Why the Customer Is No Longer Always Right

KPBS | By KPBS Public Broadcasting

Published August 27, 2007 at 9:03 AM PDT

This story was published more than 16 years ago.

The customer is always right, or so it used to be. But in today's high-paced, online, profit-is-king world, customer service is often left behind. We'll talk about the role of customer service in toda

Tom Fudge: You've heard that the customer is always right. But they aren't always treated very well. In today's high-tech world, a lot of companies are distant and faceless. Their rules are confusing, and it can be very hard to get a real person on the phone to answer your question. Often the person you get on the phone lives all the way across the world.

There are many things that bother us about today's customer service. But some companies do it right. Usually it's because they chosen to make customer service a selling point.

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Guest

Neil Senturia , serial entrepreneur who currently is the CEO of Quanlight, an L.E.D. chip company. He also teaches entrepreneurship in the MBA program at San Diego State University, and he co-hosts a weekly radio show about entrepreneurship. I'm There for You Baby , The Entrepreneur's Guide to the Galaxy .