A good customer service team is at the heart of every successful dental lab. New West Dental Lab is no different. With a group of experienced customer service representatives and technical advisors, New West can effectively help doctors with their cases. Candace Christiansen, the New West division manager of customer service, has been an integral part of this team since 2010, and with her help, customer service has evolved to become more than just a phone line.
Since the age of 16, Candace has thrived in the customer service industry. And even though she originally had no exposure to the world of dentistry, she quickly rose to the occasion. “Despite the initial barrier,” explained Candace, “I quickly transitioned to head technical assistant, and by the end of my second year at New West, I was overseeing the implant technical advisors. With continued education and hands-on experience, I was promoted to lead technical advisor for all New West products. And now, I couldn’t be happier as the customer service division manager.”
Education is a substantial component to helping New West representatives tackle the more technical aspects of the job. Candace engages her team in weekly training activities that aim to help customer service representatives memorize dental terminology and acronyms, understand the indications and contraindications for every product, and examine case examples for concrete learning opportunities.
“Within six months, new customer service reps can graduate into technical advisor positions because of the extensive education they’ve undergone at the lab,” said Candance. “After that period, they’re capable of performing technical consultations on virtually any topic — even full-mouth restorations. Between the hands-on time they spend on the production floor and the time they dedicate to clinical training, they’re practically experts.”
Customer service isn’t only about knowing the material; it’s also about knowing the customer. New West offers a hometown-lab feel that is deeply rooted in personal connections. While efficiency, accuracy and speed are at the forefront of case management at New West, developing a real, meaningful relationship with every customer is the supporting foundation.
“It’s my favorite part of what I do here,” said Candace. “Getting to know each customer and building that trust is vital. Many of our customers feel comfortable allowing the technician to make the final call on cases. But our relationships with doctors also expand beyond the lab. Whether they’re sharing photos from their kid’s graduation or stories about a recent vacation, customers love connecting with us on a personal level.”
The final component to a successful customer service team is kindness. The New West team focuses on answering each call with a nurturing and sympathetic mindset. Attentiveness and a deep sense of investment help team members personally oversee cases. Combining the educational resources for representatives advancing in their careers and the incredible leadership and experience that Candace displays, New West truly has everything that makes a good customer service team in dentistry.
