zappos use Twitter for customer service. Micromedia, small interactions building to have big effects – it’s important to be aware what you can do with this stuff in customer service

Phil Dourado
Author, Speaker, Independent Consultant
Founding editor of Customer Service Management Journal in the United States, and of its companion title, Customer Service Management Journal (now rebranded as Customer Management Magazine) in the United Kingdom. He is the author of The 6 Second Leader (Capstone, John Wiley & Sons, 27).


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