The 5 “A”s of Customer Service
Acknowledge, Apologize (if necessary), Answer,
Analyze, and Adjust
These simple steps give you the ability to take a simple customer service model and apply it to complicated (and simple) customer contacts both online and offline.
You can use this model to guide your community-building efforts in social media, or to provide a superior customer experience, while maintaining a solid feedback look for your customers, your team, and the customers you haven't met yet.
I'd love to hear your feedback on this idea - contact me on Twitter at @grmeyer or feel free to email me.