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Your correspondents (Letters, November 18) make some telling points against Sir Howard Newby's call for a more businesslike approach to student "customers" rather than the old-fashioned university "take it or leave it approach", but they miss one fundamental issue. As I spent 25 minutes listening to canned music courtesy of my mobile phone company, I reflected on the highly personalised and professional service I received as a student and wondered who was best placed to give lessons on customer service.

Christopher Grey
Judge Business School
Cambridge University