Steve at MicroPersuasion picks up on an innovation at Verizon that is highly significant.  Generally firms view customer service as proprietary and something to control.  This despite the reality that call centre service feels generally commiditised in terms of the standard questions, and statements.

• “is there anything more I can do for you today”
• “have I satisfied your reason for calling today”
• “is your service operating satisfactorily now, sir”

Anyhow, Verizon plans to launch a blog for consumers.

If Verizon pulls this off, it could usher in a customer service sea change. Right now – with the exception of tech knowledge bases – the majority of customer service issues are handed behind closed doors. There’s little way for consumers to learn from the questions posed by others and the response they receive. What Verizon is doing in taking customer service to the blog world sure sounds innovative.

Source: Micro Persuasion: Verizon Plans 24/7 Customer Service Blog

It is described as fully open.

A blog by the end of the year to create a no-holds barred “all issues on the table” dialogue with consumers–and will support it with a round-the-clock response team.

There are many precedents.  Microsoft, and every web 2.0 company have online forums, self moderated, with chief moderators often appearing because they want to do it.

Relevance to Bankwatch:

Customer service is considered to be sacrosanct for companies that believe it is core to their business model.  It cannot be outsourced?  Well, reality is questioning that notion, and Verizon are certainly a customer service company, so this innovation is worth watching carefully.