Frank is a pioneer in using social media for customer service and in this video he talks about what has changed over the last few years. He also shares tips for companies to improve customer support.

You’ll find more takeaways below. Be sure to leave your comments after you watch the video.

Here are some of the things you’ll learn from Frank:

• What needs to change in customer service
• Why your company needs to get back to the basics of customer service
• How to use stories to  improve your customer service experience
• How to use the different social media platforms to connect with your customers
• What it means to do service right
• A great tip to implement customer service 101 on Twitter
• Why Frank is excited about implementing click to call and click to chat features

And here’s some advice Frank has for his peers:

• If you company is controlling marketing and PR: be human about it. Let your team service your customers. Let them do what they do well and allow them to be who they are.
• If your service is not what it should be: it’s up to you to fix it. Don’t wait for someone else to fix it.

You can connect with Frank on his blog and follow him on Twitter.

How is your company using social media for customer service? Please share your experiences below.

In this interview I talk with Frank Eliason—the senior director of national customer care for Comcast—and the man behind @ComcastCares.

You may have heard that Comcast is on Twitter, but Frank talks about the channels Comcast monitors and how they engage customers. Frank mentions a concept called “peers helping peers.” In the video Frank also talks about what types of employees are best for handling Twitter support. Frank shares how Twitter helped Comcast rapidly identify a problem during the NHL playoffs in less than three minutes. He also shares the biggest mistakes businesses make with social media.

VIEW VIDEO HERE NOW:

I wanted to provide a bit of the back story on this interview. I was attending Blog World and saw Frank on a Panel discussion. I tweeted to him while he was on the stage, saying I would love to interview him.

He responded back almost immediately (via his iPhone), “Sure thing.” And we proceeded to do the unscripted interview you see here right after his presentation. Just goes to show you the power of social media!

What did you think about the video? What are your thoughts about Frank and Comcast?