Unit 2 flower of service
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This document categorizes and provides examples of supplementary services that support core products and services. It discusses four main categories: facilitating services like information, order taking, billing, and payment; enhancing services such as consultation, hospitality, safekeeping, and exceptions handling; and provides examples of common elements within each category. These supplementary services are designed to enhance the customer experience.
Unit 2 flower of service
- 1. Flower of Service Unit II
- 2. The Flower of Service
- 3. Categories of Supplementary Services Facilitating Services • Information • Order taking • Billing • Payment Enhancing Services • Consultation • Hospitality • Safekeeping • Exceptions
- 4. Examples of Information Elements • Directions to service site • Schedules / service hours • Prices • Instructions on using core product/supplementary services • Reminders • Warnings • Conditions of sale / service • Notification of changes • Documentation • Confirmation of reservations • Summaries of account activity • Receipts and Tickets
- 5. Examples of Order-Taking Elements • Applications – Membership in clubs or programs – Subscription services (eg. Utilities) – Prerequisite-based services (eg. Financial credit, college enrolment) • Order Entry – On-site order fulfilment – Mail/Telephone/Email/Website order placement • Reservations and Check-In – Seats/Tables/Rooms – Vehicles or equipment rental – Professional appointments
- 6. Examples of Billing Elements • Periodic statements of account activity • Invoices for individual transactions • Verbal statements of amount due • Machine display of amount due • Self billing (computed by customer)
- 7. Examples of Payment Elements • Self-Service – Insert card, cash or token in machine – Electronic funds transfer – Mail a Cheque – Enter credit card number online • Direct to Payee or Intermediary – Cash handling and giving change – Cheque handling – Credit / Debit card handling – Coupon redemption – Tokens, Vouchers, etc. • Automatic Deduction from Financial Deposits control and verification – Automated systems(eg. machine readable tickets that operate entry gates) – Human systems (eg. Toll collectors, ticket inspectors)
- 8. Examples of Consultation Elements • Customized advice • Personal counselling • Tutoring / training in product use • Management or Technical consulting
- 9. Examples of Hospitality Elements • Greeting • Food and beverages • Toilets and washrooms • Waiting facilities and amenities – Lounges, waiting areas, seating – Weather protection – Magazines, entertainment, newspapers • Transport • Security
- 10. Examples of safekeeping elements Caring for Possessions Customers bring with them • Child care • Pet care • Parking facilities for vehicles • Valet parking • Baggage handling • Storage space • Safe deposit boxes • Security personnel
- 11. Examples of safekeeping elements Caring for Goods purchased (or rented) by Customers • Packaging • Pickup • Transportation and delivery • Installation • Inspection and diagnosis • Cleaning • Refueling • Preventive maintenance • Repairs and renovation • Upgrade
- 12. Examples of Exceptions Elements • Special requests in advance of service delivery – Children’s needs – Dietary requirements – Medical or disability needs – Religious observances – Deviations from standard operating procedures • Handling special communications – Complaints – Compliments – Suggestions
- 13. Examples of Exceptions Elements • Problem Solving – Warranties and guarantees against product malfunction – Resolving difficulties that arise from using the product – Resolving difficulties caused by accidents, service failures, and problems with staff or other customers – Assisting customers who have suffered an accident or medical emergency • Restitution – Refunds – Compensation in kind for unsatisfactory goods and services – Free repair of defective goods