Case Study – The Eden Project, Cornwall, UK

 

The unique and world renowned Eden Project in Cornwall was set up to celebrate nature and promote understanding and responsibility for man’s relationship with the world’s resources. Since opening in the year 2000, it has attracted in excess of 8 million visitors retaining  its place amongst the top paid-for visitor attractions in UK. Using exhibitions, art, workshops, lectures and events, Eden encourages a wide audience to participate and learn. Employee stakeholders are critical in achieving these goals and outstanding customer service has been a focus for the Eden Project since its inception.  Committed investment in this area has been, without doubt, a significant factor to Eden’s success.

The challenge - focusing initially on Customer Service, the goal was to introduce a new, creative and inspiring approach to training and learning that would enhance and surpass the already high standards established at Eden. An additional objective was to create an internally sustainable programme transferable to other areas of the business motivating people right throughout the organisation.

The solution - the Power of 7 programme was chosen, introduced and experienced by the extended customer service team.  Techniques in coaching, facilitation, presentation and topic research were learned and passed on as was new knowledge and understanding in the subject.  Ultimately 167 members of Eden’s staff experienced the programme.

The results were significant - staff gained new insight into customer service and in addition, other benefits proved to be increased motivation, enhanced self confidence, improved team working and greater business understanding.  86% of participants said that the programme either “made them reconsider their approach” or that they “learned new skills/knowledge”.

 

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