<p>I recently had a frustrating experience with the Geek Squad crew at Best Buy. For the sake of brevity I will just say that due to a lack of communication on the part of the Geeks it took me an extra day to replace my dead cell phone. While it was a total first world problem it was a problem none the less, and more importantly it wasn't my fault. I tweeted about my frustration and received a response from Best Buy.</p><p>As a customer there are two things that still frustrate me about this tweet. First, the fact that Best Buy "hopes" things can be taken care of. Second, their hopes seem to rely on what I can do to rectify the situation. All this tweet managed to do was solidify my annoyance.</p><p>Customer service, even on social, needs to be solution oriented and solutions only come from those empowered to create them. In my case something as simple as a coupon could have gone a long way to helping me get past my frustration. More importantly good customer service on a forum as public as Twitter goes a long way to encouraging others to do business with your company. In this case my roughly 2,600 followers and Best Buy's nearly half a million.</p><p>This only happens however, if you trust those who speak on behalf of your brand to act on behalf of your brand.</p><p><a href="http://technorati.com/social-media/article/what-social-business-needs-to-look/">Keep reading...</a></p>