Repeated recertification of tourist information
Every company wants loyal guests, satisfied partners and committed employees. To meet these goals, the tourist information offices in Dessau and Roßlau have been taking part in the Germany-wide “ServiceQualität Deutschland” training and certification program for small and medium-sized service providers since 2014. The aim is to improve service quality through a wide range of projects. Practice-oriented action plans are coordinated with the Saxony-Anhalt Tourism Association. These are implemented in the businesses by at least two employees who are trained as service quality coaches. “Our many years of participation in the “ServiceQuality Germany” certification program have allowed us to implement many creative projects that have led to noticeably better service quality in our tourist information offices,” sums up Franziska Staudte, head of the tourist information offices in Dessau and Roßlau. Hannes Wolf, Managing Director of the
Stadtmarketinggesellschaft adds: “I am very pleased that we are certified again, this shows the excellent level of our offers, which is also reflected in the positive feedback of our guests every day.
I would like to express my sincere thanks to our motivated colleagues in the on-site advisory service
and also the staff behind the scenes, without whom this would not be possible.”
For this year’s recertification, the tourist information team chose the communication and sustainability modules. As part of the improvement in the area of sustainability, the tourist information was awarded the TourCert sustainability certificate. Measures that have already been visibly implemented include the establishment of the LokalProdukt – an offer to artists to sell their products in the tourist information offices. Other measures, including printing brochures on FSC-certified paper and ensuring that tourists who obtain information via the visitdessau.com website are first made aware that they can travel by bus and train, are intended to lead to greater sustainability.
The main topic of communication focused on internal and external processes of customer communication.
and external customer communication processes, where various communication channels were analyzed and optimized.