Tennessee Aquarium

The Tennessee Aquarium in Chattanooga is the world's largest fresh water aquarium in the world.

The Challenge

The Tennessee Aquarium came to us looking for an interactive learning seminar for front-line visitor contact employees. The employee's direct interaction with visitors require action-oriented results and a mutual need for supporting each other. Visitor service is a critical component of a successful business.

Goals included

• Create a sense of pride within each employee to be an associate of the Aquarium
• Focus that pride on creating positive visitor service relations
• Instill confidence in each employee to handle the variety of activities, situations and questions that will arise
• Develop an ongoing visitor service training program.

The Training Solution

This seminar, through experiential situations, created specific life lessons necessary for positive visitor interaction. A parallel exists between employee participation in this training format and their proactive participation and involvement in the work place. Lessons included Choices, Teamwork, Work Attitudes, Body Language, Stress Reduction, Self-image and Esteem, Verbal and Non-verbal communication, The art of listening with clarity and concentration.

Music, actors from the local theatre, team exercises, on-stage practice sessions, and professional trainers who care about people played key roles in this program's success.

The Results

A conscientious visitor service force, a supportive climate, a strong framework of trust and respect, high standards of excellence, and encompassing company pride.