Say what you will about Comcast, I have to give them credit for innovation in resolving Anywhere consumer problems with Comcast services. Business Week today has a great article about Comcast’s Twitter Man, Frank Elaison, who monitors Twitter for complaints about Comcast and tries to resolve them.

When my Comcast High Speed Internet went down because of the pre-Christmas ice storm, I twittered about the fact it was down, and had gotten a message from Frank at that time, asking “Can I help?” (his typical response). As it turned out, we already had a service appointment scheduled, but knowing that Comcast was monitoring my casual mention of the problem made me feel confident that the outage wasn’t going to go on for weeks. More impressive is the fact that Frank not only publicly offered to help, but as the Business Week article notes, also followed through with the rest of the Comcast Customer Care staff to resolve the issues raised on Twitter. That’s just great customer service, a smart differentiator for Comcast, and great public relations to boot.

Frank may only be one man in Comcast Cares, but he’s changed my perception of Comcast customer service. Maybe next time I’ll try tweeting that my Comcast bill is too high; if he can fix that, I’ll nominate him for Anywhere Man of the Year.