This document provides a guide for companies looking to implement effective customer service on Twitter. It discusses trends showing customers are increasingly contacting companies on Twitter for customer service. The guide outlines a seven step process for setting up customer service on Twitter, including setting a vision, defining goals and metrics, operationalizing a strategy, and building capabilities to scale. It also shares success stories from companies like Hilton and Microsoft and highlights how Twitter uniquely enables customer service through its conversational, public and real-time nature. The overall document serves as a playbook to help companies navigate providing customer service on the Twitter platform.