The Role of Professionalism in Internal Customer Service

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  • 0:03 Professionalism
  • 1:05 Job Skills
  • 2:09 Good Judgment
  • 3:25 Polite Behavior
  • 3:52 Professionalism in Appearance
  • 4:15 Lesson Summary
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Lesson Transcript
Instructor: Jerri Glover
Professionalism is an important component of internal customer service. In this lesson, we'll examine the idea of internal customer service and how to improve your professionalism to achieve desired results.


Professionalism is important is most work settings. After all, someone who is trained and experienced to do a job well is expected to demonstrate skill, good judgement, and polite behavior, and they may even be expected to dress a certain way. Professionalism is particularly important for those who work in customer service since job skills, good judgement, and polite behavior can leave consumers feeling satisfied and encourage them to remain loyal customers.

The elements of professionalism are also important to internal customer service, which involves providing services to others within your organization, treating them as you would treat customers. Internal customers can include team members, managers, and owners, among others. Showing professionalism in the workplace can improve worker relationships, trust, and even efficiency. Let's explore how the elements of professionalism including job skills, good judgement, and polite behavior as well as appearance can play a role in internal customer service.

Job Skills

Skills are the tools we use to perform our jobs. Depending on the job, the skills required for excellent internal customer service may include:

  • Technical skills: You should be capable of using all of the technology associated with your job. This may involve understanding at least the basics of using a computer, the company telephone system, and software used by your internal customers.
  • Communication skills: You should possess the written, verbal, and listening skills necessary to effectively communicate with your coworkers. Being a professional means you're able to employ any and all communication skills necessary to convey your ideas to other employees in the organization.
  • Leadership skills: These skills are displayed in the ability to guide your internal customers to achieve a common goal or complete an assigned task.

Professionalism in internal customer service requires you to demonstrate such skills when interacting with others in your organization. You should also continue to improve these and other skills so that coworkers know they can look to you for solutions.

Good Judgement

Let's be honest: we all make mistakes. Sometimes we have a lapse in judgement that causes us to behave unprofessionally. However, we can maintain professionalism by striving to exercise good judgement when making decisions that affect our internal customers. Good judgement means taking the desired outcome, potential for failure, and organizational standards into consideration.

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