Internal Customer Management

Putting the customer first throughout your organisation through effective internal communication

Key Learning Points:

  • The difference between internal and external customers
  • The benefits of mapping your customer's end-to-end journey
  • How you might have contact with your internal customers
  • The importance of the three Cs of internal customer care
  • The benefits of good customer care
Internal Customer Management
Internal Customer Management
Internal Customer Management
Internal Customer Management
Internal Customer Management
CPD Points

Course Overview

Sometimes we draw a distinction between roles that are customer facing and roles that are not. No matter what your role, you will have customers that you serve – and this can include colleagues and contractors (internal customers) too.

This course shows employees how they can contribute to the external customer experience through good internal customer care.

Please note that this course is not yet compatible with mobile devices.

Course Details

  • Course duration: 30 minutes
  • Part of our Performance Management suite
  • Multiple-choice question assessment
  • Realistic scenarios to demonstrate learning points
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Course Contents

This online course includes a module on internal customer care and an assessment:

Internal and External Customer Care
Internal and External Customer Care
If we want to put our customers first, we need to know who “our customers” are – and this includes internal customers such as colleagues, people from other departments and contractors. This module explores the benefits of good internal customer care and how it benefits our external customers and our working lives.
Check your Understanding
Check your Understanding
Thinking in terms of internal and external customers, and understanding what this means in practice, can be a shift in focus for people who have always drawn a distinction between customer-focused and non-customer-facing roles. The assessment allows you to test your understanding of the course material through a series of multiple-choice questions.

Who Should Take This Course?

Everybody has internal customers, whether they deal with the public directly or not. It can therefore benefit people from all departments, private and public sector workers, contractors and those who deal with contractors, and managers.

  • Managers
  • Contractors
  • Customer service representatives
  • IT staff
  • Designers

The Assessment

The Internal Customer Management online course includes an assessment module. The assessment is in a multiple-choice question format, covering everything set out in the course.

This is not a pass or fail course but learners receive a mark at the end and can retake the course to improve it.

2 Ways of Purchasing

You can purchase our courses individually or for even better value you can purchase the complete range of Compliance, Health and Safety or Performance Management courses in one neat bundle.

1. Individual Licenses

If you buy courses on an individual bases you pay a price per learner, per course per year. You can run these courses on your own LMS if Xapi/SCORM compliant or you can take them.

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2. Complete Bundle

Buy all of the Compliance, Health and Safety or Performance Management courses in one great value package and receive unlimited benefits.

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1. Individual Pricing

Number of Learners Cost (per year)
1 - 10 29 / per learner
11 - 20 25 / per learner
21 - 50 20 / per learner
51 - 100 15 / per learner
101 - 150 10 / per learner
150+ POA

Exchange rates are updated regularly but are only intended as a guide.

2. Complete Bundle Pricing

If you buy all the Compliance, Health & Safety or Performance Management in a complete bundle, all features come as standard, no matter the size of your organisation!

Number of Learners Cost (per year)
1 - 100 30 / per learner
101 - 200 25 / per learner
201 - 300 21 / per learner
301 - 400 18 / per learner
401 - 500 15 / per learner
501 - 750 12.50 / per learner
751 - 1000 10 / per learner
1001 - 2500 8 / per learner
2501 - 5000 6 / per learner
5000 - 10,000 5 / per learner
10,000 + POA
Included Features
  • All courses in our catalogue
  • New courses added regularly
  • Branded, downloadable posters
  • Customise Course Content for Your Team
  • Astute eLearning Platform
  • Regular course updates
  • Dedicated Account Manager
  • Unlimited help desk support

Exchange rates are updated regularly but are only intended as a guide. Prices are based on a 2 year contract.

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The Importance of Internal Customer Management Training

Organisations that prioritise the customer experience, including seamless cooperation between internal customers and different departments, reap the benefits.

By training employees in internal customer management, they will understand customers' end-to-end journey and the benefits of good internal customer care better.

The Importance of Internal Customer Management Training


If you have any questions that are not covered here, please get in touch.

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What is the internal customer concept?
The term “internal customer” refers to a customer working for the organisation, such as a colleague, somebody in a different department or a contractor. If we can serve our internal customers in a friendly, helpful manner, that has a positive effect on the experiences of external customers – as well as making our working lives more pleasant.
What are internal customers’ needs?
An internal customer is anybody within an organisation who has their needs met by another employee. Examples include managers who need their employees to put a report together or somebody who needs IT’s assistance. Internal customers’ needs will vary from situation to situation and require the same quality treatment as external customers’ needs.
How do you build up relationships with internal customers?
You build relationships with internal customers by consistently listening to their needs, meeting their requirements and building up trust and communication. It is important to respond in a prompt manner, show you are listening to what they need and show flexibility and appreciation for their input.

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