It seems like every company has a social media presence on Twitter, Facebook and some still on Myspace. Companies tweet up coming sales, new merchandise, customer praise and complaints. Although, the company does not have to respond to “@Retailer Your customer service is horrible”, but a surprising amount of companies do inquire and attempt to resolve the issues.

This past summer I had 2 customer service experiences via Twitter.

Note: Twitter timelines, they start at the bottom.

@TheCoffeeBean tweets:

I decided to wake up early one morning and treat myself to a coffee on the way to the office, something I do not normally do because I do not have the time during my morning commute. When I finally arrived to Coffee Bean they did not have the ingredients for my much sought after Dark Chocolate  Mocha! If a coffee place is going to be out of something it should NEVER be a weekday morning. Well the PR rep running the Twitter count offered to speak to me about my experience… Never did… Although, the lack of follow through was disappointing, I still have a Dark Chocolate Mocha Saturday mornings at the dog park.

@Nordstrom Tweets:

Now the story is pretty much told in the Direct Messages, and I understand we all make mistakes, but nothing is more annoying being excited to gt a package but having to return and re-order the item. The local Nordstrom staff  called apologized for the inconvenience. As much as I or anyone else would have liked a gift or a gift card with at least two zeros, the personal touch was appreciated.