I agree with Johnny, and in fact, I'm quite passionate about this topic.
It's been my experience that Customer Service has traditionally been the lowliest department in an organization. Staffed by entry level people due to budgeting and a common perception that the job description is better suited for the less educated; no representation at the strategic table (Hello????); getting "lumped" into an entirely different (and often "at odds") department, etc. As an example, I know of a front-facing global service department that during a recent reorganization was moved under the directon of the IT department.
Imagine that!!! People who deal with 100% of this organization's customers at the highest levels (upper management), suddenly reporting to IT, and come on folks, we know that living, breathing humans and the complexities they bring are not in an engineer's comfort zone. I can't think of a better scenario to correctly use the military term, SNAFU.
The more we portray that we are not worthy (by listening, speaking, dealing with internal customers in a more casual, perhaps even slip-shod manner), the less respect we deserve.
The attitude of internal customer VERSUS external customer simply has to be abolished! THERE IS NO DIFFERENCE.
If a rose is a rose is a rose, does it not also hold true that a customer is a customer is a customer?
For some organizations, internal customers are all there are. If we subscribe to the same-old same-old belief system, especially that we can and should talk "differently" to them, exactly where is professionalism, pride in self and organization, motivation and drive to succeed? What would make anyone even WANT to get out of bed and do the job day after day?
I am a professional Customer Service Manager, and I am damn proud of it. No matter who you are, you are going to get 100% of me and my staff. Each and every time you reach out for help, we are going to be there. Each and every time we are going to move mountains to help you. Each and every time we are going to provide you with professionalism, courtesy, respect...and the best answers and the best solutions we possibly can.
Because if I don't do that, if I am not that, then I am nothing at all.
Period. End of story.