It's best that you don't think of Twitter as a customer service tool
. Think of it instead as a service recovery tool. The companies that use it well use it to fix potential customer service disasters -to prevent things from going from bad to worse. Your recovery team needs to be highly skilled, and have a high level of discretion andauthority to make things right. Don't put something makeshift together, and don't outsource them. Do it right, or don't do it at all.