Principle 2 of positive customer service states you should:

• A. Know who our customers are.
• B. Focus on the company's internal metrics.
• C. Ensure only external clients are served.
• D. Prioritize efficiency over meeting customer needs.

Answer: (A)

Knowing who our customers are is the groundwork for delivering positive service. When you identify the people or groups that rely on your work—whether they’re external clients or internal colleagues—you can tailor communication, anticipate needs, and build a service approach that genuinely meets expectations. This awareness helps set priorities, personalize interactions, and measure success from the customer’s perspective.

Focusing on internal metrics can drift away from actual customer experience, because metrics may reflect process goals rather than what customers value. Serving only external clients ignores the important role of internal partners who enable service. Prioritizing efficiency over meeting customer needs sacrifices quality and responsiveness, which hurts satisfaction in the long run. Knowing who the customers are keeps the effort aligned with real needs and relationships.