13 Ways to Provide Good Internal Customer Service


Internal customer service corresponds to non-customer focused services provided by a company to its employees and partners (who form the bridge between them and their customers) . Like good customer service, good internal customer service is essential for a company’s success, as the way the employees feel influences their performance. 

Internal Customers may more often mean other departments. For example, the Finance department of a company “serves” every other department with cash for operations. HR serves the entire company. Customer service may serve the product and development Department with surveys, etc.

Thinking about the subject, I’ve gathered a list of things that were behind what we call extraordinary internal customer service for many employees around the world.

 13 Ways to Provide Good Internal Customer Service

1. Transparency Within The Company 

A friend of mine once got called to work for a big company, but she quit after one week. When I asked why, she confided in me that the company had promised a specific remuneration and work schedule in the interview, yet they kept pushing her for more hours and a lower paycheck within the first week of work. She decided to quit before signing the contract.

If we analyze the issue deeply, what made her quit wasn’t a different remuneration and a different schedule, but the lack of transparency evident in the way they conducted themselves. 

Internal customers need to trust their employers to feel satisfied and perform at their best. That trust can only come through transparency. Be honest with your employees and create the space for them to be honest with yo2. A Positive Environment 

Environment profoundly impacts humans. Generally, most humans thrive in a positive environment and struggle in environments that awaken the most negative sides of their personalities. That’s the truth, either in their personal life or in work. 

For that reason, you should do your best to guarantee that your company has the type of good vibration, positive environment that will hook your employees to it. 

Creative Moz, a Mozambican company of marketing and advertising, is an excellent example of that. According to the internal customers, their work environment has a cheerful layout. It encourages relaxation and good interaction between internal customers in a fun way, without interfering with productivity. 

3. A Good Company Culture 

I have a friend who works for google. On many occasions, I’ve seen her sharing on social media fun moments between her and her workmates, usually in events hosted by the company. From what I gathered, Google has a culture of training their employees through group fun and interaction. 

In these events, besides bonding with other employees, they get to learn more about the company’s values through fun games. It’s needless to say how happy she is as an employee.

Following Google’s example and investing in good company culture, whether it be on a smaller scale, hosting small workshops or weekly meetings with your employees to check on them is an excellent way to guarantee internal customers’ satisfaction. 

4. Good Communication in The Company 

Good communication is critical in any work environment. Like I’ve said before in previous articles, there’s no good teamwork without good communication. Since teamwork is a significant percentage of what makes a company, you might want to invest in internal communication. 

One good way to promote good communication within your company is maintaining an (online) communication channel, where you and your employees can keep in touch and give each other feedback in and out of work. 

5. Clear Expectations 

Lack of clear expectations can cause a lot of confusion within the company and stay in the way of your employees’ performance. 

It’s always better to work when we know what we are working for and what’s expected of us by our employers. It’s more motivating, as having set expectations and the chance to meet them helps us gain confidence in ourselves as employees and makes us more satisfied with our performance. 

For that reason, make sure you communicate your expectations to your internal customers.

Things such as deadlines and goals and what’s expected of their posture as the companies’ collaborators should be laid clear and directly on the table. 

That also gives employees who don’t resonate with it a chance to walk away. 

6. Defined Roles and Responsibilities 

Just like with the expectations, clear and defined roles and responsibilities determine employees’ performance and satisfaction with themselves and their work in the company. 

Besides helping with the company’s organization, it also guarantees that each employee is working at something where they can explore their talent and knowledge to the maximum capacity, to the company’s benefit. 

Communicate clearly what each employee is there to do and what in the company is their responsibility. Choose them wisely as giving a specific role to the wrong employee can cost you a lot within the company. For example, assigning leadership to an arrogant employee may cause problems within the team.

7. Respect Within The Company 

Respect is one of the most important aspects of most human interactions. An environment where there is no respect is toxic and will most likely cause people to feel like they have their boundaries violated. No one likes to have their boundaries violated. 

To avoid that:

  • Make respect between employees your (company’s) cultural standard;
  • Make sure that your employees respect one another regardless of their age, race, background, and position, amongst other aspects that separate people;
  • Make sure your employees see each other and treat each other equally and respectfully. 

8. Appreciation For The Employees’ Work

Talking from my own experience, having my work and efforts appreciated motivates me to perform better.

 A work environment that doesn’t regard their employees’ work and doesn’t reward them for doing well, whether with words of appreciation or incentives, will most likely have unsatisfied employees. 

If someone goes a long way to deliver top-notch work, meet your deadlines, meet your companies’ goals, make sure to show them that you see them and appreciate them, privately and in front of the group. That will also inspire other teammates to give their best for the same benefits and recognition. 

Compliment your employees on their performance, promote good employees, and give out prizes or raise their paycheck. 

Check out or piece on The #1 Secret of Companies of the Future for more insights about the importance of investing in your employees and ensuring that they’re engaged, focused, excited, and in love with what they do.

9. Good Problem Resolution 

Internal problems many times poison the work environment and affect internal customers. Although some challenges are healthy, too many challenges and issues within the company can create dissatisfaction. 

Cultivating good problem resolution skills within the company through the company’s leaders and employees is an essential step in maintaining a positive and thus productive work environment. 

Study ways to seamlessly navigate issues and challenges. Train your employees in those skills too. 

10. Growth Opportunities

One question that’s asked a lot in interviews is, “Where do you see yourself in 5 years?”. This question helps employers see how fit the candidate’s ambition is for their company and their offer. It also helps them assess if the candidate is interested in the position for the long term. 

The same way employers consider all these aspects, employees also consider them. Because personal growth is implicit in any work environment, employees look for jobs that provide career growth opportunities within the company. 

Make sure to create those opportunities within your company, help internal customers develop, and promote them as their skill sets improve. If your company is still small and there’s not much room for career growth, give them rewards as they grow in their position, such as raises in salary and other advantages. 

11. A Great Manager 

On many occasions, I’ve seen people who, even knowing they could grow more in other companies, stay in a company out of loyalty for their manager or leader. That’s how significant the role of a manager can be for internal customers. 

Learn how to become a good team leader and only assign management and leadership positions for people who are gifted leaders. 

12. A Great Team 

Just like we choose our friends based on how their friendship improves our life, our teammates also play an important role in our experience as internal customers. 

Choose your employees wisely to create the best environment possible within the company. Evaluate how well they fit into it and how good an influence they can be for other teammates. 

Read my article on dealing with difficult team members as a team leader. 

13. Good Remuneration 

We all consider our salary when we apply for a job position. We also think of it when deciding if we are happy and fulfilled in our job. So, it goes without saying how relevant this particular aspect is. 

Giving good remuneration doesn’t mean paying high salaries to your employees, but instead paying a fair wage for the work that they provide and their role in the company. That shows your internal customers that they are valued. 

Why Are Internal Customers Important? 

Internal customers range from employees to partners, suppliers, board members, owners, and anybody who is affected by your internal operations. 

Internal Customers are extremely important for a company because they are crucial in the company’s success. They keep the company going and their satisfaction determines the quality of the workflow and therefore, the quality of your services.  

Providing good internal customer service is all about keeping your internal customers satisfied and happy with the company and their role. It’s about appreciating them and making it known that you keep them in mind when making decisions in the company. 

How To Motivate Internal Customers?

Many of the aspects that make an excellent internal customer service also pose as motivations for internal customers. Yet, there’s more to add to the list of what can be done to motivate internal customers: 

Get to Know Your Internal Customers: 

As much as following general formulas can work and be helpful for you, it’s only by knowing YOUR internal customers that you can figure out the best way to keep them motivated. Get to know them by talking to them, observing them, and maintaining a good employer-employee relationship with them. 

Invest in Incentive Programs and Reward Systems: 

As I’ve said before, rewarding your customers is a great way to motivate them to give their best when it comes to performance. If you create an incentive system, where you set objectives and goals and prizes for each goal they achieve, you’ll motivate them to aim for them.

 When doing this, choose one main goal and small objectives that your employees should work on to achieve the primary goal. 

Consider Job Shadowing Week:

Job shadowing is a practice where employees switch positions with other employees in the company for a set period to help them get a new perspective of their teammate’s job and their role and responsibilities.

It’s beneficial when motivating internal customers because it generates empathy within the team, and it increases respect between employees by showing in first hand the challenges that others go through. 

Invest in Company Events:

Organize events for your employees, whether it be small events like parties and workshops, punctual events such as New year’s or Christmas dinners, or even big events like company trips. 

Invest in giving your internal customers a good time in the company and good memories with their workmates. Make sure to have company-related gifts, things like t-shirts, pens, or teacups. Always remind them of the great time they had and promote your company. 

It doesn’t take much to keep your internal customers happy, but a genuine desire to provide the best service you can give. Are you ready to implement these tips in your company?

Further Readings

7 Internal Customer Tips To Turn Things Around. USERLIKE 

Tips on Improving Internal Customer Relations. CHRON 

Emidio Amadebai

For the past 2 years, I have been working as the head of Customer Experience, Sales, Marketing, and Customer Finance at an international pay as you go solar home system company working in rural areas in Africa. After my previous 7 years working in B2B, IT&Telecoms industry, as a Service Delivery and Project Manager, having worked with Vodacom, Huawei, and other multinational companies. My job is to make sure we improve the lives of thousands of families, with access to electricity, utilities (radio, TV, lights), doing our very best so that they get the best-in-class customer experience, and succeed in acquiring the products for themselves.

Recent Posts