This internal customer can be someone you work for as well as someone who works for you. At first you might think that because she works for me that I would always be her internal customer. Of course I am dependent on her to help me with my responsibilities, but she is just as dependent on me to get her the right information and training so that she can do the best job possible. It goes both ways. The concept is sound and strong.
Customer service has to be a total company effort.
It just can't be the front line who deals with the outside customers, the ones that buy our products and services. The front line needs the support of everyone within the organization. The traditional structure of a company has the CEO or President at the top with layers of management underneath, ending with the front line employee who deals directly with the outside customer. Imagine a triangle or pyramid. At the bottom, at the base of the pyramid, are the front line employees.