It’s often a good idea to use Twitter as a customer service tool. But it’s also important to find a way to resist templates. (Not easy. But try anyway.) One template example is the “We’re sorry to hear you feel this way” boilerplate that creeps into countless tweets worldwide every day.
HINT to customer-service oriented businesses: Make your customers feel like their specific problem is the one that’s on the top of your mind, instead of making it obvious that they are number 756 out of 2,093.