'Know your customer' is one of the key principles of customer service.

Customers may be:

• external customers (users of your products and services)
• internal customers (fellow workers and suppliers).

Internal and external customers are equally important in effective customer service. Without good internal operations, your business is unlikely to meet the expectations of external customers.

As your business grows, you will need to pay attention to internal relationships and establish communication protocols to ensure your business operates effectively. Satisfied employees, who feel secure in their employment, will show more respect for their organisation and serve external customers better.