Best practice in the spotlight


Three of Cornwall’s most-established businesses will present their award-winning approach to customer service at a conference held by the Customer Service Training Network (CSTN) at the offices of Cornish Mutual in Truro, next week.


The CSTN is a national network of businesses which drives excellence in customer service training and best practice.

Based in Hertfordshire, the CSTN hosts monthly meetings at various locations around the UK, as well as an annual national award ceremony, hosted in London, to recognise the UK’s best businesses.

The April event in Truro on April 22 will be the first event held by the CSTN in the south west. Chaired by Jeremy Ovens, a retired senior officer in the Royal Navy, the one day event will be held at the offices of Cornish Mutual, which was named CSTN Training Team of the Year in 2014.

Sara Cape and David Price from Cornish Mutual will be presenting on the ethos and methodology that have underpinned the company’s success over recent years. Louise Beard from Coastline Housing will present on ‘service excellence’ and The Eden Project will showcase its approach to customer service and explain how a focus on customer service has helped the destination become one of the UK’s top visitor attractions.

The conference will also include speeches from John Cooper of JCA, an international business psychology consultancy, who will be speaking on ‘emotional intelligence’, and Matthew Crome from Leadership Development Ltd, who will be presenting on ‘the inspiration behind legendary customer service’.

Sara Cape, operations leader at Cornish Mutual, said: “This conference is a unique opportunity to learn about current best practice and innovation in customer service and training. There will be presentations from some of Cornwall’s most recognised businesses, as well as insights from respected industry experts.”

The event will take place on Wednesday, April 22 from 9.30am until 3.45pm. Lunch and refreshments are included, and tickets cost £95 plus VAT per attendee.

Businesses interested in attending are asked to sign-up through the CSTN website.