The Tourist Information of the pilgrimage town of Kevelaer has been awarded the "ServiceQualität Deutschland, Level 1" seal of quality by the German Tourism Association. This certification is not only a recognition of the hard work and commitment of the Tourist Information team, but also a clear signal to all visitors: guest satisfaction is the top priority here. Whether pilgrims, tourists or locals - everyone benefits from a service that focuses on the highest quality and continuous improvement. "This award emphasizes our service promise to the customer to continuously improve our service quality. I am very proud of the performance of our tourism team," announces Verena Rohde, Business Development Manager and Head of Kevelaer Marketing.
Focus on quality
The "Q" seal of quality is an initiative of "ServiceQualität Deutschland". The award means that the Tourist Information Office in the pilgrimage town of Kevelaer is part of a nationwide initiative to improve service quality in Germany. The aim of this quality campaign is to initiate improvement processes, exceed customer expectations and ensure competitiveness through optimized service. Companies that decide to become certified place particular emphasis on quality-oriented work and the continuous improvement of the services they offer. Annika Manthey, an employee at Kevelaer Marketing, has been specially trained as a quality coach for this purpose.
Process flows put to the test
For level 1 certification, businesses must, among other things, establish a so-called "Q service chain". This involves analyzing various points of contact between the customer and the company in order to understand the guests' perspective as well as possible. In addition, two further "Q tools" must be processed, which address typical challenges in everyday operations. They help to analyze these and develop practical solutions. Whether customer communication, complaint management, dealing with evaluation portals or various surveys, the companies are free to choose which tool fits well into their day-to-day operations. "During the certification process, we analyzed many processes in detail and derived measures for optimization. We will now gradually implement these," says Verena Rohde.
Award valid for three years
The Tourist Information in the town hall and the information building at the St. Jakob brine garden have been awarded the seal of quality for three years. However, this does not mean that the team can now sit back and relax. "We have drawn up a list of measures that we are now working through," explains Annika Manthey. For example, there will be a brochure about Kevelaer in the common foreign languages English and Dutch. In order to serve foreign guests even better, the tourism team will also be offered a Dutch course in future. "Every year, we have to set out in writing what measures we want to implement to make our guests feel even more at home here. This is where the team counts! Together, we collect ideas and suggestions for improvement and look for solutions to improve step by step," continues Annika Manthey. Visitors can therefore look forward to not only gaining spiritual and cultural experiences in Kevelaer, but also to enjoying a service that meets the highest standards. Kevelaer is thus setting an example - for quality, for innovation and for the future of tourism.