Dental Tribune UK Edition, September 13-19, 2010, Vol. 4 No. 21

A s the UK’s largest independent full service dental dealer, The Dental Directory is second to none. Combining exceptional service that guarantees fast, next day delivery and highly dedicated staff, The Dental Directory is backed by a national sales force and the best dental sundries and equipment in the world. No wonder its number one! To maintain the standards of such a highly respected company, it is vital that there is a team of exceptional staff ready to field any enquiry, support consultants and deliver top quality customer service – not an easy job! At The Dental Directory a 40 strong team of experienced customer service agents are waiting to take your call. Kirby Noble is a Team Leader within the Customer Support and Sales Team at The Dental Directory and explains her role, ‘I manage a team of four staff members internally within our office, and we support four Business Consultants that work externally. I deal with their customer orders and queries, which can vary enormously. In some cases a query could be better explained by the Business Consultant, so my team will facilitate the meeting between the customer and consultant.’ The Customer Support and Sales team is like the nerve centre of The Dental Directory, behind the scenes supplying all areas with the flow of information needed to function effectively and efficiently. The team provides unwavering support to customers, Business Consultants, other team members and departments, which is essential in terms of customer service and satisfaction. Kirby Noble explains, ‘Our team is in constant contact with customers via phone and email; this enables us to always provide the quickest responses and not miss any important issues or queries. In addition to dealing with customers, we are also in regular contact with our Business Consultants to ensure that they have everything that they need in terms of current prices and information whilst they’re out on the road. If our Consultants are unable to provide the customer with the appropriate information, the customer is put straight through to us where we will strive to resolve any issues that they may have.’ ‘We provide a high level of continuity within our department which is vital; we all have our own specific customers and are therefore always fully up to date in terms of our customer needs. This is really essential as it helps to avoid crossed wires, inefficiency and provide that personal service that our customers deserve.’ Queries regarding prices are the most common and as Kirby Noble points out; ‘We are regularly asked about prices. You find that customers are, quite naturally, always hunting for the best deals and are always pleased to hear that we are able to price - match.’ The pricewatch strategy means that prices are constantly monitored. This ensures that whatever happens in the market place, dentists dealing with The Dental Directory can be sure that they will always receive the best possible deal. ‘We are frequently asked to set up new accounts and, once the new customer is on the system, their information is passed onto the local Business Behind Every Good Company is a First Class Team

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