Special On-Site Service Initiative
Recently, the Operations Department of Tongguan County Shengtong Catering Management Co., Ltd. launched the "Deepening Services · Safeguarding Delicacy" special on-site customer service initiative, centered on its core product – "Tongguan Thousand-Layer Cake". A professional service team went deep into the Inner Mongolia market, providing "one-on-one" quality inspection and problem-solving services for 15 cooperative catering stores and supermarket clients. By offering proactive services to ensure the quality of the end-product delicacy, the team has won wide recognition from clients.
To accurately align the food properties of Tongguan Thousand-Layer Cake with customer needs, the team pre-established a "one customer, one file" preparation system: it sorted out customer store types (breakfast shops, chain catering outlets, supermarkets), the daily sales volume of multi-layered pancakes, and historical feedback, and clarified service priorities – for breakfast shop clients, it focused on the efficiency of pancake blank thawing and the stability of freshly baked taste; for supermarket clients, it emphasized checking the sealing of packaging and compliance with shelf-life requirements; for newly cooperative clients, it additionally prepared the On-Site Baking Operation Guide for Tongguan Thousand-Layer Cake and a manual on storage precautions. Each team was equipped with an "operations consultant + food technology specialist", and carried food testing tools (moisture testers, shelf-life traceability ledgers), backup packaging materials, and freshly baked samples for tasting. The team confirmed the on-site service time with clients in advance to avoid the morning and lunch sales peaks, minimizing the impact on store operations.
To accurately align the food properties of Tongguan Thousand-Layer Cake with customer needs, the team pre-established a "one customer, one file" preparation system: it sorted out customer store types (breakfast shops, chain catering outlets, supermarkets), the daily sales volume of multi-layered pancakes, and historical feedback, and clarified service priorities – for breakfast shop clients, it focused on the efficiency of pancake blank thawing and the stability of freshly baked taste; for supermarket clients, it emphasized checking the sealing of packaging and compliance with shelf-life requirements; for newly cooperative clients, it additionally prepared the On-Site Baking Operation Guide for Tongguan Thousand-Layer Cake and a manual on storage precautions. Each team was equipped with an "operations consultant + food technology specialist", and carried food testing tools (moisture testers, shelf-life traceability ledgers), backup packaging materials, and freshly baked samples for tasting. The team confirmed the on-site service time with clients in advance to avoid the morning and lunch sales peaks, minimizing the impact on store operations.
It is reported that the customer satisfaction rate of this special initiative reached 98%. In the future, the Operations Department will establish a "quarterly on-site service + monthly telephone follow-up" mechanism to continuously safeguard the end-product quality of Tongguan Multi-Layered Pancake and help clients increase sales.