When was the last time you angrily tweeted about a product or service you were unhappy about? Or maybe you took to Facebook? How many of those angry public posts got you a response from the company's customer service reps? Customer service is a huge, changing market right now with the widespread use of social media as a form of user testimonials. On this episode we will be talking about why this is a genius idea, how it fits into a social media strategy, and some best practices in the industry.