More internal audit departments are calling the functions, units, and subsidiaries they audit by a new name—customers—and treating them as such. They are approaching these internal audit customers with consideration for their schedules and concerns, inviting their input during the planning and scoping phases, looking for other ways in which their auditing skills can be an asset to the organization, and often taking on initiatives that fall outside the traditional scope of internal audit.

Once established, a customer service approach can help internal audit break down barriers and win the trust of business units and the other functions it audits. In this four-part series, we look at what it means for internal audit to adopt a customer service approach and what internal auditors of all levels can do to establish it.

Part One: The Customer Service Oriented Internal Audit Department

Part Two: Tell Us How We Did: More Internal Audit Departments Surveying Auditees

Part Three: Turning Front-Line Internal Auditors into Customer Service Envoys

Part Four: What Internal Audit Leaders Can Do to Foster a Customer Service Approach