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The Flower of Service: Categorizing Supplementary Services: Information Payment

The document categorizes supplementary services that support core products and services into two categories: facilitating services and enhancing services. Facilitating services include information, order-taking, billing, and payment. Enhancing services aim to add value and include consultation, hospitality, safekeeping, and addressing exceptions. The document provides examples of elements within each category of supplementary service.

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Dipti Agarwal
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54 views

The Flower of Service: Categorizing Supplementary Services: Information Payment

The document categorizes supplementary services that support core products and services into two categories: facilitating services and enhancing services. Facilitating services include information, order-taking, billing, and payment. Enhancing services aim to add value and include consultation, hospitality, safekeeping, and addressing exceptions. The document provides examples of elements within each category of supplementary service.

Uploaded by

Dipti Agarwal
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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The Flower of Service:

Categorizing Supplementary Services

Information

Payment Consultation

Billing Core Order-Taking

Exceptions Hospitality
KEY:
Facilitating elements Safekeeping
Enhancing elements
Facilitating Services - Information

Customers often require


information about how to
obtain and use a product or
Core service.
They may also
need reminders and
documentation
Facilitating Services - Order-Taking

Many goods and services


must be ordered or reserved
in advance.

Core Customers need


to know what is available and
may want to secure
commitment to delivery
Facilitating Services - Billing

“How much do I owe you?”


Customers deserve clear,
Core accurate and intelligible
bills and statements
Facilitating Services - Payment

Customers may pay faster


and more cheerfully if you
Core make transactions simple
and convenient for them
Enhancing Services - Consultation

Value can be added to goods


and services by
offering advice and
Core
consultation tailored to
each customer’s
needs and situation
Enhancing Services - Hospitality

Customers who invest time


and effort in visiting a
Core business and using its
services deserve to be
treated as welcome guests
Enhancing Services - Safekeeping

Customers prefer not to


worry about looking after the personal
possessions that they bring with them
to a service site.

They may also want delivery and after-


sales services for
Core goods that they purchase
or rent
Enhancing Services - Exceptions

Customers appreciate some


flexibility in a business
when they make special
requests.
Core
They expect it
when not everything
Goes according to plan
Flower of service
• core product surrounded by cluster of supplementary services

• Supplementary services

• Facilitating services :
– Information
– Order taking
– Billing
– Payment
• Enhancing services:
– Consultation
– Hospitality
– Safekeeping
– Exceptions
• a) Examples of information elements

• Directions to service site


• Schedules / service hours
• Prices
• Instructions on using the service
• Reminders
• Warnings
• Condition of sale/service
• Notification of changes
• b) Examples of order taking elements
• Applications
• Membership in clubs
• Subscription services (e.g utilities)
• Prerequisite based services (e.g college enrollment)
• Order entry
• On –site order fulfillment
• Mail/ telephone order placement
• Email order placement
• Reservations and check in
– Seats
– Tables
– Rooms
– Vehicles or equipment rental
– Admission to restricted facilities (museums)
• Billing :
– Periodic statements of account activity
– Invoices for individual transactions (stock
market)
– Machine display of amount due
• Examples of payment
– cash
– Cheque
– Credit card
– Electronic fund transfer
– Enter credit card number online
– Coupon redemption
– Automated systems : ( e.g Machine-readable tickets that
operate entry gates)
• Consultation
– Advice
– Auditing
– Personal counseling
– Tutoring /training in product use.
– Management or technical consulting
• Hospitality : examples of hospitality elements
– Greetings
– Food and beverages
– Toilets and washrooms
– Waiting facilities and amenities
• Lounges, waiting areas and seating
• Weather protection
• Magazines, entertainment, newspaper
• Transport
• Security
• Safekeeping
• Caring for possessions customers bring with them
• Child care
• Pet care
• Parking facility for vehicles
• Valet parking
• Luggage handling
• Safe deposit boxes
• Security personnel
• h) Exception elements:

1) special requests in advance of service delivery:


• Children’s needs
• Dietary requirements
• Medical or disability needs
• Religious observances
• Deviations from Standard operating procedures
– Problem solving

• Warranties and guarantees against product malfunction


• 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.

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