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Masters must be servants Failures in customer service are the fault of bosses, not staff, argues Robert Heller Sunday November 5, 2000 The Observer 'The customer is king' is true in theory, but mostly an ignoble lie in practice. The customers have moved to centre stage in management thought and talk, but in real life they remain, not monarchs, but second-class citizens. A whole new discipline, customer relationship management, or CRM, has been created and nourished by heavy corporate spending. Consultants plot 'value chains' backwards from the supposedly satisfied customer, and work out irresistible 'customer value propositions'. Call centres mushroom in unlikely locales to serve the customer better - and service just gets worse. In this customer-oriented culture, the internet is meant to reinforce the revolution by providing better, faster access and response. But companies actually selling over the net appear, according to a new survey, to be even less responsive...

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