Twitter for Customer Service

I'm still trying to understand how this would truly work in reality, but the idea is intriguing. Here on Mashable, Ben Parr explains 6 ideas to help us use Twitter for Customer Service interactions. I'm not sure that I agree, but I think it's vital that we stop and think about what Twitter truly means to Customer Service programs. Let's discuss more in class tomorrow (or feel free to comment here as well!).