First check out the following article from NECN:

Companies turn to Twitter for Customer service

Companies are now using Twitter as a means of speeding up their customer service.  Also using MySpace and Facebook as well. It remains to be seen if customers will take advantage of the new type of services.

The article notes that Bank of America and Wells Fargo are staffing Twitter accounts to offer help to customers, and others, like Citigroup and American Express have Facebook or MySpace presences. It’s not perfection – Bank of America and Wells Fargo have only one person monitoring their account.

Twitter as a customer service tool could be helpful, but it will not replace individuals who have customer service training and business training. Customers still enjoy meeting with people face to face it allows for questions to be answered that come up after initial information is given. Twitter is an interesting animal, who knows if it will just become another internet wasteland full of so many people the information is useless. Also, Twitter could use a better search function, because as of yet, it is very difficult to find an individual on Twitter.

How this could help the customer service industry is that it could get simple questions answered quickly. It would be interesting for these companies to add how long it takes these reps to answer a question. If every company did this there would be a need to train employees under a new type of customer service training model, or it could have the potential for job creation. All the good it would do only helps if people actually seek it out. So would you use Twitter for customer service?It could be used as a vaild way to multi-task perhaps while at work. But other than that there is nothing better than a little human contact. Leadership skills cannot be relayed via a computer screen.