Here's a customer service-related story that is somewhat out of the ordinary. Jeremy Nedelka of The 1to1 Blog relays a story about how Comcast's rep on Twitter, Frank Eliason, wouldn't be available to help customers one day. However, those who followed Frank on Twitter stepped up to the plate and offered help to those customers who had any issues during his absence. In essence it became a "customers helping customers" scenario.

The way I see it, this is an excellent example of what can happen when your company uses social media to connect with customers online.

I am very surprised that a big-dog cable company like Comcast is involved with social networking. But then, I did miss the news that the company promised to improve and that they hired more than 6,000 customer service agents and technicians. It's definitely great news, but an even bigger question remains:

Are these agents being trained properly on how to interact with customers? If you're a current Comcast customer I'd love to hear your thoughts!