Twitter-izing Customer Service

As I struggle to determine why my first Verizon Fios bill was $50 more than what I was quoted over the phone, I wanted to mention an interview this week that I had with Twitter/customer service guru extraordinaire Frank Eliason. Famous for his Twitter exploits at Comcast, Frank has taken his talents to Citigroup, where he’s the new SVP for social media, and revamping the company’s customer service function. When I asked him whether financial regulations have limited his social media efforts so far, Frank was undaunted. “The first key step was partnering internally with compliance and legal to go over all of these things,” he says. “We asked ourselves how we could make customer service better while meeting regulations.” You can read more from Frank in my article on customer care and social media in the 1/17/2011 issue of PR News. And unfortunately, Frank didn’t have an “in” with Verizon.

–Scott Van Camp