Internal Customer Concept

Internal Customer Concept

By Dragana Tancic

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Internal Customer Concept


``Internal customer service is meeting the expectations and requirements for success of those people inside the company so they can delight customers in the marketplace.``

-T.Kerry McCarter,vice president of quality at Johnson&Johnson Quality Institute


There are several definitions of the term internal customer with the same meaning. One says, that internal customer is somebody in the organization to whom you provide a product or service. It can be anybody who relies on you to complete a task or function,or to provide information they need to do their job.

Another definition says that internal customer is anyone within an organization who at any time is dependent on anyone else within the organization. The internal customer can be someone you work for as well as someone who works for you. They depend on you and work you do in order to complete their own tasks.

The essential thing for a successful internal customer relationship is forming a team. All teams are groups, but not all groups are teams. It is not so easy to form teams because it takes time for members to learn how to work together.

To create a positive internal customer service, all departments work together cooperatively, meet common goals,agree on processes and procedures, and negotiate expectations.

Developing effective internal customer service, gives next benefits:

-    Cut costs,

-    Improve communication between department,

-    Increase productivity

-    Boost employee morale

-    Align goals and finally

-    Deliver better service to the external customer

It is approved that the level of external customer service will never exceed the level of internal customer service. So as a manager steps to create good internal customer relationship are:

-    As work gets done through a series of interconnected steps - a process or workflow, manager need to Identify how other teams are impacted by ( dependent on) your work and how your teams are impacted by ( dependent on) the work of other teams.

-    All work is focused on the external customer and strategic business goals. The manager must keep your sights on the needs of the external customer and business goals.

-    Each team brings unique expertise to work. The manager must identify the value your team`s expertise brings to the business-why is the work of your team needed by the business.


-    Teams combine and unite their diverse expertise on achieving common goals. So work with your internal customers as a single united team focused on the same goals.

Ways to improve customer service are :

-    Lead by example

-    Treat with respect

-    Manage and train

-    Reward for best practices

Key facts to know are that everyone within your organization affects the outside customer,

your attitude determines the response you will receive and that regular communication brings awareness

To sum up,

It is important to understand that the core of Internal customer concept starts from within. Without proper internal customer relationship, external customer service can not function properly.

Take care of your internal customer concept to have successful external customers.


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Dragana Tancic